Frequently asked questions

Question 1

Is it handwritten?

Accepted Answer

It's pen-written by a machine, not by a person's hand. A real pen writes your words in real ink, exactly as you typed them, in the hand you choose.

Question 2

What size is the card?

Accepted Answer

Choose A5 (148.5 × 210 mm) or 5″ × 7″ (127 × 177.8 mm), measured folded. Both sizes cost the same. Your cover is printed on the front, your message is written inside, and it's posted in an envelope.

Question 3

How is my cover made?

Accepted Answer

From a few questions. Tell us who it's for, the occasion and what you'd like on it, and a cover is painted for you, made only for this card, usually within 20 to 40 seconds. Design is in beta, so you get 3 goes a day.

Question 4

Can I use my own photo?

Accepted Answer

Yes. Tap Add a photo, frame it, and it's printed on the cover as it is, for free.

Question 5

Can I add words or stickers to the cover?

Accepted Answer

Yes. Edit this cover lets you add words, stickers and photos, then move, size and turn them. Anything outside the dotted line may be trimmed, and words are printed exactly as you typed them.

Question 6

What can't go on a cover?

Accepted Answer

Nothing unlawful or explicit, and no one else's trademarks, characters or artwork. Painted covers never show a real person's likeness, so for a real face, add a photo you took or may use, with everyone in it happy to be on a card. Printed colours can look slightly different from your screen.

Question 7

How long can my message be?

Accepted Answer

Up to 320 characters, about 50 to 60 words, plus a sign-off of up to 40 characters, such as “Love, Sam”.

Question 8

What handwriting can I choose?

Accepted Answer

Ten styles: Easy-going, Neat, Joined-up, Quick scrawl, Fountain pen, Copperplate, School cursive, Round and friendly, Tidy print and Tall and light. Or try your own handwriting in beta: add a photo of your writing and the pen learns to write like you.

Question 9

Will you check my spelling?

Accepted Answer

No. The pen writes exactly what you typed, spelling mistakes included, so read it through once more before you pay.

Question 10

Can you help me write my message?

Accepted Answer

We never write, edit or suggest messages: the card should sound like you. If you're stuck, this article has a simple four-part formula for what to write.

Question 11

Do you do wedding thank-yous?

Accepted Answer

Yes. Please contact wedding@snailgram.com.au for details.

Question 12

When will it arrive?

Accepted Answer

You pick the day. Order before 2:00pm Sydney time on a business day and we post it that day by the tracked Australia Post service that best suits it. It usually arrives the next business day in most capital cities, and within three business days everywhere else. Weekends and public holidays don't count. Australia Post can't guarantee delivery times, so now and then a card arrives late. Our delivery date calculator shows the dates for any postcode.

Question 13

What's the cut-off time in my state?

Accepted Answer

Always 2:00pm Sydney time. Depending on daylight saving, that's 1:00pm to 2:00pm in Brisbane, 1:30pm in Adelaide, 12:30pm to 1:30pm in Darwin, and 11:00am to noon in Perth.

Question 14

Can I order today for tomorrow?

Accepted Answer

Often, yes, to most capital-city postcodes if you order before the cut-off. Enter their postcode and the studio shows the earliest day you can pick. Cutting it fine? See last-minute cards.

Question 15

Can I schedule a card for later?

Accepted Answer

Yes. Pick any day from the earliest one shown, whether it's next week or next month, and we post it in time to arrive that day.

Question 16

Can I track it?

Accepted Answer

Yes. We email you the Australia Post tracking number when your card is posted, and again when it's delivered. Your orders shows it too.

Question 17

Can I send overseas?

Accepted Answer

Not yet: we only post to addresses in Australia. If you live overseas, you can still send a card to someone in Australia.

Question 18

Whose address goes on the back?

Accepted Answer

Your name, so they know who it's from, with our return address rather than yours. If Australia Post can't deliver the card, it comes back to us and we'll be in touch.

Question 19

How much does it cost?

Accepted Answer

A$50, all in: the cover, your message in real ink, the envelope, the stamp and tracked postage anywhere in Australia. Your first card is 30% off, so it's A$35, applied automatically with no code.

Question 20

How do I pay?

Accepted Answer

By card or digital wallet, through Square. You don't need to sign up first, and we never see your full card number.

Question 21

Can I change my card after paying?

Accepted Answer

Yes, while it's still waiting for the pen. Open Your orders and choose Change this card to change who it's to, the address, the message or the names. If the card can't reach a new postcode in time, its arrival day moves later, and the form tells you first.

Question 22

Can I cancel my order?

Accepted Answer

Yes, until the pen starts writing your card: cancel it in Your orders for a full refund. Once the pen has started, we can't cancel or change it.

Question 23

Can I get a refund if I change my mind?

Accepted Answer

Before the pen starts, yes. After that, we don't usually refund a change of mind, or a wrong address or typo you gave us. Your rights under the Australian Consumer Law always apply.

Question 24

How do I see my orders?

Accepted Answer

Open Your orders and enter the email you paid with. We'll email you a code to sign in, with no password. No code? Check your spam folder.

Question 25

Can I see my past designs?

Accepted Answer

For a while. We delete your message once the card is posted and the cover 30 days after it's delivered, so we can't show or send either again after that.

Question 26

How does Give $10, get $10 work?

Accepted Answer

Share the code in Your orders. A friend who uses it gets A$10 off their first card, so it's A$25. Once their card is posted, A$10 comes off your next card automatically. A code earns credit for up to 10 friends, and the terms have the details.

Question 27

How do I delete my account?

Accepted Answer

Open Settings and choose Delete my account. It removes your sign-in, your address book, your referral code and any credit you haven't used. We keep the order records the law asks us to keep.

Question 28

My card hasn't arrived.

Accepted Answer

Check its tracking in Your orders. If it still hasn't turned up, email support@snailgram.com.au with the email you ordered with, the recipient's name and the date it was due.

Question 29

My card was late.

Accepted Answer

If we posted it late, we'll refund you in full. Delays in the post itself are rare, but tell us and we'll work out the fairest fix with you.

Question 30

The card is misprinted or damaged.

Accepted Answer

Sorry about that. Email us what happened, with a photo if you can. If it's our mistake, we'll rewrite and resend it or refund you, whichever you prefer.

Question 31

I made a typo or gave the wrong address.

Accepted Answer

If the card is still waiting for the pen, fix it with Change this card in Your orders. After that we can't change it, but let us know and we'll see what we can do.

Question 32

My covers won't load.

Accepted Answer

They usually take 20 to 40 seconds. If painting is busy, the studio sets your words in one of its own designs instead. Out of goes? You get 3 a day while Design is in beta, so try again tomorrow.

Question 33

My card in progress disappeared.

Accepted Answer

The studio keeps it in the browser you made it in. To carry on elsewhere, press Email me a link beside the steps: the link works for 30 days.

Question 34

I paid but got no confirmation email.

Accepted Answer

Check your spam folder. Your order is safe even if you closed the page straight after paying. Still missing? Email us before paying again, so you aren't charged twice.

Question 35

What do you do with addresses?

Accepted Answer

We use them only to post your card, and to keep your address book if you save someone to it. We never contact the person you're sending to, never send marketing emails and never sell your data.

Question 36

Is my message private?

Accepted Answer

Yes. We use it only to write your card and delete it once the card is posted. We never use your message, cover sentence or handwriting to train AI models.

Question 37

How long do you keep my details?

Accepted Answer

Names and street addresses go 14 days after delivery, and the cover 30 days after delivery. People you save to your address book stay until you remove them or delete your account. Everything is stored in Sydney. The privacy policy has the full list.

Question 38

How do I get help?

Accepted Answer

Email support@snailgram.com.au or ask the help chat in the corner. A real person answers every email, usually within one business day: Monday to Friday, 9am to 5pm Melbourne time.

Question 39

How do I make a complaint?

Accepted Answer

Email us and tell us what happened. We aim to resolve complaints within 10 business days, and our terms explain the full process.

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