Contact information

CONTACT INFORMATION AND CUSTOMER SUPPORT PROTOCOLS

Corporate Entity: Novustra LLC (doing business as snorstudio)

Website: www.snorstudio.com

Contact: support@snorstudio.com

1. PREAMBLE AND CORPORATE STRUCTURE

Thank you for choosing snorstudio for your digital crochet pattern needs. We are dedicated to providing high-quality, clear, and downloadable crochet patterns, instructional PDF guides, and pattern collection bundles to crafters and makers worldwide. To ensure a seamless experience, we have established this comprehensive Contact Information and Customer Support Policy (hereinafter referred to as the "Policy").

It is essential for all customers, partners, and site visitors to understand the legal and corporate structure governing this platform. snorstudio is not an independent entity; it is a wholly-owned subsidiary store and digital storefront property of Novustra LLC, a Limited Liability Company registered and operating in the United States.

When you contact "snorstudio," you are communicating directly with the support staff and management of Novustra LLC. All data, communications, and inquiries are managed centrally by Novustra LLC. All rights, including intellectual property rights, distribution rights, and operational protocols, are strictly reserved by Novustra LLC.

2. PRIMARY CHANNEL OF COMMUNICATION

To maintain efficiency, accuracy, and a documented history of all customer interactions, Novustra LLC operates a digital-first support system.

  • 2.1. Official Support Email: The sole official channel for all customer service inquiries, technical support requests, and business communications is support@snorstudio.com. Please whitelist this email address in your email provider to ensure our replies are not filtered into your "Spam" or "Junk" folders.

  • 2.2. Why We Do Not Offer Phone Support: As a digital storefront selling downloadable craft patterns globally, we do not maintain a phone call center. Email support is significantly more effective for our operations because:

    • Technical & Visual Assistance: Resolving download or file-opening issues often requires exchanging screenshots, direct PDF links, or file extraction instructions, which cannot be accomplished via voice call.

    • Global Time Zones: Our crafting community spans every time zone. Email ensures we can assist you promptly regardless of geographical location.

    • Documentation: Email maintains a clear, searchable history of your order inquiries and file re-issues.

  • 2.3. Social Media & Third-Party Platforms: While snorstudio maintains an active presence on social media platforms (such as Instagram, Pinterest, or TikTok) for community engagement and visual showcases, these are not customer support channels.

    • Direct Messages (DMs) on social media are not connected to our order fulfillment database.

    • Please do not send order support inquiries via social media DMs or post comments.

    • Always email support@snorstudio.com for order assistance.

3. HOURS OF OPERATION AND RESPONSE TIMES

Novustra LLC operates during standard United States business hours.

  • 3.1. Business Hours:

    • Monday – Friday: 9:00 AM to 5:00 PM (Eastern Standard Time - New York Time).

    • Saturday – Sunday: Closed / Limited Availability.

    • US Federal Holidays: Closed.

  • 3.2. Response Time Commitments:

    • Standard Response Time: Within 24 to 48 hours on business days.

    • Weekend Enquiries: Inquiries submitted after 5:00 PM EST on Friday or over the weekend will be addressed on the following business day (Monday).

    • Peak Periods: Response times may extend up to 72 hours during new pattern collection launches or holiday promotional events.

Note: Sending multiple emails regarding the same issue ("bumping" your ticket) resets your position in the support queue and may delay our response.

4. SCOPE OF SUPPORT SERVICES

It is important to understand what our customer care team can assist with versus topics outside our operational scope.

4.1. In-Scope Services (What We DO Support)

Our team is fully equipped to assist you with:

  • Order & Payment Status: Verifying payment clearance and locating missing order records.

  • Delivery & Link Re-issuance: Resending missing download emails or generating fresh links if your download access has expired.

  • File Integrity: Resolving server-side corrupted PDF files or broken download links.

  • Basic Access Guidance: Providing instructions on how to download, open, and view standard PDF patterns or extract .zip pattern archives.

4.2. Out-of-Scope Services (What We DO NOT Support)

Our support team cannot provide:

  • Personal Crochet Tutoring: One-on-one personal crafting lessons, video tutorials, or stitch-by-stitch instruction beyond what is detailed in the pattern guide.

  • Custom Pattern Modifications: Customizing, resizing, or editing pattern instructions for your specific measurements or custom yarn substitutions.

  • Physical Product Supplies: Providing physical yarn, finished plushies/clothing items, physical hooks, or physical delivery.

  • General Device Support: Troubleshooting localized operating system errors, storage limits, or missing default PDF viewer software on your personal device.

5. STRICT POLICY REMINDERS FOR SUPPORT INQUIRIES

Before contacting support, please review our core policies:

  • 5.1. Regarding Physical Shipping: WE DO NOT SHIP PHYSICAL GOODS. snorstudio is a 100% digital storefront. Do not contact us asking for package tracking numbers or postal delivery updates. No physical items will be mailed to your home address.

  • 5.2. Regarding Refunds: ALL SALES ARE FINAL. Due to the instant delivery of digital downloadable files, refunds are not issued for change of mind or for mistaking a digital PDF pattern for a finished physical item (provided the product page explicitly indicated it was a digital download). The sole exception is verified duplicate purchases made within a 7-day window.

6. REQUIRED INFORMATION FOR SUPPORT REQUESTS

To help us resolve your inquiry quickly, please include the following in your initial email to support@snorstudio.com:

  • Email Subject Line: Include your Order Number and a brief summary (e.g., "Order #1024 - Pattern Download Link Query").

  • Full Name: The name used on the billing information during checkout.

  • Order Number: Your official order confirmation ID (e.g., #SNOR-1024).

  • Detailed Description: Explain the exact issue (e.g., "The download completed, but my device displays a corrupted PDF error when opening").

  • Screenshots: Attach screenshots showing error messages or delivery issues to allow our technical team to assist immediately.

If you lost your Order Number, please provide the full name used at checkout, the date of purchase, and the email address used so we can search our records.

7. CODE OF CONDUCT

Novustra LLC maintains a courteous and professional support environment and expects mutual respect from customers.

  • Zero Tolerance for Abuse: Abusive language, harassment, profanity, slurs, or threats directed at our support staff will not be tolerated.

  • Consequences: Violations of this code of conduct may result in immediate termination of support communication, permanent account blocking, and revocation of digital licenses associated with prior purchases.

8. PRIVACY AND DATA SECURITY

Your support correspondence is handled with strict confidentiality under Novustra LLC privacy standards.

  • Support information is used strictly to verify orders and assist with technical fulfillment.

  • Security Warning: Never send full credit card details, passwords, or sensitive personal identity numbers via email. Our team will never ask for your payment credentials via email.

9. LANGUAGE PROTOCOLS

All official support, documentation, and customer communications are conducted in English. If you contact us in another language, we will utilize translation tools to assist you, but technical precision regarding file handling or pattern terms is best served in English.

10. PHYSICAL MAILING ADDRESS (LEGAL NOTICES ONLY)

Note: Do not send physical returns, checks, or crafting supplies to this address. It is strictly designated for official legal notices and administrative correspondence. Any physical packages will be refused.

Novustra LLC

Attn: Legal Department / snorstudio

30 N Gould St, Sheridan, WY 82801, United States

11. FREQUENTLY ASKED QUESTIONS (PRE-SCREENING)

  • Q1: "I purchased a pattern but haven't received my download email!"

    • A: Check your Spam, Junk, or Promotions folder first. 99% of missing emails are located there. If not found, email support@snorstudio.com with your name and order ID.

  • Q2: "I thought I was buying a physical finished item (e.g., a cardigan or plushie). Can I get a refund?"

    • A: No. As clearly stated across all product listings, snorstudio sells exclusively digital downloadable PDF crochet patterns. Due to the instant delivery of digital files, all sales are final.

  • Q3: "Can you teach me how to do a specific crochet stitch or resize this pattern for me?"

    • A: Our support covers file delivery, PDF access, and technical link issues. We cannot provide personal stitch lessons or custom design alterations.

12. CONCLUSION

We appreciate your support of snorstudio and look forward to providing you with quality digital pattern designs for your crafting projects.

  • Storefront: snorstudio

  • Parent Entity: Novustra LLC

  • Support Email: support@snorstudio.com

Copyright © 2026 Novustra LLC. All Rights Reserved. snorstudio is a wholly-owned subsidiary storefront property of Novustra LLC.