Human help, when you want it
Support without the ceremony.
DirectSnail is self-serve by design. When something needs a person, send us the details and we’ll help you get moving again.
Merchant support
Questions about artwork, audiences, a campaign, delivery, or billing? Include your Shopify store domain and campaign name so we can find the right details.
Email support@directsnail.comReceived a postcard?
DirectSnail sends mail on behalf of independent merchants. If you want a household removed from future campaigns from a sender, use our recipient opt-out process.
Go to recipient opt-out →Before you write
My artwork will not pass the print check.
Confirm the file matches the selected postcard size including bleed, is 300 DPI at final size, and leaves the address area clear. The in-app warning identifies the specific item to correct.
Can I stop a campaign?
You can stop a campaign while it is sending. Cards already accepted by the printer cannot be recalled, but unsent cards will be cancelled.
Why was an address skipped?
DirectSnail skips incomplete, undeliverable, duplicated, and suppressed household addresses so you are not charged to mail them.
Where can I see delivery progress?
Open the campaign in Shopify to see counts for production, in transit, delivered, returned, failed, and each card’s scan history.
How do I report a privacy concern?
Email privacy@directsnail.com. Please do not send passwords, payment-card details, or other sensitive information.
How are charges handled?
Mail credit is purchased through Shopify billing. Your approved 30-day spending limit prevents charges above the amount you selected.