Shipping policy
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PROCESSING TIME
After your payment is authorized and verified, orders will be processed within 3 business days of ordering and be shipped the next day after the processing day.
SHIPPINGÂ TIME
- Standard Shipping (5-15 business days) : $3.99 or free when order over $39.99
- Express Shipping (3-10 business days) : $6.99 or free when order over $99.99
DELIVERY CLAIMS
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Sofomemory does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
OUT OF STOCK ITEMSÂ
If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
TRACKING YOUR ORDER
You will receive an email with a tracking number once your order is shipped. And it takes 3-5 business days for the logistics tracking information to be updated on the system. If your order was placed 5 business days ago and there is still no information about your tracking number, please contact us.
UNCLAIMED ORDERS
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of an incorrect or insufficient address.
CUSTOM / DUTY FEES / REMITTANCE FEE
Customs fees and Sale tax are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions, customs agents may delay the delivery of some packages.
SEPARATE PACKAGES
In some instances, an order may be split into different packages for any of the following reasons:
*Certain items may be on backorder;
*Weight restrictions for regular shipping imposed by the post office.
RESERVED RIGHTS REGARDING SHIPPING
While we will make every effort to accommodate your shipping and billing preferences, Sofomemory reserves the right to require customers to use a âcommonâ shipping and billing address in the event we are unable to process an order or verify a shipping address provided.
Additionally, Sofomemory reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
- An irregular or excessive returns history indicative of âwardrobing;â
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Sofomemory reserves the right to limit, refuse, and/or reject returns (both in-store and online) to any customer or entity, due to similar actions as noted above.
Still have questions? Please feel free to contact us via sofomemory@gmail.com
NOTE
Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
If you donât receive our Customer Service teamâs response for an extended period of time (24 hours on weekdays, 48 hours on weekend), please check your Contact emailâs Spam folder. Our emails may have been filtered incorrectly by your email server/provider.