Verification
We will send you a confirmation email once your order is verified. After verification, in principle, the orders will not be cancelled during this period, considering handling process already start, but we will try our best to communicate with you via email or phone to find a good solution.
How do you ship packages?
Packages from our warehouse in China will be shipped by DHL E-commerce or ePacket depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Note: the logistics is not stable in some countries during this special period, thus may cause some shipping delay. Please be patient, thanks for your understanding.
1-4 weeks for United States, Australia, and most of European countries;
2-6 weeks for Canada, Russia, Italy, France, Spain, Israel, Philippines, and some other countries.
*This doesn’t include our 2-5 day processing time.
*Kindly note that the delivery time will vary during holidays or limited edition launches.
*We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, or back end charges incurred.
P.O BOXES
We recommend don’t use P.O Box address, for our special line logistics don’t accept this address. If an order is made with a P.O box address, delivery will be attempted but in the event that the delivery is failed and items are sent back to us or lost, we will not compensate or perform any order replacements.
Do you provide tracking information?
Yes, when your order is ready to be shipped, you will receive a shipment confirmation email that contains your tracking information. The email will contain shipment details, your tracking number, and a link to the tracking site. To track the order, please click on the tracking number on the email. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information. Please enter the correct shipping details when checking out. If you realize you have made an error in your shipping details, kindly e-mail us at service@sooshell.com as soon as possible.