FAQS

We answer emails from 10am to 4pm EST, although our customer service team has been known to answer emails during extended hours.  Our phone lines are only open from 2pm to 5pm EST

All orders shipped within the U.S. will be shipped either USPS or ups for the free shipping. If expedited shipping is selected, we offer overnight shipping via USPS and 2 day shipping via UPS.

All overnight shipping requests must be submitted Monday 6:00 A.M. EST thru Thursday 11:59 P.M. EST for the shipping facility to receive your package on time. Any orders submitted past this time thru our system may be delayed in reaching you. If you request it, we will do our best to honor it. If we see the order has not been received in our system on time, we will be happy to change your shipping to “free shipping“ and refund the overnight fee ($25.00).

All domestic orders within the united states, will receive free shipping. Also, be sure to sign up for our newsletter to receive discounts coupons and new product notifications.

We have only 2 shipping options for international (non-usa based) clients.

Option 1: Express Mail, takes around 6-15 business days for delivery, it’s trackable. Express is done to gurantee delivery and reduces issues.

Option 2: International priority mail, also traceable – but quality is poor, This takes around 12-30 days (depending on your customs and country of origin).

We accept Credit Card/Debit Card (Visa, MasterCard,Discover), Paypal and Bank Check payments for standard orders. All orders are processed in an secure SSL environment. For bulk order customers, we also accept bank transfer.

All sales are final except in the event of damage or non-arrival of item(s)

Should either occur, we are happy to exchange/replace any damaged items or items that never arrived to the destination designated on the order. However, should you decide that this option is not for you, we will be happy to refund your costs to your credit card/paypal, whichever form of payment was used for your order. For a refund the following must be met:

 

  1. Proof delivery not arrived at destination
  2. Damage shown in proof of picture emailed to us at: info@thesotoshop.com

 

Once this has been established we will be in full contact with you and ensure communication during the refund process.