Thank you for shopping at SoXo Design.  If you are not entirely satisfied with your purchase we are here to make things right for you.

COVID-19 INFORMATION

Please note, that due to COVID-19, many shipping companies are prioritizing the shipments and receiving of emergency and necessary medical equipment. This could mean that your package maybe withheld with the shipping company for an extended period of time which would lead to longer wait times and delays. We hope you understand, as this is something completely out of our control.

Our typical delivery time is within 5-10 days (USA, UK, CAN, AUS) but can be longer to more remote countries and/or due to shipping company delays. 

CANCELLATIONS AND MODIFICATIONS

We process and ship out our orders very quickly and unfortunately cannot typically make changes after an order has been placed. If you want to cancel or make any updates regarding your order contact us at customer.care@soxodesign.com and find and arrangement.

Note: We are not responsible for any damage caused to the product due to incorrect use.

DAMAGED OR DEFECTIVE ITEMS

During transportation, accidents can happen. Also, items can arrive to you with a defect.  We know how frustrating this can be.  You can rest assured that we are here for you.

If you received a damaged item, please email us at customer.care@soxodesign.com within 48 hours of receipt.  Please include a photo and/or quick video that shows the damage and/or defect of your product(s). Please also include your order number in the email. A return of the damaged product is not needed.  We will send you items needed to correct the matter once we confirm the item's specific issue.

RETURN AND REFUND POLICY

Please note all returns are subject to a 20% restocking fee.

To be eligible for a refund, you must initiate your return within 15 days of receipt of your order. You can initiate a return and refund by emailing us at customer.care@soxodesign.com. 

You can choose between a refund in store credit or a refund to your original payment method.

SoXo Design does not cover the cost for return shipping. 

Once your return is received and inspected, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-7 business days.

RETURN SHIPPING COSTS

The customer is responsible for paying for the shipping costs when returning items. Shipping costs are non-refundable. Using a trackable shipping service is mandatory - if you do not use a trackable shipping service, we will not be able to proceed with the refund.

LOST OR STOLEN ITEMS

SoXo Design is not responsible for items lost or stolen after confirmed delivery.  Replacement of lost or stolen items after delivery confirmation is the responsibility of the recipient.  Customers should contact the shipping provider in the case of a missing package.

WRONG ADDRESS

Please note that SoXo Design is not responsible if a package cannot be delivered due to the customer providing an incorrect or incomplete address, and we will not refund the order.  Customers are responsible for providing clear and correct shipping & billing information upon placing an order. In these situations, the customer should contact the shipping provider directly to make arrangements for delivery to the correct shipping address.

If you have any questions about any orders, shipments, returns or refunds please contact us at customer.care@soxodesign.com.