➝ "Where do you ship?"
Right now we ship to the United States, Canada, and Austrailia!
➝ "How long does shipping take?"
Shipping typically takes aprox. 1-3 weeks from the day the item has shipped.
However, 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.
➝ "What is your handling procedure?"
Handling time is usually 1-2 weeks once the order has been processed to when it is shipped.
➝ "What is your return policy?"
If an item isn’t in the desired condition, return it for a refund within 30 days of delivery in the original condition and packaging.
*PLEASE NOTE WE DO NOT REFUND THE INITIAL SHIPPING COST*
You can choose between a refund in store credit or a refund to your original payment method.
SotoFlame does not cover the cost for return shipping. As soon as we receive the return from you to our warehouse, we will begin to process the return which will take 2-3 business days.
➝ "What are your guidelines for a shipping return?"
Our returns team will be able to provide you with the closest location for you to ship the return. We will process your return within 2 business days of us receiving the product.
If you can include a tracking number for the return the package, it will make it easier for us to ensure your return is processed as soon as possible! We do not cover costs for return shipping.
Return time frames depend on how soon you are able to ship the products and when we receive them.
➝ "How can I cancel my order?"
As long as your product has not been submitted for fulfillment by us, we can cancel the order if the notice was made within 24 hours. Post 24 hours, a 10% cancellation fee will be applied. There will be no cancellation fee prior to the 24 hours!
If your order has been shipped, we ask that you follow our return policy in order to get a full refund once you receive your product! This means, we CANNOT cancel your order - it must be refunded.
We often submit items for fulfillment within a few hours, so the faster you can let us know about the cancellation, the more likely we'll be able to do it.