Shipping policy
Order Processing Time
All orders are processed within 3-7 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email.
Order Processing Time
| Country | Shipping Time Frame |
|---|---|
| United States | 7-15 business days |
| United Kingdom & Europe | 7-15 business days |
| Australia & New Zealand | 8-15 business days |
| Canada | 8-20 business days |
| Africa | 30-90 business days |
| Rest of the World | 15-90 business days |
*Note:
1) Our warehouse for the global site is located in Shanghai, China.
2) Regrettably, we are unable to offer shipping services to overseas islands in European countries.
3) For U.S. orders, tariffs are already included in the shipping fee.
4) We offer express shipping to the United States, Canada, and Australia. For U.S. customers, express shipping is $50 USD because of higher tariffs and customs-related costs. For Canada and Australia, express shipping is $35 USD. We ship via FedEx, DHL, or UPS (carrier will be randomly selected), and delivery typically takes 4–7 business days.
Shipping Cost
The shipping fee is $6 USD for United States orders, $8.5 USD for Indian orders, $6.5 USD for Europe orders, and $7 USD for the rest of the world. We also offer free shipping for orders over $59 USD. Express shipping costs $70 USD for orders shipped to the United States, and $35 USD for orders shipped to Canada and Australia.
Order Confirmation & Tracking
You will receive an Order Confirmation email once your order has been placed successfully. We will also send you a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 3-5 business days and you can track it at https://www.17track.net/en
Customs, Duties, and Taxes
We pre-pay VAT/customs taxes for all packages delivered to European Union countries. For the other countries, unfortunately, we are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Damages
We are not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us immediately at support@soto-studios.com, we can assist you with the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
Lost Package
After the tracking shows the package is delivered to the shipping address entered on the order, we are not responsible for any stolen or lost packages. If your package loses tracking on the way to its destination for more than 5 days, please contact us with your order information at support@soto-studios.com.
Cancel/Change Order
Unfortunately, we are not able to cancel or change orders after they have been placed. Our system automatically transmits orders to our warehouses for processing after receiving them. If you need further assistance, please contact us immediately at support@soto-studios.com.
Wrong Shipping Address
If the shipping address on your order is incorrect, please contact us at support@soto-studios.com right away. After the order has been shipped from the warehouse, we are not able to change the address anymore. You will be subject to additional shipping charges for reshipment. The re-delivery takes 7-60 days due to the wrong address. No refunds will be processed during this period.
Please make sure to enter the correct address before checking out your shopping cart.