SHIPPING POLICY AND INFO
General Shipping Information:
We offer free standard shipping for all domestic orders.
Shipping and Processing Times:
Orders will be processed within the next 2-3 business days from the day the order is placed. As such, your delivery date will be the processing time plus the shipping time of the shipping method you select. Orders placed on Thursday or Friday may not ship until Monday. If you need an order shipped in a certain timeframe, need to change your shipping method, or need to make any adjustments on your shipment please email us at firstname.lastname@example.org or Livechat us below and we will try our best to accommodate you. If an order has already shipped, we cannot make any adjustments.
Lost or Stolen Packages
All orders are automatically insured up to $200 USD, we also offer additional shipping insurance through Route Shipping Insurance
We highly recommend adding Route Package Protection to your order at checkout for orders over the value of $200 USD. Adding this insurance means that your order is protected against being lost, damaged, or stolen. If Shipping Insurance is not added to the order, the shipment becomes the customer's and carrier’s responsibility once it is passed along to the carrier.
In the unfortunate instance that you experience one of these inconveniences, please contact email@example.com with your order number and we can help file a claim for you. Soah is not responsible for lost/stolen packages; however, we will try our hardest to make sure the carrier locates your package or offers a reimbursement check.
Need to file a claim?
If order value is under $200 please email us directly at firstname.lastname@example.org
If purchased Route insurance Please click Here to file a claim.
Route is a third party package insurance company that will handle your claims completely, SOAH is not involved in the claims process.
What are Route’s Policies?
Marked As Delivered (Stolen): Claims can be approved no earlier than 5 and no later than 15 days from when it was marked delivered. Orders over $100 USD require a police report.
Stuck In Transit (Lost): Claims can be approved between 7 to 30 days from the last update (US), Issues can be approved between 20 to 30 days from the last update and 60 days from the order date
(International) Damaged: Photos of the package and item (required) must be sent in no later than 15 days from when it was marked delivered.
How long will it take for my claim to be resolved?
When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. In a time crunch and you need your replacement asap? While Route does work fast to get your replacement out to you, we would recommend requesting a refund on your package instead of a replacement. You can then reach out to us at email@example.com with your timeline and we can help you place a new order with expedited shipping options.
You will see the "Presale" in above the product title on the product page. If an order contains a pre-sale item, we will hold the entire order until all items can be fulfilled. If you would like the non presale items in your order sooner, please reach out to firstname.lastname@example.org or Livechat us to arrange a partial shipment. The first shipment will be sent with the shipping method that corresponds with the order and the second shipment will be sent via USPS First Class shipping. If you would like to pay for a faster or different shipping method for the pre-sale shipment, we can email an invoice to do so.
Please Note: Shipping and handling charges are not refundable.
|Shipping method||Estimated Delivery Time||Price|
|Standard Shipping: USPS First Class (typically 5-7 business days)||5-7 business days||FREE|
|Priority shipping:USPS Priority (typically 2-5 business days) Orders under $100 USD||2-3 business days||$8.00USD|
|Express Shipping: Ships USPS Priority Mail Express (ships within 24 hrs via Overnight Express)||1-2 business days||$24 USD|
|Same Day / On Demand Delivery: Postmates courier service will pick up and deliver your purchase within hours. Only available in the Miami, FL area.||Rates are calculated per distance and demand||N/A|
If Standard Shipping is selected, your order may ship via a variety of carriers. Some UPS orders may be delivered by the Postal Service. Your Shipping Confirmation email will tell you which carrier is handling your package and will provide you with a tracking link.*Express and Overnight Delivery Shipping - Orders placed after 2 PM EST will not ship until the next business day.You will receive an e-mail informing you that the order has shipped. The email will include a tracking number. Information about any backordered or cancelled items will be included in a separate email. You can also check the status of your order by logging into My Account. Click on "Order History" to review order status and to obtain a tracking number.
Free Standard Shipping on orders over $300 USD for a limited time!
Duties and taxes assessed by customs are the responsibility of the customer.
|Shipping method||Estimated Delivery Time||Under $300 USD||Over $300 USD|
|Standard International: USPS First Class International (Except Australia)||8-18 business days (not guaranteed)||$15||FREE|
|International Standard Shipping UPS/DHL (Except Australia)||2-3 business days||$35|
|Australia Standard International: USPS First Class International||8-18 business days (not guaranteed)||$18||FREE|
|Australia International Economy UPS||5-9 business days||$35|
|Australia DHL Express||2-3 business days||$40|