Shipping / Return Policy
SHIPPING | Return
We currently ship to all 50 states in the United States. Estimated shipping time is 3-7 business from date of payment via USPS. Domestic shipment costs are typically a flat rate of $5.99. Orders over $35 before tax and shipping costs are eligible for free shipping.
1-Day Shipping/Expedited Shipping
We do not offer same-day or 1-day shipping at this time. However, we offer expedited shipping within the 50 states of the United States to most addresses (P.O. Boxes are not eligible for expedited shipping).
Shipping time is typically estimated at 3-7 business days from payment confirmation. On extremely rare occasions, delays may occur if your ordered product is unavailable or experiencing manufacturing delays.
Shipping to Canada
For Canada, please visit our sister site www.seoulful.ca
Please visit www.seoulful.ca to purchase and ship to Canadian residences. If you reside outside of the United States and Canada, check out our STORE LOCATOR to find your local retailer that carries Soo’AE.
We can ship to P.O. boxes via USPS Ground shipping only. Orders to P.O. Box addresses are not eligible for expedited shipping at this time.
We offer free standard shipping within the US on orders of $35 or more, before tax or shipping is applied.
We currently only offer shipping options and do not accept pick up orders.
Missing Package (What If Lost or Stolen)
Once an order has shipped, we are not responsible for lost or stolen packages with confirmed delivery to the address as entered on the order. Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier to assist with the investigation.
Military Locations (APO/FPO/DPO)
Due to the sensitive nature of international laws and restrictions, please reach out to our Customer Support Team prior to placing an order.
Shipping Address Error
Our shipping is tied directly to the carrier’s website. An invalid address error will appear if the carrier is able to ship to that location or is unable to find that location in their database. Please enter a valid United States address for the carrier to ship to.
All sale items are non-returnable. Only regularly priced products may be returned for a refund or exchange. All promotional, sale or discontinued items are final sales and cannot be returned. We value safety and cannot accept any returned packages that have been opened, used, or tampered with. Returned products that do not meet the return criteria will not qualify for a refund and may be returned to the customer at the customer’s expense or destroyed upon request.
If you received a SooAENewYork.com purchase as a gift, in which the product was marked as a gift by the purchaser and shipped directly to you, and you wish to return the gift, you are eligible to return the gift for store credit for the value of the product. Cash refunds are only applicable to the purchaser of the gift.
Proof of Purchase
Returns must be issued within 30 days of purchase. The returned product(s) must be unused, unopened, and in its original condition with its packaging intact. To complete your return, we require a receipt or proof of purchase from sooaenewyork.com. Once the item is received at the warehouse, your refund will be issued, with the return shipment cost deducted from your refund. Products purchased from other retailers or other e-commerce sites may not be returned to sooaenewyork.com. Please refer to the return/exchange policy at the place of purchase for further information.
Return Shipping Costs
Shipping costs are non-refundable. If you return a Soo’AE product and receive a refund, the cost of return shipping will be deducted from your refund. Shipping costs cannot be refunded unless a shipping error was made by sooaenewyork.com. Examples of shipping errors include incorrect shipping service used after the customer selected and paid for other services, incorrect product was shipped, or the product was unusable due to damage incurred during shipping.
Return from Other Retailers
Products purchased from other retailers or other e-commerce sites may not be returned to sooaenewyork.com. Please refer to the return/exchange policy for your place of purchase for further information.
Shipping for Returned Products
Customers who purchased through sooaenewyork.com may return the package after receiving written authorization from the Customer Service Team. Any orders returned to our facilities without this written authorization are not eligible for refunds or exchanges. Returns must be made within 2 weeks of the return authorization. If the return is not shipped within the 2-week window, the return authorization will be void. When applicable, the cost of return shipping will be deducted from your refund. Once receiving your return at the warehouse, your refund will be processed in 10-15 business days. Please allow 1-2 billing cycles for the credit to appear on your statement. Should you have any questions, please contact us at firstname.lastname@example.org with subject line: “Return Shipping – [Your Order #]”. All return shipments must be sent to the designated shipping address below:
Soo’AE New York
734 Grand Ave, Unit A
Ridgefield, NJ 07657
Securely pack your merchandise and invoice in a reasonably-sized, well-padded box or envelope of your choosing (original package is preferred if possible).
Damaged or Defective Products
Should you receive damaged or defective product from an order through sooaenewyork.com, we would gladly replace your item. All damaged/defective product claims must be made within 30 days of purchase. Please send an email to our Customer Service Team (email@example.com) with photo images of the damaged/defective product. Should you want a refund, the Fraud Prevention Team requires the damaged, defective, or incorrect item to be returned prior to issuing a return or refund authorization.
Unfortunately, we are unable to process exchanges at this time.