Shipping Policy
This Shipping Policy explains how orders placed on Shop Sofly Vendors are processed, shipped, and delivered. Shop Sofly Vendors is a multi-vendor marketplace, so a single order may contain items from more than one seller and arrive in more than one package, sometimes on different days.
Order processing
Most orders are processed within 1–3 business days after payment is confirmed. Business days are Monday through Friday, excluding public holidays. During sales, holidays, or high-demand periods, processing may take a little longer. You will receive an email with tracking details once your order ships.
Delivery estimates
- Domestic (United States): typically 3–7 business days after the order ships, depending on the item and your location.
- Imported / partner-warehouse items: some products ship from overseas or partner warehouses and can take 7–20 business days. The estimated delivery window is shown on the product page and at checkout.
- International (outside the U.S.): delivery times vary by destination and customs, generally 7–25 business days.
Delivery estimates begin when the order ships, not when it is placed, and are estimates rather than guarantees.
Shipping costs
Shipping is calculated at checkout based on the items in your cart, their origin, and your delivery address. The exact amount is shown before you pay. Qualifying orders may receive free or discounted shipping when a promotion or free-shipping threshold applies; any such offer is shown in your cart.
Tracking your order
When your order ships you will receive a tracking number by email. You can also follow your order from your account order history, or from the Track Order page using your order number and the email or phone used at checkout. Please allow up to 48 hours for tracking to begin updating after you receive it.
Multiple shipments
Because items may come from different vendors or warehouses, parts of your order can arrive separately and at different times. Each shipment has its own tracking. This is normal and does not mean anything is missing.
International orders, duties & customs
International shipments may be subject to import duties, taxes, and customs fees charged by the destination country. These are set by your local authorities, are not included in the product or shipping price unless stated at checkout, and are the responsibility of the recipient. Customs processing can also add time to delivery. Please check your country's import rules before ordering.
Incorrect or incomplete addresses
Please make sure your shipping address is complete and correct at checkout. We are not responsible for delays or lost packages caused by an incorrect or incomplete address. If you notice a mistake, contact us as soon as possible — we can only update an address before the order ships.
Delays
Once a package leaves our vendors, delivery is handled by the carrier and can occasionally be delayed by weather, customs, carrier backlogs, or events outside our control. If your tracking has not updated for an extended period, contact us and we will help investigate.
Lost, stolen, or damaged packages
If your tracking shows delivered but you cannot find the package, please check with members of your household and neighbors and allow 24–48 hours, as carriers sometimes mark items early. If an item arrives damaged, keep the packaging and photos and contact us right away so we can make it right. See our Return & Refund Policy for how eligible issues are resolved.
Undeliverable or returned-to-sender packages
If a package is returned to the sender as undeliverable (for example, an unclaimed or invalid address), we will contact you to arrange re-shipment or a refund for the returned items, less any non-recoverable shipping costs.
Questions
For any shipping question, contact our support team at [email protected] with your order number and we will be happy to help.