FAQs
What if the product I received is defective?
Sorry for the inconvenience! If the item you received is defective, please contact the customer service team via email and provide the following information:
- Clear photos showing the problem
- Your order number
- Brief description of the problem encountered
Our customer service team will provide you with follow-up instructions as soon as possible. All products are covered by a one-year warranty against manufacturing defects. If confirmed to be a manufacturing problem, we will immediately arrange a replacement service for you.
Do you work with wholesale partners?
For information about our wholesale partnerships, please contact our customer service team at orders@sosofte.com.
How to contact you?
You can send an email to orders@sosofte.com at any time. All inquiries will be responded to within 1-2 business days.
Our customer service team is open from 9:00 am to 6:00 pm, Monday to Friday.
What payment methods can I use to pay for my order?
You can pay for your order using any of the following payment methods: Visa, Mastercard.
Do you have any products for sale that are not listed on the website?
All products we sell are listed on the website. If it's not on the website, we don't have it yet. We do post information about new products and restocked colors, so please subscribe to our notifications to get the latest news!
Why does my product look different than in the photo?
We work hard to ensure that the digital representation of our products on the web is as close to the real thing as possible. However, due to the different settings of individual devices, colors may be displayed differently, so the color of the item you actually receive may be slightly different from what you see on your computer or mobile screen.
Can I change or cancel my order?
If your order has not yet shipped and you need to change or cancel your order, please contact us immediately by email. We will do our best to accommodate your request, but item changes or cancellations cannot be guaranteed after the order has been submitted!
How long does it take to process my order?
Most orders are shipped within 1-3 business days of being placed. We may need an additional few days for packaging during holiday weekends, promotions, or after new product releases.
Do you accept custom orders?
We do not provide customization services for single items. If you would like to collaborate on a larger project, please contact us.
How much is the shipping cost?
No shipping charges, just place your order and enjoy free shipping.