Frequently Asked Questions
You can find most of our commonly asked questions below. If you can't find an answer to your question, or you just don't like reading FAQs, give us a call at 203-791-1995 or email us at firstname.lastname@example.org.
WHERE CAN YOU SHIP?
We can ship orders to all 50 U.S. states, Canada, Puerto Rico, Guam, Virgin Islands and APO/FPO addresses. We offer the best shipping rate for as many items as you place. We ship UPS for all Canadian orders (except PO boxes or areas where UPS does not deliver), and USPS for all APO/FPO and PO Box addresses.
HOW QUICKLY DO YOU SHIP MY ORDER?
As long as the item(s) in your order are in stock, we will generally ship your order within 1-2 business days (we do not ship on weekends or public holidays). A confirmation e-mail with your tracking information will be sent to you after your order has been processed and transferred to the warehouse for packing.
HOW CAN I MODIFY OR CANCEL MY ORDER?
Orders can only be modified or cancelled before they ship. Please contact us immediately at email@example.com, or call us at 203-791-1995.
HOW DO I TRACK MY PACKAGE?
When your order is shipped, you will receive an email confirmation with the shipment tracking number for your order. Please use the shipment tracking number to track the delivery status and location of your package, using the following:
MY PACKAGE WAS LOST OR STOLEN!
When your order is shipped, we notify you via an email with your tracking number. We encourage you to use this to track your package. If your package has not arrived or received in accordance with the expected delivery date provided by the shipper, please contact our customer service within 24 hours. We will file a claim for you with the shipper.
OOPS, I PUT THE WRONG ADDRESS FOR MY DELIVERY...
If you did not receive any notifications because you provided an invalid email address, or did not receive your package because you provided an incorrect shipping address, we cannot take responsibility for any lost packages or associated shipping fees. If your package was refused due to an inaccurate shipping address, we will process the returned item in accordance with our Returns Policy. The original shipping fees for refused packages are non-refundable.
WHAT IF I RECEIVED A DEFECTIVE ITEM?
If you received a defective product that is damaged or is missing items, please contact us within 3 business days to ensure swift action. Unfortunately, we cannot take responsibility for damages or missing items if contacted more than 3 days after delivery. All of our products carry a 90 day manufacturer's warranty, covering normal wear-and-tear. If the defect is covered under warranty and it falls within 90 days of your purchase, we would be happy to send a replacement/part. Your product must be registered with valid purchase verification within 30 days of purchase.
WHAT IS YOUR RETURN POLICY?
Dissatisfied? Bought the wrong bag? Here are the four steps to a successful return:
You can return any product within 30 days of purchase, as long as it is returned in new condition, with tags and the original packaging (we've had a couple of really funky diaper bags mailed back to us over the years; not cool). Items that are dirty, washed, or used are NOT eligible for a refund.
You'll need an RMA number. Please note that you must request an RMA number directly from the company you purchased the item from. If you purchased directly from www.sohocollections.com, please contact us at firstname.lastname@example.org to request an RMA number. Please don't send us a package without an RMA number.
You are responsible for any return shipping fees. All returns are subject to a 20% restocking fee. We can waive your restocking fee if you would like to reorder a different item, but you will still be responsible for all shipping costs.
Please save your tracking number for your return, as we cannot take responsibility for anything that gets lost in transit.