ORDERS & SHIPPING
HOW MUCH DO YOU CHARGE FOR SHIPPING?
We’ll ship your order for FREE. We want you to have an exceptional experience so enjoy our complimentary shipping service
WHEN WILL MY ORDER ARRIVE?
Orders are generally shipped within 24 hours.
Orders placed before 2pm EST are shipped the same day.
Most orders will be delivered in 1-2 working days.
Some orders can take between 3-5 working days depending on your location. Remote locations can take longer.
HOW CAN I TRACK MY ORDER?
click here to track your order
WHERE IS MY ORDER CONFIRMATION EMAIL?
Typically, you will receive an Email within 1 hour of placing the order. In some cases, it can take up to 24 hours for an order confirmation Email to arrive because orders are passed through fraud and ID security checks after the order is placed.
SIGNATURE UPON DELIVERY OF MY ORDER
Someone at the shipping address must sign for the order.
WHERE DO YOU SHIP TO?
We currently do not ship outside Canada and the continental US.
We do accept payments from International billing addresses if the ship-to address is in North America.
If your ship-to address is in Canada your order can only be placed from the Canadian website.
If your ship-to address is in the US your order can only be placed from the US website.
Please take note you cannot have your item delivered to a P.O. Box as someone at the shipping address must sign for the order.
DO YOU CHARGE CUSTOMS AND DUTY?
No. We don’t charge any customs fees/duty.
Orders with a ship-to address in Canada ship from Canada.
Orders with a ship-to address in the US ship from the US.
ACCEPTED FORMS OF PAYMENT
We accept Visa, Mastercard, American Express and PayPal.
TIMING OF BILLING
You will only be charged once your order has shipped
HOW CAN I CANCEL MY ORDER
An order cannot be cancelled once it has been placed. Please contact us If you have any questions about your order.
CAN I CHANGE THE SHIP-TO ADDRESS WHILE MY ORDER IS IN TRANSIT
We currently do not reroute orders.
OUT OF STOCK ITEMS
If an item ordered becomes out of stock, you will receive an email detailing the item in question. You will not be charged for the item. Online items are re-stocked 2 times per week so check back as availability changes regularly.
HOW DOES PRE-ORDER WORK?
When a product is listed as Pre-Order, the product is not yet in stock but is available to purchase. You will not be charged until the item ships. We will provide you with an approximate ship date for your item(s) at the time of purchase. Please be aware that Pre-Order dates are approximate and subject to change. We will contact you if the ship date changes.
Refunds are processed as fast as possible following the receipt of your package at our distribution center.
Please allow 3-5 business days after the refund is issued for it to appear on your issuing bank statement.
WHAT'S YOUR RETURN POLICY
Please try items in the comfort of your own home. For up to 30 days from the purchase date, if you don’t like them, or they don’t fit, just follow the steps below.
Make sure the merchandise you return is in its original condition, tags included, otherwise we will be unable to accept your return.
*This does not apply to FINAL SALE items on the website. FINAL SALE items are not eligible for return, refund or exchange.*
GO TO YOUR CLOSEST SOIA & KYO STORE!
Visit the store locator on our website.
*This does not apply to SALE items on the website, nor to purchases made with Paypal, Apple Pay, Affirm, and Amazon Pay*
OR - REQUEST A RETURN ONLINE
- On the website go to ‘My Order’
- Click the 'Create Return' button and complete the steps. An email will be sent to you with a pre-paid return label once your return is approved.
- Print (2) copies of the label, attach one outside the box and include one inside the box.
- Within 2 business days, drop off your package at your local FedEx ground drop-off center or call FedEx at 1-800-463-3339 to arrange a pick-up.