Shipping policy
Shipping Policy
Soombuddy ("we" and "us") is the operator of https://soombuddy.com ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Returns
2.1 Return Due To Change Of Mind
Soombuddy will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and items are returned to us in original packaging, unused, and in resellable condition.
Return shipping will be paid at the customer's expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to the original payment method within 5-7 business days. We will notify you once this has been completed through email.
Soombuddy will refund the value of the goods returned but will NOT refund the value of any shipping paid.
2.2 Warranty Returns
Soombuddy will happily honor any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Soombuddy to process your warranty claim within 7 business days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
2.3 Defective or Damaged Products
If you receive a defective or damaged Soombuddy product, please contact us immediately at support.global@soombuddy.com with photos of the damage. We will arrange for a replacement to be sent at no cost to you, or issue a full refund including original shipping costs.
4. Delivery Terms
4.1 Transit Time - International
Generally, orders shipped internationally are in transit for 7-12 business days for standard shipping.
4.3 Dispatch Time
Orders are usually dispatched within 1-2 business days of payment confirmation.
Our warehouse operates Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Please contact us immediately at support.global@soombuddy.com if you need to update your shipping address.
4.5 P.O. Box Shipping
Soombuddy will ship to P.O. box addresses using postal services only. We are unable to offer courier services to these locations.
4.6 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us at support.global@soombuddy.com so that we can investigate and resolve the issue.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link via email from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service at support.global@soombuddy.com. If the parcel has been delivered without you being present, please contact customer service immediately with photos of the damage for next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website where applicable.
7.2 Import Duties & Taxes
For most international shipments, import duties and taxes will be pre-paid with no additional fees to be paid by customer upon arrival in destination country. However, depending on your country's customs regulations, you may be responsible for any additional duties or taxes. Please check your local customs requirements.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. Please contact us immediately at support.global@soombuddy.com.
If an order has already been dispatched, please refer to our refund policy (Section 2.1).
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier when insurance is selected at checkout.
9.1 Process for Parcel Damaged in Transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim. We will keep you updated throughout the process.
9.2 Process for Parcel Lost in Transit
We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.
10. Product Safety & Care
All Soombuddy products meet international safety standards including CE and CPC certifications. Please refer to the care instructions included with your product to ensure longevity and safe use.
11. Customer Service
For all customer service enquiries, please email us at support.global@soombuddy.com
We aim to respond to all enquiries within 24 hours during business days.
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