Shipping
We always aim to get orders out within 24 hours after payment is received. We believe that our product will meet your expectations and so our service should be.
We offer Free Shipping for most of our products and 24-hour dispatch through our excellent courier partners.
Note: If your order will be delivered to a business address, please include the business name on the address to be provided. Please make sure your registered address and contact number are correct and current (No Post Office Boxes, GPO Box, Mail Bags), as we take no responsibility for items sent to old addresses. Please make sure there is someone to receive the package on the expected date of delivery.
SHIPPING TIME FRAME
Shipment will take 2-3 business days if the given address is within Victoria, 3-5 business days if within NSW and SA, and 7-10 business days if within WA and NT.
The ETA will be given by the courier for reference. But for some instances, delivery might take longer than expected due to various reasons. If the package is not within the time frame given, please track your order or contact us.
Additional information
Cancellations before/after dispatch:
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. If an order has already been dispatched, please refer to our refund policy.
For parcel damaged in-transit:
We will process a refund or replacement as soon as the courier has completed their investigation into the claim. Please send us photos to process the refund/replacement faster.
For parcel lost in-transit:
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Returns
Our team always strives for the best. Any issue encounters, you are welcome to contact our customer service team in order to help you with your concern. You can email us directly at support@sogainternational.com for immediate assistance as our customer support care is available via email 24/7.
Change of Mind Return Policy
If you decide to change your mind, the item doesn’t fit the original purpose or it was purchased by mistake, it will be under a change of mind policy. You are welcome to return it under this policy but this can be done within 14 days only.
A photo/video of the item’s condition is required for assessment. Products are required to be inside the original package and unused condition. Failure to do so might deny the refund.
Refund – The total refund will be minus the original postage that was used to send the product, handling fee, and 5% administration fee. The return postage will also be under your own cost/expense.
Damaged Return Policy
If you received the package/item damaged, it should be reported within 24 hours. We make sure that we package our products securely to avoid damaged deliveries.
Please send a photo/video showing the damage in order to review by our team and will respond with further steps/instructions. Damaged items/packages will be collected by the courier company and will be assessed. You will be entitled to a refund or replacement.
Faulty Return Policy
If you encounter some issues with the product like not working properly, etc., please do contact our customer service team for immediate assistance. Providing a photo/video showing the fault should be included in order to resolve the issue. It will be assessed by the team and further instructions will be given.
For minor issues – Our team can offer some instructions to fix the issue or we can send spare parts.
For major issues – Our team will collect the item for repair however if in case that it cannot be repaired, our team will offer a replacement for it.
However, if you would like to return the faulty item for refund, please do contact support@sogainternational.com first for further instructions on how to return the product.
Product not as described
We guarantee you that all items we offer are fitted for their general or specific purposes included in the listing information. If the criteria cannot be met, you are entitled to report it to our customer support team and it can be replaced or refunded. However, please make sure that it will be within 14 days after the products arrive at your delivery address.
A photo/video of the item’s condition is required for assessment. Products are required to be inside the original package and unused condition. Failure to do so might deny the refund.
