Sosshome™ is owned and operated by Hangzhou Yueyang Ark Technology Co., Ltd. | Legal Representative: Ji Jialiang | Customer Support Email: service@sosshome.com
Business Address: Room 773, No. 159 Longzhang Road, Jiangcun Subdistrict, Xihu District, Hangzhou City, Zhejiang Province

Frequently Asked Questions

Who operates Sosshome™?

Sosshome™ is owned and operated by Hangzhou Yueyang Ark Technology Co., Ltd.

The Legal Representative is Ji Jialiang.

The published business address is:

Room 773, No. 159 Longzhang Road, Jiangcun Subdistrict, Xihu District, Hangzhou City, Zhejiang Province.

How do I contact customer support?

Email:

service@sosshome.com

For an existing order, please include the order number.

How long does order preparation normally take?

Standard orders are generally prepared within 1–3 business days.

Preparation may include inventory allocation, product checking, protective packing, labeling, and dispatch coordination.

How long does transportation take?

After dispatch, estimated transportation normally takes 3–7 business days.

The transportation period begins after dispatch and is separate from the order preparation period.

Can delivery take longer?

Occasionally.

Carrier congestion, severe weather, public holidays, regional delivery restrictions, customs procedures where applicable, remote locations, or other external circumstances may extend transportation.

Where can my order be fulfilled from?

Orders may be prepared through our own or partner fulfillment facilities according to inventory availability, destination, product type, and logistics requirements.

The public company address identifies the legal operator of Sosshome™ and does not necessarily represent the dispatch location of every parcel.

How are shipping charges determined?

Where a shipping charge applies, the applicable amount is displayed before final order submission.

The amount may depend on destination, available delivery option, parcel size, parcel weight, or other relevant logistics factors.

Will tracking information be provided?

Where tracked transportation is available, tracking information will be provided after dispatch.

Carrier systems may take additional time before showing the first tracking event.

What if tracking stops updating?

If tracking remains unchanged for an unusual period, contact:

service@sosshome.com

Please include the order number and tracking reference where available.

What happens if my parcel appears lost?

We may review tracking records, fulfillment information, carrier notices, and other relevant information.

Where appropriate, additional investigation may be requested.

Depending on the findings, a reasonable resolution may include continued investigation, replacement, refund, or another suitable solution.

What if tracking says delivered but I cannot find the parcel?

Check the immediate delivery location, household members, reception, parcel lockers, safe-place locations, and available carrier notes.

If the parcel remains missing, contact our team.

A delivered tracking event is relevant information but is not automatically treated as the sole basis for rejecting a reasonable delivery complaint.

Can I change my delivery address?

Contact us as soon as possible.

We will make reasonable efforts to update information before dispatch where operationally possible.

Once carrier handling has begun, changes may no longer be available.

Can I cancel an order?

Cancellation requests should be submitted as soon as possible and before dispatch.

We will make reasonable efforts to stop the order while cancellation remains operationally possible.

Once dispatch has begun, cancellation cannot be guaranteed.

Is there an arbitrary cancellation penalty?

No arbitrary penalty is imposed solely because a customer requests cancellation.

The main limitation is whether the order can still reasonably be stopped.

What happens if the order can no longer be cancelled?

Where eligible, the product may still qualify for a return after delivery under the 30-day return policy.

What is the return period?

Eligible items may be returned within 30 calendar days after delivery.

How do I request a return?

Contact:

service@sosshome.com

Provide the order number, product concerned, reason for the return, and relevant information concerning the product's condition.

Please wait for instructions before sending merchandise.

Is the company registration address the return warehouse?

Not automatically.

The legal address identifies the business operating Sosshome™, while merchandise may need to be returned to a different facility.

Customer support will provide the correct destination after approval.

What condition should a preference-based return be in?

For a standard preference-based return, the product should generally remain:

• unused beyond reasonable inspection;

• clean;

• materially unaltered;

• complete;

• and accompanied by original packaging and included components where reasonably possible.

Can I open or assemble an item to inspect it?

Reasonable inspection does not automatically prevent an eligible return.

For items requiring basic assembly to determine suitability, reasonable inspection may be considered as part of the return review.

Extensive use, permanent installation, material alteration, customer-caused damage, or missing components may affect preference-based return eligibility.

Who covers return transportation?

For a preference-based return involving a correctly supplied product, the customer is generally responsible for reasonable return transportation costs.

When an item is confirmed to have arrived damaged, defective, incorrect, or materially inconsistent with its description because of our fulfillment process, we will provide an appropriate solution without requiring the customer to bear additional transportation costs caused by that confirmed issue.

What if my item arrives damaged?

Contact customer support and provide the order number and photographs showing the condition.

Packaging photographs may also be requested where relevant.

What if I receive the wrong color or variation?

Contact us with photographs showing the received product and your order information.

After the discrepancy is confirmed, an appropriate solution will be provided.

What if hardware or another component is missing?

Contact customer support before returning the complete product.

Depending on the circumstances, we may supply the missing component, replace the item, approve a refund, or provide another reasonable solution.

Why might colors look slightly different online?

Room lighting, product photography, monitor calibration, material texture, and production variation can affect the way a color appears.

Minor differences may occur.

A material difference from the selected product variation should be reported.

Why should I check dimensions?

Lifestyle images may not accurately communicate physical scale.

Customers should review stated dimensions before ordering products for a specific space.

How quickly are after-sales requests reviewed?

Normally within 3 business days after sufficient information has been received.

How long does an approved refund take?

Approved refunds normally complete within 7–10 business days.

Can items from one order arrive separately?

Yes.

Separate fulfillment locations, parcel dimensions, or inventory allocation may occasionally result in multiple parcels.