Shipping Policy

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

Shipping Policy

How Our Fulfillment Timeline Works

Sosshome™ separates the ordinary fulfillment process into two stages:

Order Preparation: generally 1–3 business days
Transportation After Dispatch: normally 3–7 business days

Transportation begins after the order has been dispatched.

Order Preparation

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

Preparation may involve:

inventory confirmation;
product handling;
protective packaging;
fulfillment assignment;
parcel labeling;
and dispatch coordination.

Circumstances That May Affect Preparation

Preparation may occasionally take additional time where:

the delivery address requires clarification;
inventory needs to be transferred;
public holidays affect fulfillment;
unusually high order volume affects capacity;
or an unexpected operational disruption occurs.

If clarification from the customer is necessary, we may contact the email address associated with the order.

Estimated Transportation Period

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

This timeframe is an estimate based on ordinary transportation conditions and is not an absolute guaranteed arrival date.

Conditions That May Affect Transportation

Transportation may occasionally be affected by:

severe weather;
carrier congestion;
public holidays;
transportation network disruption;
regional delivery limitations;
remote destinations;
customs procedures where applicable;
incorrect delivery details;
or other circumstances outside ordinary operational control.

Shipping Charges

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

The amount may depend on factors including:

delivery destination;
available transportation service;
parcel dimensions;
parcel weight;
and other relevant logistics requirements.

Required shipping charges are intended to be visible before an order is submitted.

Fulfillment and Shipping Origin

Orders may be fulfilled through our own facilities or partner fulfillment facilities depending on:

inventory availability;
product category;
destination;
warehouse capacity;
parcel characteristics;
and logistics requirements.

The Zhejiang business address published on Sosshome™ identifies the legal operator of the website.

It does not mean that every order is stored, packed, or dispatched from that address.

We do not intend to describe an order as locally dispatched where that description would not accurately represent the actual fulfillment arrangement.

Tracking Information

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

Carrier systems may take additional time before displaying the first movement event.

Tracking Has Not Updated

If tracking remains unchanged for an unusual period, contact:

service@sosshome.com

Please provide the order number and tracking reference where available.

After-sales enquiries are normally reviewed within 3 business days once sufficient information is available.

Delayed Delivery

If an order appears delayed, we may review:

warehouse dispatch records;
tracking events;
carrier notices;
destination information;
and other relevant delivery records.

Where appropriate, additional information may be requested from the transportation provider.

Potential Lost Package

If available information reasonably indicates that a shipment may have been lost during transportation, the issue will be investigated.

Depending on the circumstances and available findings, a reasonable resolution may include:

further carrier investigation;
replacement;
refund;
or another appropriate solution.

Transfer of the parcel to a transportation provider does not automatically end our responsibility to review a legitimate delivery problem.

Delivered Status but Package Not Found

Where carrier information indicates delivery but the customer cannot locate the parcel, customers should first check:

the surrounding delivery area;
household members;
building management or reception;
parcel lockers;
designated safe locations;
and carrier notes.

If the parcel remains unavailable after reasonable checking, contact us.

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

Delivery Address Accuracy

Customers should provide a complete and reasonably accurate delivery address.

If an error is discovered, contact customer support promptly.

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

Address modifications may no longer be available once carrier handling begins.

Split Shipments

Orders containing several products may occasionally be divided into multiple parcels.

Reasons may include:

different inventory locations;
product dimensions;
separate fulfillment facilities;
or different handling requirements.

Separate parcels may have different tracking references and may arrive on different dates.

Unsuccessful Delivery

If a parcel is returned because delivery could not be completed, the circumstances will be reviewed.

The appropriate next step may depend on carrier records, the reason for unsuccessful delivery, parcel condition, and accuracy of the address information provided.