What should I do if there’s a problem with my sofa delivery?
We understand that delays or delivery issues can be frustrating. This article outlines how to resolve disputes related to shipping, missing items, wrong deliveries, or damage. Our goal is to provide fast, fair, and clear resolutions.
Contacting Support
If you encounter any issues, please contact our customer support team:
Live chat: Available 24/7 with a response time under 30 seconds
Email: hello@sofatica.com
WhatsApp: +1 (833) 700-0068
FAQs — Dispute Resolution
What should I do if my order is delayed beyond the estimated delivery time?
First, check your tracking link for updates.
If there’s no movement for 5+ business days, contact live chat for immediate investigation.
What happens if my order arrives damaged or defective?
Take clear photos and videos of the packaging and the damaged item.
Report the issue via live chat within 48 hours to ensure eligibility for resolution.
Can I dispute a charge for an undelivered order?
If the tracking shows no delivery, chat with support.
If confirmed as lost, we will process a replacement or refund, per our shipping policy.
How do I file a claim for a lost or stolen package?
If the tracking shows "delivered" but you didn’t receive it:
Check with neighbors or building staff.
Contact live chat within 7 days to initiate a claim.
What should I do if I received the wrong item?
Take photos or videos of the item and packaging.
Initiate a live chat and we’ll arrange for the correct item to be dispatched.
Can I request a refund if my package is returned due to an incorrect address?
Yes, but additional shipping fees may apply.
Contact live chat for assistance in reshipping.
Who is responsible if my package is lost in transit?
If the carrier loses your package, we’ll handle the claim with them directly.
If you have shipping insurance, the claims process is typically faster.
What if I believe I was overcharged for shipping?
Please reach out to us via chat or email.
We’ll review your order and provide a full explanation or refund if applicable.
How long does it take to resolve a shipping dispute?
Most cases are resolved within 5–7 business days.
Lost package claims may take longer, depending on carrier response times.
Do I need to provide documents when filing a dispute?
Yes, depending on the case, we may request:
Order confirmation
Tracking information
Proof of damage or incorrect item (photos/videos)