1. Is shipping free for all orders?
We offer free shipping for qualifying orders within our standard service areas. However, free shipping does not apply to bulk or business purchases, or deliveries to certain remote areas where additional fees may be required.

2. How can I track my order?
Once your order has been shipped, you will receive a confirmation email with tracking information. You can use this to monitor your shipment’s progress directly on our tracking page.

3. How long does it take to process my order?
Orders are processed within 1-2 business days after payment confirmation. Our delivery team will contact you to schedule the delivery, typically within 1-2 business days after processing.

4. Are there extra fees for deliveries to apartments or multi-story buildings?
Yes, any additional fees charged by building management for moving items from the ground floor to your specified floor are the customer’s responsibility. If these fees are not covered, the package will be delivered to a designated area for pickup.

5. Can I change my delivery address after placing an order?
Once an order is prepared or shipped, we cannot change the delivery address. Please ensure your address is complete and accurate when placing your order to avoid issues.

6. What happens if I’m not available at the time of delivery?
If you are unavailable during the scheduled delivery time, our delivery team will contact you to reschedule. Any associated fees for re-delivery will be the customer’s responsibility.

7. Do you provide assembly for shipped items?
Assembly services are not available for items shipped via parcel services. For larger or bulky items, please refer to our assembly policy.

8. Are taxes and duties included in my shipping fee?
For orders within the U.S. and Europe, applicable taxes and duties are calculated at checkout. Any additional customs charges are the customer’s responsibility upon delivery.

9. How do I know if my items are insured during shipping?
High-value items are insured through InsureShield™, which provides coverage against loss or damage during shipping. Details of this insurance are included with your shipment confirmation.

10. What should I do if my package is returned due to an incorrect address?
If your package is returned because of an incomplete or incorrect address, we will contact you to arrange re-shipping. Additional fees may apply for re-delivery.

11. What’s the policy for bulky items or items with special shipping notes?
Items labeled as ‘bulky’ or those with notes stating ‘additional shipping may apply’ may incur specific shipping fees based on the size and delivery location. Our team will inform you of these fees before shipment, and you may choose to cancel for a full refund if the costs are not as expected.

12. Can I cancel my order if the shipping fees are higher than expected?
Yes, if the additional shipping fees are not acceptable, you may cancel your order before it is dispatched, and a full refund will be provided.

13. What should I do if I have questions or complaints about my delivery?
For any questions or complaints, please contact our customer service via email at support@sohnne.com or WhatsApp at +1 (833) 900-0017. We’re here to assist you and ensure a smooth resolution.