For any inquiries or concerns related to shipping, customers are encouraged to reach out to our customer service team. Our live chat support is available 24/7, ensuring you get a response within 30 seconds.
Alternatively, you can contact us by email at support@sohnne.com or via WhatsApp at +1 (833) 900-0017.
FAQs—Dispute Resolution
What should I do if my order is delayed beyond the estimated delivery time?
Check your tracking link for updates.
If there is no movement for more than 5 business days, contact our live chat support for immediate resolution.
What happens if my order arrives damaged or defective?
Take clear photos of the packaging and damaged item.
Report the issue via live chat within 48 hours for an expedited resolution.
Can I dispute a charge for an undelivered order?
If tracking shows no delivery, chat with our support team for a carrier investigation.
If the order is deemed lost, we will process a replacement or refund based on our policy.
How do I file a claim for a lost or stolen package?
If tracking says "delivered" but you haven’t received it:
Check with neighbors or building management.
Contact live chat support to initiate a claim within 7 days.
What should I do if I received the wrong item?
Take photos and videos of the received item and packaging.
Live chat with us immediately, and we’ll arrange for the correct item to be sent.
Can I request a refund if my package is returned due to an incorrect address?
Additional shipping fees may apply to resend the package.
Contact live chat support for immediate assistance.
Who is responsible if my package is lost in transit?
If the carrier loses your package, we’ll work directly with them to resolve the issue.
Orders with shipping insurance are eligible for faster claims processing.
What if I have a dispute regarding shipping charges?
If you believe you were overcharged for shipping, chat with us for a full review.
How long does it take to resolve a shipping dispute?
Most disputes are resolved within 5-7 business days.
Lost package claims may take longer due to carrier investigations.
Do I need to provide any documents when filing a dispute?
Depending on the dispute, we may ask for:
Order confirmation
Tracking details
Proof of damage (if applicable)