If you have any concerns about your order, our customer service team is here to help.
Live Chat Support: 24/7, average response time under 30 seconds.
Email: support@sohnne.com
WhatsApp: +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 the latest updates. If there’s no movement for more than 5 business days, contact our live chat team. We’ll work with the carrier to investigate and update you on the next steps.
What happens if my order arrives damaged or defective?
Take clear photos of the damage and an unboxing video at the time of delivery.
Send them via live chat within 48 hours of receiving your item.
Our team will review and arrange a replacement or refund according to the product’s condition and our return policy.
Claims without this documentation may not be eligible.
Can I dispute a charge for an undelivered order?
Yes. If tracking shows no delivery, contact us via live chat. We will open an investigation with the carrier. If confirmed lost, you can choose a replacement or refund under our 60-Day Satisfaction Guarantee.
How do I file a claim for a lost or stolen package?
If tracking shows “Delivered” but you haven’t received it:
Check with neighbors, building staff, or reception.
If still missing, contact us within 7 days so we can file a claim through Route™ Shipping Protection.
Claims filed after 7 days may not be covered.
What should I do if I receive the wrong item?
Take photos and a short video of the incorrect item and packaging. Please send them to us via live chat at your earliest convenience so we can arrange a replacement.
Can I request a refund if my package is returned due to an incorrect address?
Yes, but return shipping fees will be deducted from your refund. Additional shipping costs will apply if the item is reshipped to a new address.
Who is responsible if my package is lost in transit?
If your package is lost while in the carrier’s possession, Sohnne® will handle the claim process directly with the shipping provider. Once the loss is confirmed, we will arrange a replacement or issue a refund according to our shipping and return policy.
What if I have a dispute regarding shipping charges?
If you believe you were incorrectly charged for shipping, contact us via live chat. We’ll review your order and correct any errors.
How long does it take to resolve a dispute?
Most disputes are resolved in 5–7 business days. Carrier investigations may take longer.
Do I need to provide documents when filing a dispute?
We may request:
Order confirmation or invoice
Tracking link
Photos or videos of the item/packaging
Unboxing video (mandatory for damage claims)
Delivery receipt or carrier proof of delivery
Can I cancel my order after placing it?
Yes, if it’s within 12 hours and your order has not been processed for shipment.
Cancellations after 12 hours but before shipment may incur a 5% processing fee.
Orders already in transit cannot be canceled.
What happens if I refuse delivery?
Refusing delivery is not considered a valid cancellation. You must receive the order first and then request a return. Return shipping and restocking fees will apply.
Is my return eligible if I don’t have the original packaging?
No. All returns must be in their original, undamaged packaging. Assembled, altered, scratched, or stained items, or those without original packaging, are not eligible for return.
What if I miss my scheduled delivery?
If no one is available to receive the delivery, it will be marked as a failed attempt. Additional delivery or return fees may apply. Missed deliveries are not a valid reason for cancellation.
Are custom-made or bulk orders eligible for cancellation or return?
No. Made to Order and customized products are final sales once confirmed. Orders of five or more items are also non-cancelable after payment.
What is the refund breakdown if I return my order after 14 days?
Returns after 14 days are subject to a 20% restocking fee. Only the item subtotal (after the fee) and applicable taxes are refundable. Shipping fees and shipping-related taxes are non-refundable. Refunds are processed after inspection and approval.