FAQ

TURNOVER TIME

CURRENTLY (10/21/21): 4 DAY TURNOVER TIME

 

Due to the complexity of some pieces please allow a max of 2-3 weeks to make and ship your custom item(s). 

**EXPEDITED SHIPPING IS AVAILABLE

If you need your order within the 2-3 week time frame, please send us an email BEFORE placing your order to ensure an on time delivery. We can almost always accommodate your request.

SHIPPING

We now ship WORLDWIDE! Please check the checkout page for shipping price to your destination. 

 

We use USPS first class mail shipping and charge a flat rate of $5.00 to ship anywhere in the United States, and $7.00 to ship to Canada. Once your item(s) are shipped you will receive an email with your tracking information. 

*shipping times listed  are after order completion

WHERE DO YOU SHIP FROM?

Your orders are shipped from California. 

I NEVER RECEIVED MY PACKAGE, WHAT DO I DO?

We understand how frustrating this can be, please check:
-that the shipping address that was entered when the order was placed is correct
-with your local post office to see if there was an attempted delivery, they will often hold packages that were unable to be delivered 

We are not responsible for lost/stolen packages, but please send us an email if your package is lost or stolen so we can help attempt to locate the package. If we are unable to locate your package on our end, you can contact USPS/DHL to file a lost claim. 

 

If the package is sent to the correct address and tracking is marked as delivered, we are not responsible for resending the package or a refund, the customer is responsible for shipping to have the package resent.

The customer assumes responsibility for the package once it has left our facility. If the incorrect address was input while placing the order, we are not responsible for intercepting the package or a refund, so please double check your information is correct when checking out. If you realize you input the wrong information, please let us know ASAP, so if the package has not yet left our facility we can change the address to get it delivered to the correct address. 

DO I NEED TO PAY CUSTOMS/DUTY/VAAT FEES ON INTERNATIONAL ORDERS? 

Certain countries will be charged customs taxes/duties, please check with your postal service to see if these apply to you. 

Packages that are sent back to us due to customer refusal to pay customs/duties/vaat fees will forfeit their order, or customer will need to email us to repay for shipping fees in order to have package resent.

HOW LONG DOES SHIPPING TAKE?

Please check which shipping option you chose at checkout to see how long package delivery will take. Standard domestic US shipping will take 5-7 days. There are expedited shipping options available.

CARE INSTRUCTIONS

Each of the items from SOSco. are handmade, so please be gentle. Please hand wash only, DO NOT MACHINE WASH/DRY. Handwash in cold soapy water and lay flat to dry. 

EXCHANGE POLICY

If you receive your item(s) and feel as though you are not satisfied with your purchase, please ensure that your item(s) meet the exchange/return eligibility and send us an exchange request within 7 days of receipt of your package. Unfortunately we cannot exchange custom orders, but send us and email if you are unhappy with the size/fit of your item and we may be able to alter your suit. 

Please see full exchange policy HERE.

RETURN POLICY

If you are not happy with your purchase and cannot find another item you would like, you can start your return request HERE. Items must meet exchange/return eligibility standards or the return request will be denied and sent back at customer's expense. Original shipping costs are non-refundable. We do not offer cash refunds—store credit only. We will normally respond to your request within 1-3 business days.  

THERE ARE NO RETURNS/EXCHANGES ON CUSTOM ORDERS.

 

CLEARANCE ITEMS ARE FINAL SALE.

Please see full return/exchange policy HERE.

CUSTOMER CARE

DO YOU HAVE A SIZE CHART?

Yes, you can view it HERE

WHAT IF I NEED HELP FINDING MY SIZE?

If you have checked the size chart/fit guide and still need help finding your size, send us an email and we’ll be glad to help.

WHAT IF I HAVE QUESTIONS THAT WEREN'T ANSWERED HERE?

Send us an email and we’ll help answer with your questions.