Shipping policy

This Shipping Policy applies to all purchases made on Sofahug.com, which is owned and operated by KEVERA LLC.

By placing an order with us, you agree to be bound by the terms outlined below. Once your order is placed, you will receive a confirmation email containing the details of the items purchased and your shipping information. Please review these details carefully. If you notice any discrepancies, contact us immediately.

If you do not receive a confirmation email within 24 hours, please check your spam/junk folder before contacting us.

1. Order Processing

We strive to process and dispatch all orders as quickly as possible. Our standard order processing time (picking, quality checking, and packing from the warehouse) is typically 1–3 business days.
Business days do not include weekends or public holidays.

2. Shipping Times & Costs

We are committed to providing reliable delivery for your Sofahug products. Our current shipping options and rates are as follows:

Shipping Option Order Value Delivery Time (Business Days) Cost
Standard Shipping Under $150.00 7–15 Business Days $9.99
Free Standard Shipping $150.00 and over 7–15 Business Days FREE

 

Important Note on Free Shipping: The $150.00 threshold for Free Shipping is calculated after all discounts and promo codes have been applied, and before taxes.

Delivery Estimates: Please note that delivery times are estimates. While we successfully meet these timelines for the vast majority of our orders, times may occasionally vary due to customs inspections, adverse weather conditions, or peak season demand. Such circumstances are beyond our direct control.

3. Tracking Your Order

Once your order has been dispatched, a tracking code will be generated and sent to you via email.

  • Tracking updates may take up to 48–72 hours after the tracking code is issued to fully sync and appear on the carrier’s website.

  • For delivery updates once the package reaches your country, you can also check with your local postal service (e.g., USPS) using the provided tracking number.

If you encounter issues with tracking, please contact us at support@sofahug.com.

4. Order Cancellation & Modification

Orders may be canceled or modified ONLY before they have been processed and dispatched.
Because we aim to fulfill orders swiftly, we process them quickly. Once an order has been handed over to the shipping carrier, it cannot be canceled, modified, or refunded, as the parcel is no longer under our control.

5. Change of Shipping Address

If you entered the wrong address during checkout, please contact support@sofahug.com immediately.

  • Address changes can only be made if the order has not yet been processed.

  • If the package is returned to us or lost due to an incorrect or incomplete address provided by the customer, the customer will be responsible for any reshipping costs or loss of the item.

6. Damaged or Missing Items

We take strict precautions to ensure that all products are shipped safely. If your order arrives damaged or is missing items, please notify us within 3 business days of delivery at support@sofahug.com. Please include clear photos of the damaged/missing items and the original packaging.
Failure to report within this timeframe may limit our ability to file a claim with the carrier and assist you.

7. Customer Responsibility & Liability Disclaimer

  • Accuracy: Please ensure that all shipping information provided is accurate and complete at checkout. We are not liable for delays or losses caused by incorrect details.

  • Delivery: Once the package is marked as “Delivered” by the official carrier (e.g., USPS, FedEx), KEVERA LLC is no longer responsible for theft or loss. Customers are advised to track their delivery closely and ensure a secure drop-off location.

  • Delays: We will actively assist you in contacting the carrier to resolve any delivery issues to the best of our ability, but we cannot be held financially liable for delays outside of our control.

8. Final Note

By placing an order on Sofahug.com, you acknowledge and agree to this Shipping Policy in its entirety. For any questions, our support team is always here to help at support@sofahug.com.