Shipping policy

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

We aim to provide a clear and reliable delivery experience from the moment your order is placed until it arrives at your door. Please review the information below for details about order processing, fulfillment, shipping times, tracking, and delivery.

After placing an order, you will receive an order confirmation email containing your purchase and shipping details. Please review this information carefully and contact us as soon as possible if anything needs to be corrected.

If you do not receive an order confirmation within 24 hours, please check your spam or junk folder before contacting us.

1. Order Processing

Our standard handling time is 1–3 business days.

During this time, your order is processed, quality-checked, packed, and prepared for handoff to the shipping carrier.

Business days do not include weekends or public holidays.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

2. Order Fulfillment

To serve our customers efficiently, SofaHug uses a distributed fulfillment network supported by third-party logistics and fulfillment partners.

Orders are dispatched from the most appropriate fulfillment location based on product availability, inventory location, and delivery destination. Our current fulfillment network includes facilities in the United States, Vietnam, and China.

The fulfillment location may vary by product or order.

Regardless of where an order is fulfilled, the same SofaHug customer support, shipping policy, and return policy apply. Tracking information is provided for every dispatched order.

3. Shipping Times & Costs

Our current standard shipping rates are:

Shipping Option	Order Value	Transit Time After Dispatch	Cost
Standard Shipping	Under $150.00	7–15 business days	$9.99
Free Standard Shipping	$150.00 and over	7–15 business days	FREE

Estimated Total Delivery Time

Orders are typically delivered within approximately 8–18 business days from the date the order is placed.

This estimate includes:

1–3 business days for order processing and handling; and
7–15 business days for transit after dispatch.

Free Shipping Threshold

The $150.00 free-shipping threshold is calculated after discounts and promotional codes have been applied and before taxes.

Delivery Estimates

Shipping and delivery times are estimates rather than guaranteed delivery dates.

Most orders arrive within the estimated timeframe. However, occasional delays may occur due to circumstances outside our direct control, including customs processing, carrier delays, severe weather, peak-season demand, or other logistical disruptions.

If your shipment appears significantly delayed, please contact us at support@sofahug.com and our team will help review the shipment status.

4. Tracking Your Order

Once your order has been dispatched, a tracking number will be sent to the email address used during checkout.

Please note:

Tracking information may take approximately 48–72 hours after dispatch to fully update in the carrier's tracking system.
Tracking may be handled by more than one logistics provider during international or cross-border transit.
Once a shipment reaches its destination country, final delivery may be completed by a local carrier such as USPS or another regional delivery provider.

If you experience an issue with your tracking information, please contact us at:

support@sofahug.com

Please include your order number so we can assist you more quickly.

5. Order Cancellation & Modification

Orders may be canceled or modified only before they have been processed and dispatched.

Because we aim to fulfill orders promptly, we cannot guarantee that a cancellation or modification request can be completed after an order has been placed.

Once an order has been handed over to the shipping carrier, it can no longer be canceled or modified.

However, after delivery, eligible items may still be returned in accordance with our Refund & Return Policy.

If you need to cancel or modify an order, please contact us as soon as possible at:

support@sofahug.com

6. Changes to the Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your shipping address, please contact us immediately at:

support@sofahug.com

We will do our best to update the address if the order has not yet been processed or dispatched.

Once an order has entered the shipping network, we may no longer be able to change the delivery address.

If an order is returned to us because of an incorrect, incomplete, or undeliverable address provided during checkout, additional shipping charges may apply if the customer requests reshipment.

7. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or with an item missing from the package, please contact us as soon as possible and within 30 days of delivery.

Email:

support@sofahug.com

Please include:

Your order number;
A description of the issue;
Clear photos of the affected item, where applicable; and
Photos of the packaging when relevant.

Our support team will review the issue and provide an appropriate resolution in accordance with our Refund & Return Policy.

If the issue resulted from a fulfillment or shipping error on our side, eligible resolution costs will be handled in accordance with that policy.

8. Packages Marked as Delivered but Not Received

If your tracking information shows that your package has been delivered but you cannot locate it, please first check:

Around your delivery location;
With household members or neighbors;
With your building reception or mailroom, if applicable; and
Any delivery notes provided by the carrier.

If you still cannot locate the package, contact us at support@sofahug.com.

We will assist you in reviewing the tracking information and, where appropriate, help initiate an investigation with the shipping carrier.

Customers are encouraged to monitor tracking updates and provide a secure delivery location whenever possible.

9. Shipping Delays

While we work with our fulfillment and logistics partners to provide reliable delivery, circumstances outside our direct control can occasionally affect shipping times.

These may include:

Customs or border inspections;
Severe weather;
Carrier network disruptions;
Peak holiday demand;
Transportation disruptions; or
Other unexpected logistical events.

If your shipment is delayed beyond the normal estimated timeframe, please contact us and we will assist you in reviewing the shipment status.

10. Returns After Delivery

Shipping and order cancellation are separate from our return process.

Once an order has been dispatched, it cannot normally be canceled while in transit. However, after the order has been delivered, eligible items may be returned within the applicable return period.

For information about: