FAQ
1. Orders & Shipping
Q: How long will it take to receive my order?
A: After placing your order, please allow 3 business days for processing before it ships. Once shipped, delivery typically takes 7-15 business days via standard shipping. This is an estimate and actual delivery times may vary due to carrier schedules, weather, or holidays.
Q: Where do you ship?
A: We currently only ship to addresses within the Contiguous United States (the lower 48 states). We do not ship to Alaska, Hawaii, U.S. territories, or international addresses at this time.
Q: What are your shipping costs?
A: We offer FREE standard shipping on all orders to the Contiguous U.S., with no minimum purchase required!
Q: How can I track my order?
A: Once your order ships, you'll receive a shipment confirmation email with tracking information. You can also log into your account and visit the "Orders" section to view your tracking number and status. Click the tracking number to see real-time updates on the carrier's website.
Q: Why does my tracking show multiple shipments?
A: To ensure the fastest delivery, your order may be fulfilled from multiple warehouses. You may receive separate tracking numbers for different items, and packages may arrive on different days.
Q: Can I change my shipping address after ordering?
A: Contact us immediately at support@sumyok.com if you need to change your address. We can only update addresses before orders are processed for shipping. If address changes result in additional carrier fees, you will be responsible for those charges.
Q: What if no one is home for delivery?
A: If delivery is unsuccessful, the carrier will leave a notice with instructions for pickup or reattempt. It's your responsibility to follow these instructions. Packages returned to us due to failed delivery may be subject to restocking and return shipping fees.
2. Returns & Exchanges
Q: What is your return policy?
A: We have a 14-day return policy starting from the date you receive your item. To be eligible, items must be defective, have quality issues, be incorrect/damaged during shipping, and must be in original condition. We do not accept returns for personal preference, incorrect size choice, or customer-caused damage. All returns require proof of purchase.
Q: How do I start a return?
A: Contact our customer service at support@sumyok.com within 14 days of delivery. You must provide photos/video evidence of the issue. If approved, we'll send you a prepaid return label. Important: Returns sent without approved authorization will not be accepted.
Q: What items are not returnable?
A: We cannot accept returns on gift cards. Items marked as "Presale" are final and non-refundable (though refundable if we miss the promised ship date). All returns must meet the conditions listed in our full policy.
Q: Do you offer exchanges?
A: The fastest way to exchange is to return the original item and place a new order once your return is approved. We don't offer direct exchanges.
Q: How long do refunds take?
A: Once we receive and inspect your return (verifying the reported issue), approved refunds are processed to your original payment method within 5-7 business days. Your bank may take additional time to post the refund.
3. Payment & Security
Q: What payment methods do you accept?
A: We accept PayPal for all transactions.
Q: Is my payment information secure?
A: Absolutely. All payments are processed securely through PayPal. We never receive or store your payment details on our servers. Your financial information is protected by PayPal's advanced security measures throughout the entire transaction.
4. Delivery & Package Issues
Q: What if my package is lost?
A: If tracking shows no movement for over 7 business days past the estimated delivery date, contact us at support@sumyok.com with your order number. We'll initiate a carrier investigation on your behalf.
Q: What if I receive a damaged package?
A: If possible, refuse delivery of damaged packages. Then contact us immediately at support@sumyok.com with photos of the damaged package and contents.
Q: Are there extra delivery fees I should know about?
A: For deliveries requiring special services (inside delivery, upstairs delivery, or if the driver incurs waiting time), the carrier may charge additional fees. You are responsible for any such fees at delivery. Please ensure your address can accommodate standard curbside/front-door delivery.
Q: What if my item arrives damaged or incorrect?
A: Inspect your order immediately upon delivery. For visible damage, report within 72 hours of receipt. For incorrect/defective items, report within 14 days. Contact support@sumyok.com right away with photos and details.
Still have questions?
Contact our customer support team:
Email: support@sumyok.com
For complete details, please see our full Shipping Policy and Refund Policy.