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 within 7 business days, varying by region, from Los Angeles. 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.
2. Returns & Exchanges
Q: What is your return policy?
A: We accept returns only for quality issues, wrong items, or shipping damage. Different timeframes apply:
- Shipping damage: Report within 72 hours of receipt
- Quality issues: Report within 7 days of receipt
- Wrong item or missing parts: Report within 7 days of receipt
- EU customers: 14-day cooling-off period for any reason
We do not accept returns for personal preference, incorrect size choice, or customer-caused damage. All returns require proof of purchase and prior authorization.
Q: How do I start a return?
A: Contact our customer service at support@sumyok.com within the applicable timeframe shown above. You must provide photos or video evidence of the issue. If approved, we'll send you a prepaid return label. You must ship the return package using the provided label within 7 days of receiving it.
Important: Returns sent without approved authorization will not be accepted.
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, Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club, Discover, Apple Pay, and Google Pay.
Q: Is my payment information secure?
A: Absolutely. All payments are processed securely through our payment partners. We never receive or store your full payment details on our servers. Your financial information is protected by industry-standard security measures throughout the entire transaction.
4. Delivery & Package Issues
Q: What if my package is lost?
A: If tracking shows no movement for an extended period 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. Visible damage must be reported within 72 hours of receipt.
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 items or quality issues, report within 7 days of receipt. 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 Return & Refund Policy.