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Shipping Policy

At SoftRae, we are committed to providing you with a smooth and pleasant shopping experience. In-stock orders are usually shipped within 72 hours after the order is placed. Please allow 1–3 business days for processing before you receive tracking information. Most orders are expected to arrive within 3–5 business days after shipment.

Thank you for your patience and understanding.

We offer competitive shipping rates for all orders. Shipping fees will be automatically calculated at checkout based on the order contents, shipping address, and available shipping methods.

Sample orders are eligible for free shipping within the contiguous 48 United States. Free shipping eligibility for other orders will be based on the information displayed at checkout.

If your shipping address is located in any of the following areas, we are unable to deliver:

  • Alaska (AK)

  • Hawaii (HI)

  • Puerto Rico (PR)

  • U.S. Virgin Islands

  • Military bases

  • Remote areas accessible only by air or ferry

You may also contact our customer service team at Support@softrae.com for more information.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email.

We will provide you with a tracking number, which usually becomes active within 24 hours.

Please note:

  • Tracking updates may be delayed during holidays;

  • Tracking information usually takes 48–72 hours to update.

If you are unable to track your package properly, please contact us, and we will assist you within 48 hours.

Delivery Time Exceeds Expectations

If your order is delayed, please contact us at:Support@softrae.com

We will promptly check the status with the shipping carrier.

Thank you for your understanding and support.

Order Cancellation

Within 24 hours after placing an order, if the order has not yet been shipped, you may contact us to request cancellation. Eligible orders will receive a full refund with no order processing fee.

If the order has been shipped within 24 hours after submission, the order cannot be canceled free of charge. Since the order may have already entered the picking, packing, dispatch, or carrier shipping process, if you still wish to cancel, intercept, refuse delivery, or return the order, we may deduct a 15% order processing and warehouse restocking fee based on the order amount from your refund.

After 24 hours from order submission, if the order has not yet been shipped, you may still contact us to request cancellation. Since the order may have already entered payment review, inventory preparation, warehouse processing, or packing, we may deduct a 15% order processing fee based on the order amount from your refund.

If the order has already been shipped, it cannot be directly canceled. For shipped orders that need to be returned, refused, or refunded, please refer to our Return & Refund Policy. For orders that meet the return conditions, we may deduct a 15% order processing and warehouse restocking fee based on the order amount from your refund. Original shipping fees and return shipping costs may not be refundable, depending on the order status and the Return & Refund Policy.

If the order cancellation is due to an item being out of stock, shipping delay, inability to ship, or any other reason caused by SoftRae, we will provide a full refund for unshipped orders with no order processing fee.

To cancel an order, please contact us as soon as possible at Support@softrae.com and provide your order number.

Frequently Asked Questions

Q: Can I change the shipping address for my order?
A: Orders can only be changed or canceled through our customer service team before shipment.
Contact email: Support@softrae.com

Q: What should I do if the tracking information has not been updated after shipment?
A: If the tracking information has not been updated for more than 7 days, please contact us.
If it has been less than 7 days, please allow more time for the carrier to update the tracking information.

Q: Why did I only receive part of my order?
A: Your order may have been split into multiple packages.
Due to different shipping speeds, packages may not arrive at the same time.
Please allow 7 days. If you still have not received all items after that, please contact us to check the shipping status.

Q: I received a “Delivered” notification, but I did not receive the package. What should I do?
A: We recommend that you first contact your local post office or carrier to confirm the package status. Please also check your doorstep, mailbox, front desk, property management office, parcel locker, or with your neighbors, and contact the local carrier for delivery details.

If you still cannot locate the package, please contact us at Support@softrae.com within 7 days after the tracking status shows “Delivered.” We will assist you in checking the package status with the carrier.

Contact Us

If you have any questions or need assistance, please feel free to contact us:

Email: Support@softrae.com
Phone: