Shipping policy
Shipping Policy
At SoftRae, we are committed to providing you with a smooth and pleasant shopping experience. In-stock orders are typically shipped within 72 hours after the order is placed. Please allow 1–3 business days for processing before tracking information becomes available. Most orders are expected to be delivered within 3–5 business days after shipment.
Thank you for your patience and understanding.
We offer competitive shipping rates on all orders. Shipping costs 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 48 contiguous United States. Free shipping eligibility for other orders will be based on the information displayed at checkout.
We are currently unable to deliver to the following locations:
* 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 support team at [Support@softrae.com](mailto: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 may take 48–72 hours to update.
If you are unable to track your package, 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](mailto:Support@softrae.com)
We will promptly check the status with the shipping carrier.
Thank you for your understanding and support.
## Order Cancellation
You may contact us to request order cancellation within 24 hours after placing your order, provided that the order has not yet been shipped. Eligible orders will receive a full refund with no order processing fee.
If your order has already been shipped within 24 hours after it was placed, it cannot be canceled free of charge. Since the order may have already entered the picking, packing, warehouse release, or carrier transportation process, if you still wish to cancel, intercept, refuse, or return the order, we may deduct a 15% order processing and restocking fee from the refund amount.
If more than 24 hours have passed since the order was placed and 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 from the refund amount.
If the order has already been shipped, it cannot be canceled directly. For shipped orders that need to be returned, refused, or refunded, please refer to our Return and Refund Policy. For eligible returns, we may deduct a 15% order processing and restocking fee from the refund amount. Original shipping fees and return shipping costs may not be refundable, depending on the order status and our Return and Refund Policy.
If the order cancellation is due to out-of-stock items, shipping delays, inability to ship, or any other reason caused by SoftRae, we will provide a full refund for unshipped orders without charging any order processing fee.
To cancel an order, please contact us as soon as possible at [Support@softrae.com](mailto: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 modified or canceled before shipment through our customer support team.
Contact email: [Support@softrae.com](mailto:Support@softrae.com)
**Q: What should I do if the tracking information has not been updated after my order has shipped?**
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 additional 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 for all packages to arrive. If you still have not received all items after 7 days, please contact us to check the shipping status.
**Q: I received a “Delivered” notification, but I did not receive my package. What should I do?**
A: We recommend first contacting your local post office or carrier to confirm the package status. Please also check your front door, mailbox, reception desk, property management office, parcel locker, or with neighbors, and contact the local carrier to confirm the delivery details.
If you still cannot locate the package, please contact us at [Support@softrae.com](mailto: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](mailto:Support@softrae.com)
Phone: