Shipping and Returns

Here are some general guidelines about how we handle shipping, returns, and all that kind of stuff. There may be a little technical lingo in some parts of it, but we’re here if you need any help.

Delivery Destinations

We ship most items globally, but there are some countries we can’t deliver to due to legal or shipping carrier restrictions.

Shipping Options

Shipping costs and estimated delivery dates are updated in real time with current rates and can be affected by delivery address as well as size and weight of items shipped. However, we try to lower shipping costs where possible, especially if multiple or bundled items are ordered, and offer multiple shipping options for your convenience and to best suit your needs.

We offer FREE SHIPPING for orders over $100 to our domestic customers!

Unfortunately, due to changes in the current global market, we are no longer able to offer FREE SHIPPING as a standard option for any of our customers.

We can offer EXPRESS DELIVERY for many items, though this may be unavailable during busy seasons and around holidays.

Shipping for media items is reflected separately in your shopping cart for our internal processes, but this does not affect your order total.

If you have any special delivery needs or questions, please do not hesitate to contact us.

Delivery Times

Usually, it can take a few days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but generally can be estimated as follows:

● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days

After your order is processed, we will send you tracking information if available for your delivery.

Once your order is handed over to the carrier, we have no control over it regarding delivery time delays or other issues. At that point, you will need to contact the carrier with any inquiries.

NOTE about Covid-19

Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

Customs Fees

Depending on your order’s destination, you may be required to pay customs fees. The fees vary depending on the order value, country limits, and other factors.

Common Questions

Where will my order ship from?

We work with facilities worldwide, depending on the product and which location may be closest to you.

My order should be here by now, but I still don’t have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at support@sonshineonline.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@sonshineonline.com.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@sonshineonline.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Returns

What’s your return policy?

Because most of our products are specialty items, we don’t usually offer returns and exchanges. But if there’s something wrong with your order, please let us know by contacting us at support@sonshineonline.com! See below for further details.

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@sonshineonline.com with photos of wrong/damaged items and we’ll sort that out for you.

Can I exchange an item for a different size/color?

At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabeled. If that’s the case, please let us know at support@sonshineonline.com within a week after receiving your order. Please include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

Return Policy

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue on the products or anything else on the order, please contact us at support@sonshineonline.com.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

● Gift cards
● Downloadable software products
● Some health and personal care items including face masks
● Buyer’s remorse

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to you (if and as applicable).

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons;

therefore, we reserve the right to refuse returns at our sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.