Shipping Policy

SOOQOO ("we" and "us") is the operator of (https://sooqoocarbon.com/) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will contact you about whether you would like to await restocking of the back-ordered item(s) or pay an additional uplift shipping charge to ship the in-stock products, or if you would prefer for us to process a refund for the order.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, box dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase at checkout.

Unfortunately due to the nature of shipping goods internationally, these rates only serve as an estimate and are reviewed by us regularly to make sure they are as accurate as possible. The rates are subject to change without warning by our couriers, resulting in a shipping uplift needing to be paid by the customer in some cases. We will contact you if this is the case. We do aim to minimize this cost as much as possible, and apologize for the inconvenience this may cause.

We offer free shipping for all orders over $1000 within the global. You can also pick up your order at our dealers warehouse. This option is offered free of charge and customer service will contact you as soon as your order is ready to be picked up. Just select this option at checkout instead of shipping.

3. Delivery Terms

3.1 Transit time Internationally

Generally, orders shipped internationally are in transit for 7 - 15 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout.

3.2 Dispatch Time

Orders are usually dispatched within 1-2 business days of payment of order unless specified on the product page. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

3.3 Change Of Delivery Address

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

3.4 P.O. Box Shipping

SOOQOO will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

3.5 Military Address Shipping

We are able to ship to military addresses using a range of couriers.

3.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

3.7 Delivery Time Exceeded

If the delivery time has exceeded the forecast time, please contact us so that we can conduct an investigation.

4. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

5. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

6. Duties & Taxes

6.1 Sales Tax

Please note that the price at checkout includes Sales Tax, also known as VAT (Valued Added Tax). This Tax has been applied to the price of all goods displayed on the website at a rate of 20% as per government regulations.

6.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and SOOQOO encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to SOOQOO at the customer's expense. The customer will receive a refund for the value of goods paid, minus the cost of the return shipping provided the goods arrive at us in the original condition and are not damaged in any way. The cost of the initial shipping will not be refunded in this case. If returned goods do not get to us for any reason, we cannot be held liable.