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FAQ

I ordered something by mistake or I need to cancel my order, who should I reach out to? 

Please email info@officialsoto.com as soon as possible so we can process the cancellation before your order is fulfilled. Please be sure to include the word "Cancel" followed by your order number in the email subject line. Please note that all cancellation requests are not guaranteed and will be handled on a case by case basis.

How long does it take to ship out my order? 

We ship Monday - Friday (excluding certain holidays) out of our Los Angeles warehouse. Due to current circumstances, please allow for a potential delay due to the current global circumstances surrounding COVID-19.
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Please allow up to 5 business days for order processing before shipment.**

What is Route?  Why should I purchase it? 

In order to protect your order from loss or theft you must select/ purchase Route shipping insurance at checkout. We cannot be held responsible for lost or stolen orders not protected by shipping insurance.  Learn more about Route, how it works and the benefits here.

My order says it was delivered but I don’t have it - what should I do?

If you still can't locate your shipment within 5 days of reported delivery please file a claim with Route at this address. Soto Worldwide is not responsible for any lost or stolen shipments that were not protected by Route shipping insurance. 

What if I need to exchange for a different size? 

Due to limited stock quantities, merchandise is not guaranteed to be available for size corrections or exchanges. Please check that your order is correct before submitting payment. If you find it necessary to exchange any part of your order, please contact us and we will initiate the exchange process on a case-by-case basis. Please note you will be responsible for all return postage costs. Once your merchandise has been returned, we will either issue credit for the total value of your exchange or ship you the product you wish to exchange for.