Terms of Service
ORDER PROCESSING TIMES
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.
Please allow up to 5 business days for order processing before shipment.
This does NOT include orders that contain pre-order items. If your order contains pre-order item(s), your order will not ship until every item in your order is ready for shipment, unless otherwise specified on the product page. We do not offer cancellations / refunds on pre-order items.
During busy seasons (e.g. the holidays or during the shipment of popular drops), processing times may take a couple days longer than usual. We sincerely apologize for this inconvenience in advance.
ROUTE - SHIPPING INSURANCE
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.
SOTO WORLDWIDE will not be held responsible for items lost, stolen, or damaged during transit. Please select Route insurance at checkout to protect your order and insurance your shipment.
If you do not select Route at time of checkout we cannot be held responsible for the items being lost, stolen, or damaged in transit, you must inquire within 4 weeks of your package receiving its first physical scan/update.
DOMESTIC ORDERS & INTERNATIONAL ORDERS
Shipping delays may occur and Soto Worldwide is not responsible for any delay which may occur once your order has left our warehouse.
We accept orders from most countries.
Shipping delays may occur and Soto Worldwide is not responsible for any delay which may occur once your order has left our warehouse / has been picked up by the carrier and is no longer in our possession.
Please note that all transit time estimates are in fact estimates and not guaranteed transit times. All international customers are subject to the customs laws, duties and taxes of the destination country.
If your package is returned to us, we will return the item(s) into our stock and refund you the amount of the order, less the shipping and a 10% restocking fee. If an item is deemed undeliverable, SWW has the right to dispose/destroy your package, even without Soto Worldwide's permission. Soto Worldwide cannot be held responsible for actions when this occurs. We cannot refund you if this happens to your package.
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
Soto Worldwide cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance.
Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from Soto Worldwide, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Soto Worldwide. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
We do not offer refunds on any orders (including pre-orders). 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 your item arrived damaged, please contact firstname.lastname@example.org
If your item arrived damaged and find it necessary to exchange any part of your order, please contact us and we will determine if exchange is possible on a case-by-case basis. Please note you will be responsible for all return postage costs. Please contact us at email@example.com
If you would like to cancel your order before it has shipped, please email us as soon as possible so we may process your 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.
The following items are all final sales and will not eligible for returns / exchanges:
Hoodies / crewnecks
Panties / undergarments / bathing suits
Blankets or towels
Please note that dangling / loose threads on garments will not be deemed eligible for returns / exchanges.
If you need to make changes to your address and your order has not yet shipped, please contact us immediately and we'll try our best to take care of it. Please be sure to include the words "Address Change" followed by your order number in the email subject line.
In the event that we could not get to your address change request in time, we will notify you in the event that your package is returned back to our warehouse (this does not always happen and is not guaranteed). If you do not respond within 7 days from this notification, we will return the item(s) into our stock and refund the full amount of the order, less the shipping and any applicable international fees. If your package is re-shipped, you will be responsible for any additional shipping charges.
Address change requests are NOT guaranteed and we cannot assure that every request will be fulfilled. It is your responsibility to input the correct shipping address during checkout.
We recommend washing the majority of our merchandise the following way: inside-out with cold water and hang-drying (you can also put the shirt in the dryer for about 3 minutes to remove most of the wrinkles before you begin to hang dry).
Soto Worldwide is not responsible for any damages that may occur to our merchandise after washing.
PRODUCT IMAGES / MOCK-UPS
Soto Worldwide and its affiliate stores use mock-up images for most of our product photos. Final merchandise may look different from the mock-ups on our store. Cancellations / refunds are not permitted for these reasons.