Please allow for a potential delay due to the current global circumstances surrounding COVID-19.

Terms of Service

ORDER PROCESSING TIMES

We ship Monday - Friday (excluding certain holidays) out of our Downtown Los Angeles warehouse.

Due to current circumstances, please allow for a potential delay due to the current global circumstances surrounding COVID-19.

Most orders take 2-3 business days to process before they ship, with a majority of orders taking less time than that (1-2 business days).

Even if you selected an expedited shipping service at checkout, the expected delivery window shown at checkout is not valid until AFTER our order processing time.

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. 

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.  

 

DOMESTIC ORDERS

Most domestic orders normally arrive within 3-7 business days after the order has been shipped from our warehouse. Shipping delays may occur and Soto Worldwide and The HYV is not responsible for any delay which may occur once your order has left our warehouse.  

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, APC/USPS/Firstmile has the right to dispose/destroy your package, even without The HYV's permission. The HYV cannot be held responsible for APC, USPS, or Firstmile's actions when this occurs. We cannot refund you if this happens to your package.  

SOTO WORLDWIDE & THE I IYV will not be held responsible for items lost, stolen, or damaged during transit. If you still want to reach out in regards to any issues relating to items being lost, stolen, or damaged in transit, you must inquire within 4 weeks of your package receiving its first physical scan/update. 

INTERNATIONAL ORDERS

We accept orders from most countries.

Most international orders normally arrive within 2-4 weeks after the order has been shipped from our warehouse. Shipping delays may occur and Soto Worldwide & THE I IYV is not responsible for any delay which may occur once your order has left our warehouse. 

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, APC has the right to dispose/destroy your package, even without Soto Worldwide & The HYV's permission.  Soto Worldwide & The HYV cannot be held responsible for APC actions when this occurs. We cannot refund you if this happens to your package.  

SOTO WORLDWIDE & THE I IYV will not be held responsible for items lost, stolen, or damaged during transit. If you still want to reach out in regards to any issues relating to items being lost, stolen, or damaged in transit, you must inquire within 4 weeks of your package receiving its first physical scan/update. 

CUSTOMS/INTERNATIONAL TAXES

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.

THE HYV 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 THE HYV, 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 THE HYV. 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.

RETURNS/EXCHANGES/CANCELLATIONS

We do not offer refunds on any orders (including pre-orders). We offer an exchange only return policy on any eligible unworn / unwashed merchandise and unused media. Notwithstanding the foregoing, cash refunds are considered on a case by case basis and shall be subject to Soto Worldwide & The HYV's sole discretion.

You have 14 days from date of delivery to request an exchange / replacement for a damaged item. 

If you find it necessary to exchange any part of your order, please contact us and we will initiate the exchange process. Please note you will be responsible for all postage. Once your merchandise has been returned, we will either issue credit toward the specific collection your purchase was from for the total value of your exchange or ship you the product you wish to exchange for. If you have any questions, please contact us at info@officialsoto.com

The following items are all final sales and will not eligible for returns / exchanges:

Hoodies / crewnecks
Panties / undergarments
Sweatpants
Socks
Face masks
Posters
Beanies

Please note that dangling / loose threads on garments will not be deemed eligible for returns / exchanges.

    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. 

      PRE-ORDER

      Additional items purchased within the same order as a pre-order will not ship until the time specified in the description of the pre-ordered item. 

      We do not offer cancellations / refunds on pre-order items. 

      ADDRESS CORRECTIONS/CHANGES

      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 Paypal 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. 

      RECOMMENDED CARE

      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 & The HYV is not responsible for any damages that may occur to our merchandise after wash.  

      PRODUCT IMAGES / MOCK-UPS

      Soto Worldwide & The HYV 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.  

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