FAQ
How long will it take to get my order?
Orders will be shipped within 3 days after the payment is successfully processed. We ship in DHL or FedEx generally, the delivery usually take 7-12 working days if customs clearance is no problem. Please note that pre-order products are shipped within one month.
Do I need to bear the freight and tax?
We ship for free, but SOAYAN price is exclusive of tariff. The fee depends on local customs policies.
How do I check the status of my order?
An email with the tracking number will be sent to you after the goods is shipped, please note to check. You can track your order via . We'll inform you if there's a major delay.
Why am I paying a different price than the one shown on the website?
All prices are listed in USD. For payments made through international credit cards or PayPal, currency conversion is handled directly by your payment service provider. Please note that these fees are imposed solely by your payment service provider, and we are not responsible for any charges related to currency conversion.
Why am I unable to complete a payment?
Payment failure could be caused by the settings of your credit card or payment account, such as your payment limit and available credit. If you are paying by credit card, please contact your issuing bank to see if they have deemed the transaction suspicious and blocked it from going through. If you can still cannot complete your payment, please provide the order number and a screenshot of the error information to support@soayan.com and we will do our best to help.
What payment methods are supported?
You can pay via credit card or PayPal at our store. Visa，Mastercard，Maestro，American Express，JCB，Visa Electron，Discover，Diners Club are all supported at the SOAYAN store.
How do I cancel my order?
You can cancel your order only before it has been processed for shipping, please contact us at the earliest to notify us of the reasons for cancellation; if your order has already been shipped, I'm afraid there's nothing that can be done at the moment, pls contact us for the return when you receive the package, we will arrange the return accordingly.
Can I return my product?
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
What should I do if my order arrived damaged or items are missing from the order?
Please keep the outer packaging of the parcel and take photos of it and the items you received. Then please notify us via support@soayan.com as soon as possible.
Do I need to responsible for the return charge?
For non-quality returns, customers will cover the return shipping fee. SOAYAN will cover the return shipping cost due to quality issues.
One-year Warranty
SOAYAN provides a one-year (12-month) limited warranty for consumer electronics products. If due to manufacturing defects (from the date of delivery to the customer), the above categories of items cannot work as advertised, the customer can repair the defective item.