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We’re still here for you at SOSUbySJ.com and we would like you to know that every precaution is being taken to ensure the safety and well-being of our customers and employees
You are welcome to shop and browse online, but please be aware that given the current circumstances, there are delivery times of up to 14 working days. That said we will do everything we can to make sure they get to you as soon as possible.
After completing your order, you should receive a confirmation email with your order number. Allow a couple of hours for the email to come in (and, if it is not there, check your junk folder just in case!)
Please check your spam/junk mail and mark it as safe. The pandemic has caused an increase of spam from all sources and this has caused it. If if the email is not in spam let please let us know and we can resend it manually
You will receive a fulfillment email when your order is being processed. This will include your tracking number.
It can take up to 72 hours for your tracking to be activated after you receive your dispatch email.
In these circumstances, we recommend contacting the courier specified in your dispatch email as soon as possible. It is possible that the courier may have left it with a neighbour or in a local shop
Please check you tracking before contacting us with your query.
We are unable to amend any orders that have already been placed. However, in some circumstances, we may be able to cancel your order if it has not been dispatched. If it has been dispatched and you still wish to send a product(s) back, you can still return your items for an exchange or full refund.
Please contact the courier specified in your dispatch email ASAP. Please have your Name, Address & tracking number ready for them.
We apologise for this. Due to software updates to our ordering system (confirmation email), we were having difficulties the last couple of weeks. We are aware of this issue and has since been rectified.
Note: please check your junk folder, if it doesn’t appear to be there, please email customerservice@sosubysj.com. In the email, please include as much info as you can, including your name, order number, email address, billing/shipping address, order date, product description & any other relevant info.
We continue fulfilling orders on SOSUbySJ.com, as do our partner websites. Our warehouses are following the strictest of hygiene protocols, along with our delivery partners. Our top priority is the health and safety of our employees and customers, so we completely redesigned our fulfilment center to comply with state-recommended social distancing and PPE guidelines.
Please email customerservice@sosubysj.com. In the email, please include as much info as you can, including your name, order number, email address, billing/shipping address, order date, product description, a photo of the products your received & any other relevant info.
Please email customerservice@sosubysj.com. In the email, please include as much info as you can, including your name, order number, email address, billing/shipping address, order date, product description & any other relevant info.
If for any reason you are not happy with your purchase, you may return any unopened and unused items to us within 14 days of receipt.
All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.
Please email customerservice@sosubysj.com. Your e-mail should contain your order number and a full explanation of your reason for returning the goods.
We can only replace items from the website I'm afraid, so in this situation, the protocol would be to return it to them as they are the place of purchase.
We recommend returning it to the place of purchase, ideally along with your receipt or proof of purchase such as a credit card/debit card statement. There should not be any issue with getting a replacement if the product is at fault
Please email customerservice@sosubysj.com. In the email, please include as much info as you can, including your name, order number, email address, billing/shipping address, order date, product description, a photo of the products your received & any other relevant info.
Due to swift turnaround times some items may become out-of-stock between confirmation and dispatch of your order. We will ensure that the total amount of your order is revised to reflect this.
Once a refund is processed, you will receive an email stating this. It can take up to 10 days for the money to return to your account depending on your bank.
We are doing our best to operate safely during these difficult times. We ask that you only contact us with urgent enquiries.
Please only contact us if it has been more than 14 days since you placed your order or posted your return.
When contacting us, please include as much info as you can, including: name, order number, email address, billing/shipping address, order date, product description & any other relevant info.
Please only email once as otherwise your email will automatically be put to the bottom of the queue.
Yes, online support is available via email from 9am – 5pm, Monday to Friday.
We’re running a limited service at the moment and can only respond to essential enquiries. If you are getting in touch to ask about your order or refund, we ask that you wait 14 days since you placed your order or posted your return. Thank you for your patience. Please email customerservice@sosubysj.com with urgent queries.
Unfortunately, you may not get a response as we do not have a customer service team dedicated to our social media accounts (this includes Instagram, Facebook & Twitter). Please email customerservice@sosubysj.com with urgent queries.
