Shipping/Returns
Shipping and Returns
ORDERS
We ship from China.
All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
Orders shipping internationally may incur customs fees. These are 100% out of our control. We do not cover customs values on any orders. For more information about customs fees and taxes, please contact your local customs office before placing your order.
Unfortunately, we cannot change the value on your package. We must list the retail value of the order.
If your order has shipped but you have not received tracking updates for 10 consecutive days, please reach out to us at team@sugopo.com. We will investigate and file a claim on your behalf. For any questions about your package before 10 days have passed without an update, we recommend contacting the shipping carrier directly for the most up-to-date information.
PROMOTIONAL ORDERS & DISCOUNTS
All promotional orders are final sale, including discounted promotions.
We cannot apply sale or promotional pricing after a promotion has ended, nor can we retroactively adjust pricing for purchases made before the promotion began. Additionally, discounts cannot be combined.
CANCELLATION
All standard orders are non-cancelable from the time of purchase.
RETURNS
If you’re not satisfied with your purchase, you may return the merchandise for an exchange or store credit only; we don’t offer refunds. Please direct all return inquiries to team@sugopop.com within SEVEN (7) days of the date of receipt. Returns made without contacting us first via email will not be honored. Merchandise must be returned in brand new and unused condition, in its original packaging. Sealed packaging can be returned only if unopened. Shipping costs are non-refundable. For items that are shipped flat rate or free, our actual shipping and handling costs each way are deducted from your store credit.
ABANDONED OR REFUSED ORDERS
If a shipment is refused, abandoned, or customs charges are not paid, we will not refund shipping costs or customs duties. A refund will only be issued for the cost of the item(s) once we receive the returned package to our warehouse.
DAMAGED IN TRANSIT
If your order arrived damaged, please email team@sugopop.com with your order ID and clear photos of the damage. All damaged-in-transit claims must be submitted within 7 days of the delivery date (per carrier tracking).
Any claims submitted after this timeframe will not be eligible for processing or reimbursement consideration due to carrier claim limitations. Replacements will be offered at our discretion.
WARRANTY CLAIMS
An item is considered faulty if it is not of satisfactory quality, unfit for purpose, or does not match the description. Items that are damaged due to normal wear and tear, accidents, or misuse will not be classified as faulty.
If you receive a product with missing accessories, lost parts, cracks, or other damage, please email team@sugopop.com within 7 days of the delivery date (per carrier tracking). Be sure to include photos of the damage and your order ID for review. If we determine that the issue qualifies for a replacement, we will proceed accordingly.
Replacements are not guaranteed and depend on product availability. If a replacement is unavailable, we may offer an alternative solution at our discretion.
LOST IN TRANSIT
If your order's tracking has not updated for 20 consecutive days after shipment, please contact us at team@sugopop.com with your order ID so we can investigate and file a claim on your behalf.
Claims for lost international shipments must be submitted within 45 days of the original shipment date to be eligible for resolution.
DELIVERED-NOT RECEIVED
If your order is marked as delivered by the shipping carrier but you did not receive it, you will need to file a claim directly with the carrier. We are not responsible for lost or stolen packages once they have been marked as delivered.