Shipping Policy

1. Shipping Service Area

Sormag Store currently ships to eligible residential and commercial addresses within the contiguous 48 United States.

At this time, we do not ship to:

• Alaska;
• Hawaii;
• Puerto Rico;
• Guam;
• U.S. Virgin Islands;
• APO, FPO, or DPO military addresses;
• International addresses outside the United States; or
• Locations that cannot be serviced by our available fulfillment and delivery partners.

If our checkout system accepts an address that we are later unable to service, we will contact you to discuss an address correction or order cancellation. If the order must be canceled after payment, the applicable amount will be returned to the original payment method.

2. Shipping Providers

We may use USPS, DHL, EMS, regional delivery companies, or other appropriate shipping partners depending on product location, package dimensions, destination, and selected shipping method.

The carrier assigned to an order is selected according to fulfillment and delivery requirements. We cannot guarantee requests for a specific carrier.

In some cases, one carrier may transport a package for part of its journey and transfer it to another carrier for final delivery. Tracking information will normally identify the carrier currently responsible for the shipment.

3. Order Processing Time

Orders are processed after payment has been successfully authorized and any necessary order verification has been completed.

Our standard processing time is:

• 1–3 business days;
• Monday through Friday;
• Excluding U.S. public, postal, and fulfillment holidays.

Orders placed before 2:00 PM Eastern Time (ET) may begin processing on the same business day. Orders submitted after the cut-off time, during weekends, or on observed holidays will generally begin processing on the next available business day.

Same-day processing is not guaranteed. All orders remain subject to the stated 1–3 business-day processing window.

Processing time is separate from shipping transit time. Selecting Fast Shipping changes the estimated carrier transit period but does not remove the order processing period.

4. Observed Holidays

Our office, fulfillment providers, or shipping carriers may be closed or operate on reduced schedules during major U.S. holidays, including:

• New Year’s Day;
• Martin Luther King Jr. Day;
• Presidents’ Day;
• Memorial Day;
• Juneteenth National Independence Day;
• Independence Day;
• Labor Day;
• Thanksgiving Day;
• Christmas Day; and
• Other federal or carrier-observed holidays.

Orders placed near an observed holiday may require additional processing or transit time. Holiday schedules may vary between carriers and fulfillment locations.

5. Shipping Methods and Delivery Estimates

The following shipping methods are available for eligible orders and destinations:

Total estimated delivery time = order processing time + carrier transit time.

All delivery estimates use business days, Monday through Friday, excluding observed holidays. Saturdays, Sundays, and holidays are not counted unless the assigned carrier specifically provides service on those days.

The shipping methods and rates shown during checkout will apply to your order. Promotional shipping offers, when available, may temporarily replace the standard fees shown above.

6. Delivery Estimates and Unexpected Delays

Delivery dates are estimates based on normal processing and carrier operations. Transit times may be affected by:

• Carrier capacity or network delays;
• Severe weather or natural events;
• Seasonal demand and peak shopping periods;
• Transportation disruptions;
• Incorrect or incomplete delivery information;
• Security or payment verification;
• Unexpected inventory or fulfillment issues; or
• Other circumstances outside our reasonable control.

If we determine that an order cannot be shipped within the promised processing or shipment timeframe, we will provide notice and offer the delay, cancellation, or refund options required by applicable law.

Once a package has been transferred to a carrier, we will assist with delivery concerns, but the carrier controls day-to-day routing and final transit operations.

7. Order Confirmation and Tracking

After placing an order, you should receive an order confirmation at the email address entered during checkout. This confirmation means that we received your order; it does not necessarily mean the order has shipped.

When tracking information becomes available, a shipping confirmation will be sent by email. If you cannot locate the message, please check your spam, junk, or promotions folder.

Tracking information may initially display statuses such as “Label Created,” “Pre-Shipment,” or “Shipment Information Received.” These statuses usually mean that a tracking number has been assigned but the first physical carrier scan has not yet appeared.

Please allow approximately 1–3 business days for the carrier to scan the package and begin displaying tracking activity. Carrier updates may not appear in real time.

8. Split Shipments

An order containing multiple products may be divided into separate packages because of product location, package size, availability, or fulfillment requirements.

If an order is split:

• Packages may arrive on different dates;
• Each package may have a separate tracking number;
• Different carriers may be assigned to different packages; and
• The shipping confirmation may be sent in more than one email.

You will not be charged an additional shipping fee solely because Sormag Store chooses to divide an order into multiple shipments.

9. Incorrect Shipping Addresses and Address Changes

Customers are responsible for providing an accurate and complete shipping address during checkout. Please verify the following information before submitting an order:

• Recipient’s full name;
• Street address;
• Apartment, suite, unit, or building number;
• City and state;
• ZIP Code; and
• Recipient telephone number and email address.

If you notice an error, contact us immediately at support@sormagstore.com. We will try to update the address before shipment, but changes cannot be guaranteed after processing has begun.

After a package has been transferred to the carrier, address changes or delivery redirects may be unavailable, subject to carrier approval, or subject to an additional carrier fee.

If an address error was caused by Sormag Store, we will work with you to correct the issue without charging an additional shipping fee.

10. Undeliverable and Returned Packages

A package may be returned to the sender because of an incomplete address, invalid ZIP Code, refused delivery, repeated unsuccessful delivery attempts, missing apartment information, or the recipient no longer being available at the address.

If a package is returned to us or our fulfillment provider, we will review the available tracking information and contact you when possible.

Depending on the circumstances, available options may include:

• Reshipping the order to a verified address;
• Canceling the order and refunding the eligible merchandise amount; or
• Providing another resolution required by applicable law.

If the delivery failure resulted from incorrect information supplied during checkout, a new shipping fee may be required before reshipment. Original shipping charges and carrier return costs may be non-refundable where permitted by law and disclosed before the resolution is completed.

11. Missing, Delayed, or Damaged Orders

Tracking Has Not Updated

If tracking has not updated for several business days, contact our support team. We may ask the carrier or fulfillment provider to investigate the shipment.

Tracking Shows Delivered but the Package Is Missing

Please check the delivery location, mailbox, building office, household members, and nearby safe locations. Carriers may occasionally mark a package delivered shortly before completing final delivery.

If the package still cannot be located, contact the carrier and notify Sormag Store. We will review the tracking record and available delivery information and help determine the appropriate next step.

Package Arrived Damaged

If an order arrives with visible shipping damage, contact us promptly and keep the product, shipping box, packaging materials, and shipping label while the issue is reviewed.

We may request:

• Your order number;
• Photographs of the outer package;
• Photographs of the shipping label;
• Photographs of the affected product; and
• A description of the damage or missing items.

Do not discard packaging until we confirm that it is no longer needed for the review or carrier claim.

12. Packaging for Pillows, Duvets, and Protective Covers

Bedroom products may be folded or, where appropriate, compressed for more efficient transportation. Packaging methods vary according to the product, material, and fulfillment location.

If a pillow or duvet arrives compressed, follow any instructions included with the product. Open the package carefully in a clean, dry area and allow the item time to regain its intended shape before use.

A compressed or folded appearance immediately after unpacking does not necessarily indicate shipping damage. If the product does not recover as described in its instructions or appears defective, contact customer support with photographs and your order number.

13. Additional Shipping Limitations

• Fast Shipping may not be available for every product or ZIP Code.
• Delivery to remote or limited-service areas may require additional transit time.
• Carrier delivery instructions are requests and cannot always be guaranteed.
• We cannot guarantee delivery on a specific date unless a guaranteed service is expressly offered at checkout.
• We cannot guarantee address changes or package interceptions after shipment.
• Products within the same order may ship separately.
• Shipping fees do not include services that are not expressly listed during checkout.

14. Our Shipping Commitment

Sormag Store is committed to providing clear shipping information and practical support throughout the delivery process. We aim to communicate processing times, shipping fees, service limitations, and tracking details before they become a source of confusion.

If you have questions about an order, tracking activity, a delivery delay, or a damaged package, contact our support team so we can review the available information and help identify the appropriate resolution.

15. Contact Information

For shipping questions, please include your order number when contacting us: