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Shipping & Delivery Exceptions

Our HOOSENG team will ensure your order is shipped in the fastest and most convenient manner possible. As soon as your order is processed, you will be informed by a confirmation that your order has left the warehouse for delivery. Included in the email will be a tracking number to ensure the order is on schedule. Please note that HOOSENG only ships to the contiguous 48 states within the US and Canada. Small and large packages will be delivered within 7-14 business days depending on your proximity to the warehouse.

Dispatch & Delivery

Dispatch takes usually between 4-7 business days; freight orders are subject to 2-5 days. Dispatch is when a product is ready and is picked up by our delivery partner. Delivery takes between 5-14 business days depending on location and it is subject to change due to weather and other uncontrollable events. Some products are offered on a pre-order basis, with an estimated shipping window of 2-6 weeks. * A valid phone number MUST be provided to guarantee delivery.

• Returns due to non-scheduling of delivery will be subject to a 20% restocking fee.

• Important: you must inspect the box containing your item before signing in case of evident damage to the packaging or hints that the contents may have been compromised, so the delivery ticket can be properly assessed with "Damage" or "Subject to Inspection". On freight items, you must sign the BOL (Bill of Lading) as proof of inspection, therefore should there be any issues, the refund/return can be processed without setbacks.

Delivery coverage comprehends all the states in the continental and contiguous US. At the moment we do not ship to Alaska, Hawaii, Puerto Rico, Guam, US Virgin Islands, Northern Mariana Islands and American Samoa.

Delivery Charges & Services

Hooseng.com pays for your shipping, therefore you are not charged for it! For the most part our items are shipped though Standard Shipping at your door and in the case of an apartment building, they will be delivered at the building's manager office/mail room/leasing office or lobby. Have in mind that freight (the big stuff) items are curbside delivery only, which means that the carrier/driver is not responsible for in-house delivery and/or any required assembly. Make sure neighbors, family and/or friends are there to assist you if needed.

Order Tracking

The tracking information is provided as soon as the order starts its process of being prepared. The package(s) movement will start right after dispatch and depending on the courier scanning, may take up to 72 business hours to become traceable.

Change Of Address

We move fast when it comes to prepare orders and ship them. If you need to do a sudden change of address contact Customer Support at 1-801-683-9534 and/or support@hooseng.com at your earliest convenience. By 5:00 PM (PST) most orders from the day will likely be on their way. * If your payment was made through Paypal, due to their customer protection policies it is not possible to change the address once the order has been placed. Contact Customer Support for further assistance. Freight orders are not eligible for change of address (applicable to big & bulky items) due to the scheduling with the delivery partner, securing the pickup, trailer spot and a proper ETA.

Communications With Our Delivery Partner

As we mentioned earlier, for the most part our deliveries are made through Standard Shipping, meaning that it's only a matter of tracking your package using your tracking number and voilá! Very few items are delivered through freight and you'll know that because the tracking number won't be a Standard Shipping one. If that's the case, there will be a brief communication with the delivery partner to arrange delivery. In any case, it's important for you to provide accurate phone information for contact.

Not There To Receive Goods

Standard Shipping items can be delivered without the presence of an adult and will be left by the door or at building’s office. For freight items, we would advice for you to be present at the arranged delivery date so there is no delays on enjoying your Sofamania product(s). Remember that freight is curbside delivery only. 2nd attempt delivery will need to be rescheduled with delivery partner.

Order Marked As Delivered Although Never Received

An error or mistake made somewhere along the delivery process, either human or computers. In case of lost/stolen package, we will likely ask for a local police report in order to carry a proper investigation. We've got your back and we will get to the bottom of it, so do not hesitate on contacting Customer Support at 1-801-683-9534 and/or support@hooseng.com

Missing Parts

An error or mistake made somewhere along the boxing process can happen, and we apologize for that. Contact Customer Support at 1-801-683-9534 and/or support@hooseng.com and we will provide the necessary assistance. *Do not try using parts that do not belong to your item(s) for a quick fix as it could compromise functionality and will void your warranty.

Damaged Products

We have a thorough inspection process before dispatching, so damage is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "damage" and document it with photos, including box markings for product and model number. You have a maximum of 5 days to report delivery related damage(s) to both the carrier and us at Hooseng. The item MUST be in its original box.

Contact Customer Support at 1-801-683-9534 and/or support@hooseng.com with your Name, Order Info, and Photos and we will find a prompt resolution. (Freight Items Note: You are not obligated to accept delivery when in evidence of damage. You must sign the BOL (Bill of Lading) upon delivery, where notes should be made if necessary so any issue can be assessed properly.)


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