When Will My Order Be Shipped?

Orders are processed within 3-5 business days, unless the item is a pre-order.
If you place an order on a non-business day (e.g., weekend or holiday), we’ll ship it on the next business day. Please note that deliveries during holidays may be delayed by 1–2 days.

Estimated delivery dates are not guaranteed.
If your order is delayed, please contact us at info@softjamstudio.com.
Shipping services and rates are subject to change without notice.

Pre-Orders

We provide an estimated shipping date for pre-order items, but cannot guarantee an exact date.
Pre-orders are charged at the time of purchase.
If your order includes both in-stock and pre-order items, your full order will ship together once all items are available.

Order Changes / Cancellations

Need to make a change or cancel your order? Contact us at info@softjamstudio.com as soon as possible.
You can also reply directly to your order confirmation email.
If the order hasn’t shipped yet, we’ll be happy to assist.

Lost Packages

Once we hand your package over to the shipping carrier, it is out of our direct control.
You're responsible for tracking and receiving your package.

If your package is lost, claims must be filed within 21 days of shipment.

If the tracking status shows “delivered” but you haven’t received it, contact us at info@softjamstudio.com with your order details.
We’ll help initiate an insurance claim.

Where Do Orders Ship From?

All orders are shipped from our warehouse in China.
Once your package reaches your country, it will be delivered by your local carrier.

How to Track My Order?

You can track your order via:

  • The Shop App

  • The “Track My Order” page on our website

Delivery Restrictions

Soft Jam Studio is not responsible for failed deliveries due to incorrect or incomplete customer information, including:

  • Wrong address

  • Incorrect phone number

  • Misspelled recipient name

If you notice an error in your order details, contact us immediately at info@softjamstudio.com with your order number and updated information.

Customs & Import Duties

All shipments are sent Delivery Duty Unpaid (DDU).
Any customs fees, import taxes, or duties are the responsibility of the customer.

If you refuse a shipment due to customs charges, you will be liable for:

  • Return shipping costs

  • Customs charges

  • Handling fees

Please note: In compliance with customs regulations, Soft Jam Studio cannot declare items as gifts or understate the value of purchased goods.

Delays & Carrier Issues

Some shipping carriers may experience unexpected delays in transit or delays updating tracking information.
We truly appreciate your patience and understanding—getting your order to you quickly and safely is our top priority.

Accidents & Damaged Items

If your package arrives damaged or missing items, please:

  1. Note the damage clearly before signing for the package.

  2. Contact us within 2 business days.

  3. Save all packaging materials for inspection.

  4. Take photos of the damaged items and packaging and send them to us.