Return and Cancellation
We believe in the quality of our products and do not accept returns or exchanges for reasons other than quality issues. If you receive defective products, please contact us within 3 days of receiving the item and provide pictures or videos as evidence.
Order Cancellation and Returns Cancellation requests for SOOKE brand series products must be submitted within 24 hours of order confirmation. Cancellation requests submitted after the first 24 hours will be subject to a 10% restocking fee. Please note that our shipping process sends orders to logistics hubs for processing and timely shipment. Your order may be shipped before you receive tracking information. If you wish to cancel your order, we can recall your order or refuse delivery upon arrival, but a restocking fee will be charged.
We accept returns for unopened or unused products within 15 days of delivery, but they will be subject to a 10% restocking fee. Proof of unopened items will need to be verified through photos and submitted to support@sookeglobal.com. Once the return is approved, Sooke will provide further instructions. Once the item is received and inspected, Sooke will issue a refund minus the restocking fee.
Order Changes: Once an order is placed, we are unable to modify the items in the order. If your order has not yet shipped, we can cancel your current order, and you will need to place a new order for the desired items. If your order has already shipped, we will be unable to cancel your order. Please refer to our above return policy.
Address Changes: We understand that life can change, and you may need to update your shipping address. However, once an order is confirmed, we are unable to update the shipping or billing address. All SOOKE brand series orders require a signature upon delivery. Therefore, you will be unable to submit an address change to the carrier. If you need to request a product delivery address change, please contact Sooke directly. Product order address changes must be approved by Sooke and will require an additional redirect fee.
To update the shipping address for related accessories, please follow these steps:
USPS: If your package is already in transit, you will need to contact the USPS customer support department for necessary adjustments. The fastest way is to call 1-800-275-8777 with your tracking number, and they can assist you from there.
UPS: If you need to change the delivery of your package, you will need to contact the UPS customer support department for necessary adjustments, if your package is already in transit. The fastest way is to call 1-888-742-5877 with your tracking number, and they can assist you from there.
FedEx: If you need to change the delivery of your package, you will need to contact the FedEx customer support department for necessary adjustments, if your package is already in transit. The fastest way is to call 1-800-463-3339 with your tracking number, and they can assist you from there.
Battery: The battery is a final sale item. We accept returns or exchanges for the battery only if it is explicitly covered by our warranty and with our approval for the return.
Gift Cards: Gift cards are non-refundable and non-redeemable for cash, except where required by law.
Refunds: Sooke will process all refunds to the original payment method. Please allow 7-10 business days for your bank to process the funds back into your account.