Returns & Shipping Policy

Returns & Refunds

We offer a 60-Day Satisfaction Guarantee from the date your order is delivered. If you are not satisfied with your purchase, you may request a return within 60 days of delivery.

How to Start a Return

To initiate a return, please contact us at:

Include the following in your message:

• Your order number
• The reason for your return

Our team will guide you through the next steps.

Return Eligibility

To be eligible for a return:

• The product must not be intentionally damaged
• The product must be used as intended
• Proof of purchase is required

We reserve the right to deny returns that do not meet these conditions.

Refunds

If your return is approved:

• A refund will be issued to your original payment method
• A small handling and processing fee may be deducted
• Return shipping costs are the responsibility of the customer

Refunds are processed within 5–10 business days after the returned item is received and inspected. Please allow additional time for your bank or payment provider to process the refund.

Damaged or Defective Items

If your order arrives damaged or defective:

• Contact us within 7 days of delivery
• Include photos of the issue

We will send a replacement at no additional cost.

Non-Returnable Items

The following items are not eligible for return:

• Filters and accessories (including replacement filters, hoses, and brackets), unless defective upon arrival
• Items marked as final sale

Order Errors & Incorrect Information

Customers are responsible for ensuring all order details are correct at checkout. We are not responsible for:

• Incorrect addresses
• Incorrect product selection
• Failed deliveries due to customer error

If your order has not yet shipped, contact us immediately and we will do our best to assist.

Chargebacks & Disputes

We encourage you to contact us before initiating a dispute or chargeback. Our support team is committed to resolving issues quickly and fairly.

Shipping Overview

We aim to process and deliver your order as quickly as possible. All orders are fulfilled through trusted fulfillment partners.

Order Processing

• Orders are typically processed within 1–3 business days
• Orders are not processed on weekends or holidays

During periods of high demand, processing times may be extended.

Shipping Times

Estimated delivery times after processing:

• United States: 5–12 business days
• Canada: 6–14 business days

Shipping times are estimates and may vary depending on your location, carrier conditions, and external factors.

Shipping Costs

• Shipping rates are calculated at checkout
• Free shipping may be offered on select promotions

Delays

We are not responsible for shipping delays caused by:

• Carrier disruptions
• Weather conditions
• Customs processing
• High order volume
• Incorrect shipping information

While we work with trusted fulfillment partners, delivery timelines are not guaranteed.

Tracking

Once your order has shipped, you will receive a confirmation email with tracking information. Please allow 2–5 business days for tracking updates to appear.

Failed Deliveries

If a package is returned due to:

• Incorrect or incomplete address
• Failed delivery attempts
• Refusal of delivery

We may require payment of a reshipping fee before sending the order again.

Lost or Stolen Packages

Once an order has been marked as delivered by the carrier, Sovae is not responsible for lost or stolen packages. Customers should contact the carrier directly for assistance.

If you need help, our support team is always available.