SHIPPING POLICY
Last updated: September 8, 2026
1. Order Processing
Orders are processed after payment has been successfully authorized.
Orders are typically processed and prepared for shipment within 1–2 business days. Business days exclude Saturdays, Sundays, and United States public holidays.
Processing may take slightly longer during promotional periods, product launches, holidays, or periods of unusually high order volume. If a significant delay affects your order, we will provide an update when reasonably possible.
2. Free Standard Shipping
SOFBUNNY provides free standard shipping on all orders delivered within the contiguous United States. No minimum purchase is required.
Standard delivery typically takes 3–7 business days after the order has been processed and shipped.
If expedited or other optional shipping services are available, the applicable charges will be displayed at checkout before payment.
Delivery dates are estimates and are not guaranteed unless the selected shipping service is expressly described as guaranteed.
3. Shipping Destinations
SOFBUNNY currently ships only to eligible addresses within the contiguous United States that are available for selection at checkout.
We do not currently ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international destinations.
Certain addresses may also be unavailable due to carrier limitations, legal restrictions, or other delivery requirements. If we are unable to ship to the address provided, the affected order will be cancelled and refunded.
4. Tracking Information
When tracking is available, SOFBUNNY will send a shipping confirmation email after the parcel has been handed to the carrier.
Tracking information may take 24–72 hours to begin displaying movement.
Customers can review available tracking updates through:
• the shipping confirmation email;
• the Shopify order-status page; or
• the SOFBUNNY Support Center.
5. Shipping Delays
Carrier transit times and delivery estimates may be affected by weather, holidays, service interruptions, address issues, or other circumstances outside SOFBUNNY’s reasonable control.
If SOFBUNNY learns that an order cannot be shipped within the stated processing timeframe, we will provide an updated shipment estimate when available.
Where required by applicable law, the customer may be given the choice to:
• agree to the revised shipment date; or
• cancel the affected unshipped item and receive a refund.
If SOFBUNNY is unable to fulfill an order, the affected item will be cancelled and refunded.
6. Address Accuracy
Customers are responsible for entering a complete and accurate delivery address at checkout.
If you identify an address error, please contact SOFBUNNY immediately:
Email: hello@sofbunny.com
Phone: +1 909-203-6161
We cannot guarantee that an address can be changed after an order has entered fulfillment.
Where permitted by applicable law, carrier fees or reshipment costs resulting from an incorrect, incomplete, or undeliverable address may be charged to the customer.
Free standard shipping does not cover additional costs caused by an incorrect or incomplete delivery address, an unclaimed parcel, or a refused delivery.
7. Lost Parcels
If tracking has not updated for an extended period or an order has not arrived within the estimated delivery window, please contact SOFBUNNY.
We may ask the customer to:
• verify the delivery address;
• check with household members, neighbors, or building management;
• contact the carrier; or
• complete a carrier claim or non-receipt declaration.
For a parcel confirmed lost before delivery, SOFBUNNY will provide a replacement, refund, or other remedy required by applicable law.
8. Marked Delivered but Not Received
If tracking shows “delivered” but the parcel cannot be located, please:
• check all entrances and possible delivery locations;
• ask household members, neighbors, reception staff, or building management;
• review any carrier photograph or delivery note;
• allow up to 48 hours in case the carrier recorded delivery before the parcel arrived; and
• contact both the carrier and SOFBUNNY.
SOFBUNNY will assist with the investigation. The available resolution may depend on the carrier’s investigation, delivery evidence, and applicable law.
9. Damaged Parcels
Please photograph any visible parcel damage before opening the package.
Contact SOFBUNNY and provide:
• the order number;
• photographs of the outer packaging;
• a photograph of the shipping label;
• photographs of the affected product; and
• a description of the damage.
Do not discard the packaging until the claim has been reviewed.
10. Refused and Unclaimed Parcels
If a customer refuses delivery or fails to collect a parcel, any eligible refund will be processed after the parcel has been returned and inspected.
Where permitted by applicable law, return shipping charges, carrier fees, and other costs resulting from the refused or unclaimed delivery may be deducted from the refund.
Mandatory consumer rights remain unaffected.
11. Split Shipments
Items from the same order may be shipped separately due to inventory location, package size, or fulfillment requirements.
Customers will not be charged additional standard shipping fees when SOFBUNNY chooses to divide an eligible U.S. order into multiple shipments.
Separate tracking numbers may be provided for each parcel.
12. Contact
SOFBUNNY is operated by:
TUTUTU INTERNATIONAL CO., LIMITED
Brand:
SOFBUNNY
Customer Support Email:
hello@sofbunny.com
Telephone:
+1 909-203-6161
U.S. Fulfillment and Authorized Return Address:
SOFBUNNY Returns
9650 9th Street, Suite H
Rancho Cucamonga, CA 91730
United States
Please contact SOFBUNNY customer support before returning any product.