FAQ – Frequently Asked Questions

1. Do you deliver within Australia?

Yes. Delivery is available exclusively within Australia.

All products sold through our website are delivered free of charge within Australia, with no minimum purchase requirement.

2. What is the order processing time?

After successful payment, orders are generally processed within 1–3 business days (Monday to Friday, excluding public holidays).

Processing Cut-off Time:
Orders placed before 3:30 pm will be processed on the same business day.
Orders placed after 3:30 pm will be processed starting from the next business day.
If an order is placed on a public holiday, processing will commence on the next business day.

Once an order has been dispatched, a confirmation email with tracking details will be sent.

3. What is the estimated delivery time?

After dispatch, delivery typically takes 7–15 business days, depending on the delivery address and logistics operations within Australia.

4. How can I track my order?

Once the parcel has been handed over to the courier, customers will receive:

A tracking number via email.

This allows the order status to be monitored at any time.

5. Can I cancel my order?

Customers may request to cancel an order within 48 hours of successful payment, provided the order has not yet been prepared or dispatched.

Within this period, cancellations are generally accepted and fully refundable.

After 48 hours, cancellation cannot be guaranteed if order processing has commenced.
If cancellation is no longer possible, customers may wait for delivery and request a return in accordance with the return policy.

6. What is your return policy?

Customers may request a return or exchange within 45 days of receiving their order.

Key conditions include:

Items must be unused and in original condition.
Items should be returned in original packaging with all included accessories and instructions.
A return shipping label is included inside the parcel at the time of delivery.

7. Who covers return shipping costs?

Return shipping costs are generally the responsibility of the customer.

However, return shipping costs will be covered by our store if:

An incorrect item was delivered, or
The item arrived damaged or faulty.

8. When will I receive my refund?

After returned items are received and verified, refunds are processed within 1–4 business days using the original payment method.

The actual time for funds to appear in the account depends on the bank or payment provider.

9. What payment methods do you accept?

Our website accepts the following payment methods:

Visa
MasterCard
Discover
Diners Club
JCB

All payments are processed securely in Australian dollars (AUD).

10. Do prices include taxes?

Yes. All prices displayed on the website include applicable taxes.

11. Do products come with a warranty?

Yes. All products are covered by applicable consumer guarantees under Australian consumer law.

If a product issue arises, customers should contact our store for assessment and appropriate resolution.

12. How can I contact you?

For assistance with orders, delivery, returns, payments, or general enquiries, please contact our store using the details below:

Address: APT BLK 106B CANBERRA STREET #02-467, SINGAPORE 752106, SINGAPORE
Email: survey@sofagoio.com
Phone: +65 (867) 37419
Business Hours: Monday to Friday, 8:30 am – 3:30 pm (excluding public holidays)

13. Can I change my delivery address?

Yes, provided the order has not yet been dispatched.

Please contact our store with your order number and updated address. We will confirm whether the change can be applied.

14. Do products require assembly?

Some items may require simple assembly.

Assembly information is provided on the product page and in the instructions included with the package.