FAQ

FREQUENTLY ASKED QUESTIONS

Find answers about custom products, ordering, shipping, returns, and customer support.

WHAT DOES SOZO GOODS SELL?

Sozo Goods offers thoughtfully selected apparel, mugs, books, gifts, and other meaningful products. Certain products can be customized with names, messages, photographs, artwork, colors, or other customer instructions.

HOW DO I CUSTOMIZE A PRODUCT?

Open the product page and select the available size, color, quantity, and customization options. Enter your text, upload your photograph or artwork, and provide any necessary order notes.

When a product preview is available, review it carefully before adding the product to your cart. Your submitted customization and approved preview will be used to produce your order.

WHAT SHOULD I CHECK BEFORE SUBMITTING A CUSTOM ORDER?

Carefully review:

• Product type and quantity;
• Size and color;
• Names, dates, spelling, capitalization, and punctuation;
• Uploaded photographs, artwork, or logos;
• Image quality, cropping, and orientation;
• Design size and placement; and
• Every customization instruction and order note.

Submitting the order confirms that you have completed your final review and approve the information provided for production.

WILL THE FINISHED PRODUCT LOOK EXACTLY LIKE THE PREVIEW?

The preview provides a reasonable representation of the design but may not show every minor production difference. Colors can appear different because of screen settings, lighting, product materials, garment construction, printing processes, and normal manufacturing variations.

Minor differences in color, scale, position, texture, or appearance are not normally considered defects.

WHAT TYPE OF IMAGE SHOULD I UPLOAD?

Use the clearest and highest-resolution original image available. Avoid screenshots, heavily compressed photographs, blurry images, dark images, or files that have already been enlarged.

A low-resolution or poor-quality image can produce a blurry, pixelated, cropped, or lower-quality print. If we need additional information or a replacement file, production may be delayed until the issue is resolved.

CAN I USE ANY PHOTOGRAPH, LOGO, OR ARTWORK?

You may submit only content that you own or have permission to use. This includes photographs, artwork, logos, trademarks, names, and other protected material.

Do not upload copyrighted, trademarked, private, unlawful, or otherwise protected content without authorization. Sozo Goods may reject or cancel a customization request that appears to violate another person’s rights or applicable law.

CAN I ADD SPECIAL INSTRUCTIONS?

Yes. Use the customization or order-notes field to provide clear instructions.

Order notes do not replace required product selections and do not guarantee that an unavailable option or last-minute change can be completed. Contact us before ordering if you are unsure whether a special request is possible.

ARE CUSTOM PRODUCTS RETURNABLE?

Custom, personalized, printed, engraved, made-to-order, and customer-approved products are final sale once production begins.

Custom products cannot be returned or exchanged because of a change of mind, an unwanted gift, an incorrect customer-selected size or color, a spelling error supplied or approved by the customer, or an unsuitable customer-provided image when the finished product reasonably reflects the submitted file.

This final-sale rule does not remove your rights if the product is damaged, defective, incorrect, or materially different from the approved order because of a Sozo Goods error.

CAN I CHANGE OR CANCEL MY ORDER?

A custom order may be changed or canceled only before production begins. Because production can begin shortly after purchase or design approval, we cannot guarantee any change or cancellation.

A non-custom order may be canceled only before shipment or fulfillment begins.

WHAT IF I SELECT THE WRONG SIZE?

Please review the applicable size chart before ordering. Sizes can vary between brands, styles, and manufacturers.

Custom products cannot be returned or exchanged because the customer selected the wrong size. An eligible non-custom item may qualify for return under our Return and Refund Policy.

HOW LONG DOES ORDER PROCESSING TAKE?

Estimated processing times are:

• Ready-made or in-stock products: normally 2–5 business days;
• Custom or personalized products: normally 5–10 business days after payment, receipt of usable customer content, and final design approval; and
• Large, bulk, complex, or special-order projects: according to the timeline quoted for that order.

Business days exclude Saturdays, Sundays, and U.S. federal holidays. Processing may be delayed if payment, artwork, instructions, or customer approval is missing.

HOW LONG DOES SHIPPING TAKE?

Standard U.S. delivery is generally estimated at 3–8 business days after the carrier accepts the package.

Processing time and shipping time are separate. Delivery estimates are not guaranteed unless a shipping service is expressly identified as guaranteed.

Weather, holidays, carrier disruptions, remote destinations, security reviews, and other circumstances may cause delays.

DO YOU OFFER FREE SHIPPING?

Eligible orders shipped to a U.S. address receive free standard shipping when the merchandise subtotal is $75 or more after discounts and before taxes.

Expedited shipping, oversized products, specially handled items, and specifically excluded destinations or products may cost extra.

HOW DO I TRACK MY ORDER?

When tracking is available, it will be sent to the email address or phone number entered with your order. Tracking may take up to 48 hours to show movement after the carrier receives the package.

You may also sign in to your Sozo Goods customer account to review available order information.

CAN I CHANGE MY SHIPPING ADDRESS?

Contact us immediately if your shipping address is incorrect. We cannot guarantee an address change after fulfillment begins.

Customers are responsible for entering a complete and accurate name, street address, apartment or suite number, city, state, postal code, and contact information.

If a package is returned because of an incorrect, incomplete, refused, or undeliverable address supplied by the customer, additional shipping charges may apply before it can be resent.

WHAT IF MY PACKAGE SAYS DELIVERED BUT I CANNOT FIND IT?

First:

Check the delivery location and surrounding area.
Ask household members, neighbors, building staff, or your front office.
Review the carrier’s complete tracking information.
Contact the shipping carrier.
Notify Sozo Goods within 7 calendar days after the delivered scan.

We will help review available information and may assist with a carrier claim. A replacement or refund will depend on the circumstances, carrier findings, fraud-prevention review, and applicable law.

WHAT IF MY ORDER ARRIVES DAMAGED, DEFECTIVE, OR INCORRECT?

Include your order number and clear photographs of:

• The complete product;
• The damage, defect, or incorrect detail;
• The shipping label; and
• The shipping packaging.

Keep the product and all packaging until we provide instructions. After reviewing the claim, we may repair or replace the item, provide an agreed store credit, or issue an appropriate partial or full refund.

CAN I RETURN A NON-CUSTOM PRODUCT?

An eligible non-custom, non-final-sale product may be returned when you contact us within 14 calendar days after delivery.

The product must be unused, unworn, unwashed, undamaged, free of odors and stains, and in its original condition with tags and packaging. Proof of purchase is required.

Do not send any return until you receive written authorization and the correct return address.

WHO PAYS FOR RETURN SHIPPING?

Unless the return is caused by a confirmed Sozo Goods error, the customer is responsible for purchasing return shipping and for the package until it is delivered to us.

When the confirmed problem was caused by Sozo Goods, we will not require the customer to pay return shipping.

DO YOU CHARGE A RESTOCKING FEE?

Sozo Goods does not currently charge a standard restocking fee for an approved eligible return.

WHEN WILL I RECEIVE MY REFUND?

We will notify you after inspecting an authorized return or completing our review of a damage or order-error claim.

Approved refunds are issued to the original payment method, normally within 10 business days. Your bank or card issuer may require additional time to post the credit.

If more than 15 business days have passed since we approved your refund, contact us.

DO YOU SHIP INTERNATIONALLY?

Available shipping destinations and services are displayed at checkout. If a destination is not available during checkout, we cannot promise delivery there.

For international orders, the recipient is responsible for applicable customs duties, import taxes, brokerage charges, and local fees unless checkout expressly states otherwise.

CAN I PLACE A LARGE, TEAM, CHURCH, OR BULK ORDER?

Yes. Contact us before ordering and provide the product type, quantity, sizes, colors, design details, required date, and delivery location.

Bulk orders may have separate pricing, production requirements, minimum quantities, and timelines. Production does not begin until the quote, design, payment terms, and schedule are approved.

HOW SHOULD I CARE FOR MY PRODUCT?

Follow the instructions included with the product or displayed on its product page.

For printed apparel, washing inside out with cold water, using mild detergent, and air drying or tumble drying on low can help protect the design. Do not iron directly over a printed design.

Care requirements for mugs and other products vary. Confirm whether a product is dishwasher-safe or microwave-safe before use.

HOW CAN I CONTACT SOZO GOODS?

Email: sozogoods7@gmail.com
Phone: (877) 737-3450
Contact form: https://www.sozogoods.com/pages/contact
Website: https://www.sozogoods.com

For faster assistance, include your name, order number, and a clear description of your question. We aim to respond within 2 business days.

Please do not email or text your complete credit-card number, banking password, account password, Social Security number, or other highly sensitive information.

WHERE CAN I READ THE COMPLETE STORE POLICIES?

The complete Return and Refund Policy, Shipping Policy, Privacy Policy, Terms of Service, Contact Information, and Legal Notice are linked in the footer of the Sozo Goods website. If an FAQ answer differs from a complete written policy, the complete written policy controls.