Help Center

Welcome to the Sozo Goods Help Center

We are here to help with your order, custom design, shipping, return, or product concern. For the fastest assistance, please include your name, order number, and a clear description of what you need.

CONTACT CUSTOMER SERVICE

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

We aim to respond within 2 business days. Calls may be answered by voicemail when we are assisting other customers. Response times may be longer on weekends, holidays, or during unusually high volume.

ORDER STATUS AND TRACKING

After your order ships, tracking information will be sent to the email address or phone number provided at checkout. 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.

If you have not received a shipping confirmation after the estimated processing time, contact us with your order number.

PROCESSING AND DELIVERY TIMES

Ready-made or in-stock products normally require 2–5 business days for processing.

Custom or personalized products normally require 5–10 business days after payment, receipt of usable customer content, and final design approval.

Standard U.S. delivery is generally estimated at 3–8 business days after the carrier accepts the package. Carrier delays, severe weather, holidays, remote destinations, and other events outside our reasonable control may affect delivery.

CUSTOM AND PERSONALIZED ORDERS

Before placing 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
• All customization instructions and customer notes.

The product preview is an approval tool. Minor differences in color, scale, placement, texture, or appearance may occur because of screen settings, lighting, garment construction, printing, and normal manufacturing processes.

Custom, personalized, printed, engraved, made-to-order, and customer-approved products are final sale once production begins. However, this does not remove your rights when an item is damaged, defective, incorrect, or materially different from the approved order because of a Sozo Goods error.

CUSTOM IMAGE AND ARTWORK REQUIREMENTS

Upload the clearest and highest-resolution image available. Low-resolution, blurry, dark, cropped, or compressed files may produce lower-quality results.

Customers are responsible for having permission to use every photograph, logo, name, design, trademark, or other item submitted for customization. Do not upload content that belongs to someone else unless you have authorization to use it.

ORDER CHANGES AND CANCELLATIONS

Contact us immediately if you need to change or cancel an order.

Custom orders can be changed or canceled only before production begins. Because production may begin shortly after purchase or design approval, changes and cancellations cannot be guaranteed.

Non-custom orders may be canceled only before shipment or fulfillment begins.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Contact us within 7 calendar days after delivery if your item:

• Arrives damaged;
• Has a manufacturing defect;
• Is the wrong product; or
• Is materially different from the approved order because of a Sozo Goods error.

Include your order number and clear photographs of:

• The complete product;
• The specific damage or error;
• 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.

RETURNS

Eligible non-custom products may be returned when you contact us within 14 calendar days after delivery.

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

Unless the return is caused by our confirmed error, the customer is responsible for return shipping. Do not mail a return until you receive written authorization and the correct return address. Unauthorized returns may be refused or delayed.

Custom and personalized products are not returnable for a change of mind, incorrect customer-selected size or color, customer-provided spelling or image errors, or other information approved by the customer.

PACKAGES MARKED DELIVERED

If tracking shows that your package was delivered but you cannot find it:

1. Check the delivery location and surrounding area.

2. Ask household members, neighbors, building staff, or your front office.

3. Review the carrier’s complete tracking information.

4. Contact the shipping carrier.

5. Notify Sozo Goods within 7 calendar days after the delivered scan.

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

REFUNDS

We will notify you after reviewing your claim or receiving and inspecting an authorized return.

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

PRIVACY AND PAYMENT SAFETY

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

Sozo Goods will request only the information reasonably necessary to locate your order and address your concern.

ADDITIONAL POLICIES

Complete information is available in our Return and Refund Policy, Shipping Policy, Privacy Policy, Terms of Service, Contact Information, and Legal Notice linked in the footer of our website.