Shipping and Tracking Policy

Thank you for shopping with SOREL. The following outlines our full Shipping, Fulfillment, and Tracking Policy. Before we dive into timelines and carrier details, we want to be fully transparent about how our products are made and fulfilled. By completing your purchase, you acknowledge and agree to the terms below:

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Order Fulfillment Process Overview

Every SOREL order moves through a structured, multi-phase fulfillment process. This visual breakdown shows what happens at each stage of fulfillment:

 

1 | Order Tracking & Status Updates

A Shipping Confirmation Email will be automatically sent once your order has shipped. It will include your tracking number and a direct link to monitor your shipment in real time. Please allow 24-48 hours for tracking information to update after the carrier has scanned your package into their system.

Order Updates & Communication Process: We do not send individual order updates during the fulfillment process unless there is a change to your previously communicated timeframe or an unexpected delay. You can always expect your order to remain on track within its estimated fulfillment window. 

You will automatically receive the following emails throughout the process:

  • Order Confirmation (immediately after purchase): Confirms that your order has been received and payment verified. Includes your full order details and estimated fulfillment window.
  • Shipping Confirmation (on the day your order ships from the Fulfillment Center): Confirms that your order has officially shipped and includes your UPS tracking number and direct tracking link. From there, you can follow your package in real time until delivery.

2 | Return & Cancellation 

We encourage all customers to carefully review our Store Policies before completing their purchase.

Cancellation: Orders may be canceled within 24 hours of purchase for a refund. To request a cancellation, please contact us within the 24-hour cancellation window and include your full name and order number in your message.

Once the 24-hour cancellation period has passed, your order will begin processing and can no longer be canceled or refunded.

2 | Shipment

1. Wrong Address Disclaimer (Post- Purchase)

To protect both our customers and our business from shipping and fraud-related issues, we cannot modify or edit shipping addresses once ar order has been placed. Shipping information entered at checkout is automatically verified with our carrier and payment processor for security and delivery validation. Changing an address internally would invalidate that verification and risk the order being flagged or rejected by UPS or fraud protection systems.

If you notice an address error after placing your order: 
We can cancel your order within 24hrs and issue a store credit for the full order amount so that you can immediately re-checkout using the correct shipping address. This option allows you to secure the correct information without waiting for your bank to process a refund.

2. Business & Holidays

All order fulfillment, customer service, and shipping operations occur Monday-Friday, excluding U.S. federal holidays. When calculating your order's expected ship or delivery dates, please remember to exclude weekends and U.S. holidays, as they are not considered business days.

3. Shipment Delays

At SOREL, our priority is to ensure every order ships within its fulfillment window provided at checkout. While most orders are shipped on time or earlier, there are rare occasions when fulfillment or delivery may take longer than expected.

Potential causes for extended fulfillment timelines may include:

  • High order volume during major sales, product launches, or holiday seasons
  • Extended transit times or system disruptions within USPS's network
  • Weather-related or natural events affecting transportation routes
  • Import delays for international shipments from our global manufacturing partners. 

If a delay affects your order, we will proactively notify you by email as soon as we're aware. If you do not receive any communication from us, it means your order remains on schedule and within the expected fulfillment window.

4. Carrier - USPS

Once your package has been shipped and transferred to USPS, the carrier assumes full responsibility for its delivery. While we monitor fulfillment closely, we do not have access to USPS's delivery systems beyond the tracking details provided in your confirmation email.

If your tracking shows a delay or inactivity, we recommend the following steps:

  1. Allow 2-3 additional business days for movement, as packages often resume transit without intervention.
  2. Contact USPS Customer Support directly for the most accurate and updated delivery information. USPS Customer Support: ---
  3. If your package remains stalled or untraceable after several days, you may file a claim directly with USPS for assistance or resolution. → [File a USPS Claim]