Shipping Policy

Effective Date: August 1, 2026

Thank you for choosing Souss & Stone. We carefully prepare and package each order to help your products arrive safely and in beautiful condition.

Souss & Stone is owned and operated by SEVOYA LLC, a Massachusetts limited liability company. This Shipping Policy explains how orders are processed, shipped, tracked, and reviewed when a delivery concern occurs.

Order Processing

Orders are generally processed within 2–3 business days, unless a notice or banner on our website states otherwise.

Processing time is the time needed to review, prepare, package, and transfer an order to the shipping carrier. It is separate from carrier transit time.

Business days are Monday through Friday, excluding federal holidays and holidays observed by SEVOYA LLC. Orders placed on weekends or holidays will generally begin processing on the next business day.

Processing may take longer during product launches, promotions, holiday periods, unusually high order volume, inventory reviews, severe weather, payment verification, or other circumstances affecting normal operations. When a different processing period applies, we will communicate it through a website banner, product-page notice, checkout notice, email, or another clear notice.

If we cannot ship an order within the timeframe represented at the time of purchase, we will provide an updated estimate and the opportunity to accept the delay or cancel the unshipped order for a refund, as required by applicable law.

Where We Ship

Souss & Stone currently ships only within the United States. We ship to addresses in the 50 U.S. states and Washington, D.C.

We do not currently ship to U.S. territories or APO, FPO, or DPO military addresses. International shipping is not available at this time.

We can ship to P.O. boxes when the selected service is available through USPS. Some products, package sizes, or expedited services may not be available to P.O. boxes.

Orders to Alaska and Hawaii may have higher shipping charges and longer delivery estimates than orders within the contiguous United States.

Shipping Carriers

USPS is our primary shipping carrier. We may also use UPS, FedEx, or another established carrier when reasonably appropriate for the destination, package, or service selected.

If an address can be served only by USPS, including most P.O. boxes, we will use an eligible USPS service or contact the customer if fulfillment is not possible as submitted.

Shipping Rates and Free Shipping

Available shipping methods and charges are displayed at checkout before an order is submitted.

Souss & Stone offers free standard shipping on eligible orders with a merchandise subtotal of $75 or more shipped to the contiguous United States or Washington, D.C. The $75 threshold is calculated after discounts and before taxes and shipping charges.

Orders shipped to Alaska or Hawaii are not eligible for the standard $75 free-shipping offer unless a specific promotion expressly states otherwise. Applicable rates will be displayed at checkout.

Free-shipping offers apply only to the eligible standard shipping method, cannot be exchanged for cash, and cannot ordinarily be applied retroactively to a completed order.

Delivery Estimates

Delivery estimates begin after the carrier accepts the package. They do not include our 2–3-business-day processing period.

Unless Souss & Stone expressly identifies a service as guaranteed, all delivery dates and transit times are estimates only and are not guaranteed.

Carrier delays may result from severe weather, seasonal volume, transportation disruptions, local delivery conditions, incorrect routing, emergencies, government actions, or other events outside our reasonable control.

Although we cannot control a package while it is moving through a carrier’s network, we will reasonably review and assist with legitimate shipping concerns in accordance with this policy.

Tracking

When tracking is available, we will send a shipping-confirmation email to the email address associated with the order.

Tracking may take time to update after a label is created or the package is first transferred to the carrier. The creation of a shipping label does not always mean the carrier has already scanned or physically accepted the package.

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive or secure delivered packages.

Shipping-Address Accuracy

Customers are responsible for reviewing the shipping address before submitting an order. Please verify the recipient’s name, street address, apartment or unit number, city, state, ZIP Code, and any delivery information needed by the carrier.

Souss & Stone is not responsible for avoidable delays, failed delivery, or additional carrier costs resulting from an incorrect, incomplete, outdated, or undeliverable address supplied by the customer, except when the error was caused by Souss & Stone.

Address Changes, Order Modifications, and Cancellations

Requests to change an address, modify an order, or cancel an order must be emailed to care@soussandstone.com within four hours after purchase or before fulfillment begins, whichever occurs first.

Include the order number, the email address used for the order, and the requested change.

We will make reasonable efforts to accommodate a timely request, but changes and cancellations are not guaranteed. Orders may enter processing shortly after they are placed.

Once an order has been packed, transferred to a carrier, or otherwise committed for fulfillment, it may no longer be changed or canceled.

Submitting a request does not confirm that a change or cancellation was completed. It is confirmed only when Souss & Stone provides written confirmation.

If a carrier correction or package-intercept service is available for a customer-provided address error, the customer is responsible for any approved carrier fee. We will cover correction costs when the address error was caused by Souss & Stone.

Payment Verification and Fraud Prevention

Orders may be reviewed using payment, billing, shipping, device, location, order-history, and fraud-prevention information available through Shopify, payment processors, and service providers.

We may temporarily hold an order while verifying payment or order details and may contact the purchaser using the information supplied with the order. We will never ask a customer to email a complete payment-card number or security code.

To the extent permitted by law, SEVOYA LLC may hold, limit, decline, or cancel an order when payment cannot be verified, billing and shipping information appears materially inconsistent, unauthorized payment activity is reasonably suspected, an order is identified as unusually high risk, or fulfillment may expose the customer, company, carrier, or another person to unreasonable risk.

Verification may delay processing. If we cancel an order that has already been charged, we will refund the applicable amount to the original payment method.

Returned-to-Sender Packages

A package may be returned to us because of an incorrect or incomplete address, failed delivery attempts, failure to collect the package, refusal of delivery, carrier restrictions, or another delivery problem.

When a package is returned because of an error by Souss & Stone, we will correct the issue without charging additional standard shipping costs.

When a package is returned because of information or circumstances attributable to the customer, we may offer either:

1. Reshipment after the customer pays the actual reshipping cost and any carrier return, correction, or handling fees; or
2. A refund for eligible merchandise after the package is received and inspected, less nonrefundable original shipping charges and actual carrier return or correction fees, to the extent permitted by law.

For an order originally sent with free shipping, we may deduct our reasonable actual outbound shipping cost when the package was returned because of a customer-provided address error, refusal, abandonment, or failure to claim the package. We will not make this deduction when the return resulted from our error or a confirmed carrier or product problem for which the customer is not responsible.

A refund cannot ordinarily be completed until the package is physically returned to and processed by us.

Refused or Unclaimed Packages

Refused and unclaimed packages are generally handled as returned-to-sender packages.

A customer may be responsible for actual outbound shipping, return shipping, carrier fees, and any new reshipping cost when a package is refused or left unclaimed without a verified shipping or product problem.

This does not apply when a customer reasonably refuses a package because it is visibly and substantially damaged, unsafe to handle, or clearly not the order placed. When practical, photograph the condition and contact us promptly.

Delayed Packages

A tracking record that has not recently updated does not necessarily mean a package is lost. Packages may move between facilities without an intermediate public scan.

If a package is later than its estimated delivery date or tracking shows an unusual delay or exception, contact care@soussandstone.com with the order number.

We may ask the customer to confirm the address, review delivery locations, contact the local carrier office, or allow a reasonable carrier-investigation period. When appropriate, we may submit or assist with a service request, missing-mail search, or carrier claim.

A delayed package does not automatically qualify for an immediate refund while it remains in active transit. This does not affect rights that apply when an order was not shipped within the promised processing period or when a package is confirmed lost.

Lost Packages

Please report a package that appears lost by emailing care@soussandstone.com with the order number.

We may review carrier tracking, delivery scans, the address submitted with the order, carrier search results, shipment records, and other relevant documentation. The customer may be asked to cooperate with a carrier investigation and provide a signed statement or other reasonable documentation.

When a package is confirmed lost before delivery, we will provide an appropriate resolution, which may include a replacement or refund. Replacement is subject to product availability.

A customer may not receive duplicate reimbursement for the same loss from Souss & Stone and a carrier, insurer, payment provider, or another source.

Packages Marked Delivered but Not Received

Carrier tracking may occasionally show “delivered” before the customer locates the package.

Before submitting a claim, please:

1. Confirm that the shipping address on the order is correct.
2. Check entrances, porches, mailrooms, parcel lockers, garages, side doors, and other safe locations.
3. Ask household members, building staff, or trusted neighbors whether they accepted the package.
4. Wait two business days after the first delivered scan, because some packages appear shortly after an early or incorrect scan.
5. Contact the local carrier office and request available delivery information.

Notify us at care@soussandstone.com no later than five calendar days after the original delivered scan. Include the order number and any carrier case number or delivery information available.

We will review the claim reasonably and may request written confirmation, delivery-location information, a signed statement, or other appropriate documentation. For repeated, high-value, or suspicious claims, we may request additional verification, including a police report when reasonably appropriate.

A delivered scan does not automatically end our review, but it also does not automatically establish that a refund or replacement is due.

If available information reasonably confirms misdelivery or non-delivery, we will provide an appropriate resolution. If the evidence reasonably confirms correct delivery followed by theft or loss after delivery, a refund or replacement is not guaranteed.

Future orders to an address associated with a delivery claim may be subject to additional verification or delivery-risk controls.

Porch Theft and Packages Taken After Delivery

Customers should select a secure delivery address and monitor tracking whenever possible.

When tracking and available carrier information reasonably confirm delivery to the correct address, a package taken afterward may constitute theft rather than carrier loss. We will review reported theft claims fairly, but Souss & Stone does not guarantee a replacement or refund for every package stolen after confirmed correct delivery.

Depending on the circumstances, we may ask the customer to contact the carrier, check available security footage, notify building management, file a police report, or provide a signed statement.

Nothing in this section limits rights or remedies that cannot legally be limited.

Damaged, Broken, or Leaking Shipments

Please inspect the package promptly after delivery.

Damage, breakage, leakage, or visibly compromised packaging must be reported within five calendar days after delivery by emailing care@soussandstone.com.

Please include:

• The order number;
• A description of the problem;
• Photographs of the shipping box or mailer;
• A photograph of the shipping label;
• Photographs of the interior packaging and protective materials;
• Clear photographs or a short video showing the damaged, broken, or leaking product; and
• The product name and lot or batch code, when available.

Keep the product, container, cap, pump, dropper, packaging materials, and shipping package until we confirm that they may be discarded. A carrier may require inspection or additional evidence.

Do not use a product when its container is broken, its seal is compromised, it appears contaminated, or using it may be unsafe.

After review, we will provide an appropriate remedy, such as replacement, refund, partial refund, or another legally required resolution. We will cover reasonable standard shipping costs required to correct damage caused during shipment or by our packaging or fulfillment.

The five-day reporting period helps preserve evidence and support carrier claims. It does not eliminate any non-waivable rights concerning defective, unsafe, misrepresented, or incorrectly supplied merchandise.

Missing or Incorrect Products

Report a missing or incorrect product within five calendar days after delivery by emailing care@soussandstone.com.

Include the order number, a description of the products received, and photographs of the package, shipping label, packing materials, and contents when available.

We may review shipment weight, packing records, inventory records, photographs, and other fulfillment information.

If we confirm that an item was omitted or the wrong item was sent, we will correct the issue at no additional standard shipping cost to the customer.

Severe Weather and Events Outside Our Reasonable Control

Processing and delivery may be affected by severe weather, natural disasters, fires, floods, public emergencies, labor disruptions, transportation interruptions, power or internet outages, carrier service disruptions, government actions, or other circumstances outside our reasonable control.

We will make reasonable efforts to communicate material delays and complete affected orders. This section does not change any right to a delay notice, cancellation, refund, or other remedy required by applicable law.

Contact Us

For shipping questions, contact:

Souss & Stone / SEVOYA LLC
Email: care@soussandstone.com
Mailing address: PO Box 1020, Leominster, MA 01453

Please include your order number in all order-related communications.