How can I check the status of my orders?
There are three ways: 1. Through your User Center; 2. By email 3. Through Footer
1. Through your User Center: You can track your order by logging into your account, then click on “My Orders”. You will find the status of your orders and a link to the order tracking there.
2. By email: After successful payment, you will receive email updates. The “Order Confirmation” email confirms that we have received your order and includes the order number and product information. The “Shipment Confirmation” email confirms that your order has shipped and includes the tracking information, where you can track your order.
If you have not received any email within 48 hours of successful payment, please check your spam or log into your personal center to check, or you can contact our professional customer service team directly for help.
3. At the very bottom of our website there is an “Order Tracking” link.
Was this article helpful? 2 0
How do I cancel my order after I’ve placed it?
Log in and check your order status in “My Orders”.
If your order status is unpaid, you can cancel it directly yourself.
If you’ve paid for your order, in-stock items normally ship within 1-5 business days after an order has been paid. We accept cancellations on orders that have not yet shipped or if the items are on backorder. In this case, please contact our Customer Service to cancel your order.
Once an item has shipped, cancellation is not possible. Click here to access our Return Policy.rs.
Was this article helpful? 0 0
What if I filled in the wrong order information but I’ve already placed the order?
We are here to help youl! You can contact us. Our professional customer care team will do everything we can to accommodate your changes!
Email us.
Was this article helpful? 0 0
What if I’ve placed an order but heard nothing?
Usually, you’ll receive an “Order Confirmation” email within 30 minutes after placing your order. If you heard nothing after 30 minutes, please check your spam box or check your credit card or PayPal account to see if the payment has been successful.
You can also log in to your account to check your order status in “My Orders”.
Still not solved? Please contact us for help.
Was this article helpful?
It’s been longer than the estimated arrival time and I still haven’t received my order, what should I do?
If you’ve been waiting longer than you should have and you haven’t heard from us, log in to your account and click into “My Orders”. Here you can see up-to-date delivery/dispatch info.
If you can see the order has been dispatched and you’ve not yet heard from the courier, get in touch and we can resolve this for you.
Was this article helpful?
Do you have neutral packing for my order?
Unfortunately we don’t offer neutral packing.
Was this article helpful?
Do you have gift packaging or wrapping for my order?
Unfortunately we don’t offer gift packaging or wrapping.
Was this article helpful?
Does the package contain a receipt?
No. There’s no receipt in the package. You can log in to check your order information in “My Orders”.
Was this article helpful?
Where can I find my invoices?
Registered users can check and download invoices in “”My orders””.
Guests should contact customer service or register to see order information and invoices.
If you still can’t find where to download the invoice, you can contact us.
Was this article helpful?
Can I change certain information about my invoices?
Yes, the billing address can be changed, but only once. Please contact Customer Service to change it. The delivery address on the invoice cannot be modified.
SHIPPING & DELIVERY
Where do you ship to?
On this website we ship to the 48 contiguous states within the United States.
No delivery to PO boxes, APO, FPO, DPO addresses, Alaska, Hawaii, and Puerto Rico.
Was this article helpful?
What is your shipping fee?
Free shipping 🙂
Was this article helpful?
When will I receive my item(s)?
The shipment time is 2-5 business days.
Depending on circumstances like distance, local holidays, and any other external factors outside of SONGMICS HOME’s, and courier’s control, delivery takes 5-9 days.
* All information regarding the delivery duration is estimated. We cannot guarantee that your order will arrive on a specific day.
Was this article helpful?
What happens if the carriers lose my package?
Please contact our Customer Service for after-sales service as soon as possible.
Was this article helpful?
How will my item(s) be delivered?
Your item(s) will be shipped via UPS, FedEx, or Amazon logistics.
Was this article helpful?
Can I specify the logistics company for delivery?
You can leave us a message when placing your order to notify which company you want. If the logistics company you specify does not meet our shipping conditions, we will automatically choose the logistics company that can be shipped for you.
Was this article helpful?
Can I change my delivery address after I’ve ordered?
Please contact our customer service via email when an address change is needed. Our team will check to see if it’s possible or not and get back to you as soon as possible.
Was this article helpful?
Can the courier notify me in advance by phone or email when the delivery is made?
The logistics companies we work with currently do not have an advance notice of arrival service. You can check the status of your order in the tracking email you receive or log in to check in “My Orders”. Or, contact us for help.
Was this article helpful?
Can I request a delay in delivery?
Yes, but only before the order is shipped. You can delay the delivery by contacting our Customer Service or leave us a message when placing your order. Please note: orders can only be delayed up to 2 weeks.
Was this article helpful?
Can I set a certain date for the delivery? For example, if I am only available next Tuesday.
If you need delivery on a certain day, please go to the logistics company platform via your tracking email or “My Orders” to choose.
Was this article helpful?
If I order several items at once, will they be delivered at the same time?
The logistics companies we work with currently do not have an advance notice of arrival service. You can check the status of your order in the tracking email you receive or log in to check in “My Orders”. Or, contact us for help.
Was this article helpful?
How do I know which products are shipped in multiple packages?
If the product is shipped in multiple packages, the product page will show that information. Usually, products like garden sets, trampolines, L-shaped computer desks will be shipped in multiple packages.
You’ll also receive all the corresponding tracking numbers to know that the product is shipped in multiple packages.
Was this article helpful?
What happens if I’m not there when delivery is estimated?
Normally, the courier will try to deliver the parcel 3 times. If the 3 times are unsuccessful, the package may be placed at the package station, a neighbor’s house, or a safe place, waiting for you to pick it up. We recommend you keep track of the status of your parcel in My Orders or by clicking on “Track my order”. If your package is returned to the warehouse of the logistics company, you can contact the logistics company via the logistics tracking link to arrange a new delivery time.
RETURNS & REFUNDS
How can I return my order?
We accept returns for a refund within 30 days of successful delivery. Please log in your account and request a return in “My Orders”. Or, you can contact our customer service team via email citing the order number, contact information, and reasons (attaching photos if necessary). We’ll be happy to assist with your return.
Was this article helpful?
What is the return cost? Can I send my goods back free of charge?
The return cost varies depending on the weight and size of the package. For returns caused by customers’ remorse returns, such as an item didn’t fit, didn’t like the color, changed your mind, ordered by mistake, bought it somewhere else, etc., the return cost will be the responsibility of the customer. If there is any problem with the product after receipt, please contact our Customer Service for a solution.
Was this article helpful?
What if I received damaged or incorrect merchandise?
Although this is very rare, should your product not arrive in perfect condition, please contact us with your order number, contact information, and images of the faulty product, and a member of our dedicated customer service team will advise on the best solution, including refund or replacement options.
Was this article helpful?
How long does it take to receive my refund?
Usually, the refund will be made to your payment after the warehouse confirms receiving the package. It will be visible in the account within 3-5 business days.
Haven’t you received your refund? Please contact us.
Was this article helpful?
How will I be refunded?
The refund will go back on to the same card you used to place the order with us, and will be paid back to you via a return transaction. It shall not be refunded later than 30 days from the date on which we receive notice of your revocation.
Was this article helpful?
Can you process my refund on a different credit/debit card?
By law, any refund must go onto the original card that has been used to place the order so this would not be something which we are able to do. However, if the refund declines we would then contact you and ask for alternative card details to process the refund.
Was this article helpful?
What is the complete SONGMICS HOME Return Policy?
Please check our Return Policy here.
PRODUCT & STOCK
Where can I find assembly instructions?
You’ll receive the assembly instructions in the product package.
Was this article helpful?
I received the wrong product / wrong parts, what should I do?
Please contact us right away so we can make it right.
Was this article helpful?
Are your products for commercial use?
Our products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.
Was this article helpful?
Do your products have tested weight limits?
Certain chairs, shelving units, shelves, beds, and children’s product have tested weight limits. Products should only be used for their intended purpose.