Delivery

• An item leaked in my order, what should I do?

  Damaged Items in Your Order: What to Do Next At Sophie & Toffee, we strive to ensure that all our products reach you in perfect condition. However, we understand that sometimes things can go wrong during shipping. If you've received a damaged item in your order, we sincerely apologise for th...

• Can I update my address after my package has been shipped?

  Unfortunately, we have already processed your package for shipping and change of address is not possible from our end! The tracking will be updated once the courier has scanned the package. However, you may still be able contact your Local Post to redirect the package to your desired address once...

• Do I have to pay custom taxes when receiving my orders?

  Please be aware that tariffs and taxes are not implemented by our company, but by federal government policies that are beyond our control. We no longer offer prepaid taxes as we have received feedback that some express couriers still charge additional taxes upon delivery. Otherwise, our internat...

• How do I receive shipping/ tracking notifications?

  All of our orders are shipped with tracking information, you will receive your tracking information once your order is shipped.

• How long does it take to receive my order?

  How long does it take to receive my order? | Types of Shipping Options | Definitions | Delivery timelines | | ------------------------- | ----------- | ------------------ | | International Postal Services - SingPost | When the package arrive to the destination your local post will complete the l...

• How long do the pre-orders take to ship?

  Typically, these items will take about 2 weeks to be ready for shipment to you. Once the products are ready to be shipped, you will receive the shipping/tracking notification emails so that you can track your package.

• I did not receive an item which is missing from the order?

  We are very sorry if we had missed out items in your order. Please contact us within 7 days of receiving your order by uploading a photo of what you had received and click on "Contact Us" button.

• I have not received my order, what should I do?

  Estimated delivery by dates are provided by the couriers and are subjected to customs delays, holidays, global pandemic and other weather conditions. You should have received a tracking email as soon as your order is shipped. This tracking service is provided by a third party courier service - T...

• I haven't received my subscription box shipment. What do I do?

  Our international shipping service provides door-to-door tracking, but the delivery expectation is 7-14 days after the shipment arrives at the international routing facility in Singapore. Additional delays are possible due to customs, public holidays or global pandemic. If you do not receive your...

• I have received a different box from what I had paid for. What should I do?

  We are so sorry if we had shipped out an incorrect box to you by mistake. However, if the wrong box was really sent out to you, please contact us and rest assured that we will resend the correct box to you at no extra cost.

• It has been 3 days. Why is my order not shipped out yet?

  We are committed to ship out your store order within 24 hours on business days, excluding weekends and Public Holidays. Subscription boxes is scheduled to be shipped out every 1st to 2nd week of the box month. As of now, our Fulfillments Team is working hard to ship all orders on schedule. Plea...

• My items got damaged during the transit, what should I do?

  Please snap a photo of the damaged item(s) with photos of the box and send it together with your order number by clicking on the button below which says "Contact Us". We will assess the damaged item and will provide compensation with sole discretion. Do provide photos of the box as well to show t...

• My package is lost. What should I do?

  All of our orders are shipped with full tracking service, the possibility of a lost package is hence low. However, in event of packages not delivered after 30 days from the despatched date, you can contact us to log a claim with the insurance company. If the claim is approved by the insurance com...

• My tracking showed there was a failed delivery attempt. What should I do?

  Please contact your local post with the tracking number to arrange for redelivery or self-collection before the order is returned back to us. If the order has been returned to us, you will need to pay the shipping fees for it to be redelivered to you.

• We would like to purchase the monthly boxes for our school, but can only do prepaid subscription. Can you advise?

  You can subscribe to either our monthly or 6 prepaid monthly Elves Box Subscription, these are prepaid subscriptions. However, please note that our resin craft boxes are not intended for children under 12 years of age.

• What other third-party shipping services can I use?

  Below is our recommended third party forwarder services which you can use to get a Singapore address to ship your products to your country. We are not in any way affiliated with this company, this is only for your information. 1) Fulfilship - https://fulfilship.com/ship4me/

• Where can I find tracking information?

  After a box or order is shipped, you will receive a tracking email from trackmyshipment.co . You may need to ensure that this email addressed is "whitelisted" so that these emails are not sent to your Spam folder. Your tracking information is the green button that says "Track My Order" in the em...

• Why are there no updates to the tracking details of my package?

  Once we ship, we do not have control over when your orders make it to you. Our tracking information will be the same as what you have been provided. The tracking will be updated once your Local Post has updated the status. You can also track your packages with the same tracking number via your L...

• Why is my shipping not free?

  For USA orders over USD$180, you will get to enjoy a free shipping! For local Singapore orders, shipping is always free for orders over S$60.

• Why is there no status update to my tracking number?

  We wish we could speed up how fast you get your package! Unfortunately we cannot control any delays that might happen while your order is in transit. All packages are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We do not ...