FAQ
FAQ
Any questions?
Do you have questions? Our customer service team is at your disposal and will get back to you as soon as possible.
Feel free to contact us at contact@soiflex.com.
Here are the questions we are asked most often:
When will I receive my order?
Orders are generally shipped from our warehouses within 3 business days.
You should then allow 5 to 7 business days for your item to arrive at your home (7 to 10 business days for Canada).
During busy periods, it may take up to 6 days before shipping. Our parcels are shipped with La Poste or Canada Post; we do not work with pick-up points.
My order is incomplete
Since we have several storage locations and work with different manufacturers, you may receive your products in separate packages. So don't worry if you don't receive everything at the same time.
Our average delivery times are 5 to 7 business days. Some parcels may take a little longer than that.
However, if you still have not received your parcel within 35 business days of ordering, we will refund you in full and you can keep the item when it arrives.
Contact us at contact@soiflex.com to report an item that has not been received.
Can I cancel or modify my order?
We process the orders you place quickly, generally within 12 hours.
For this reason, you have 12 hours after placing your order to send a cancellation or modification email to contact@soiflex.com.
Beyond that time, your items will already have been shipped, so we will not be able to modify your order.
The item I received is broken/defective?
Despite our careful selection of trusted carriers, your parcel may arrive damaged.
In this case, or in the case of a manufacturing defect, contact us at contact@soiflex.com with the following details:
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Your order number
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A description of the problem (wrong / defective item, etc.)
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A photo or video
You will not need to return the product, and we will refund the amount of your order directly in the form of store credit (if you would prefer another form of refund, please let us know).
What payment methods do you accept?
We accept the following payment methods on our website: Visa, American Express, Mastercard, debit cards, PayPal and credit cards.
Is my information secure?
To protect your personal data, we take reasonable precautions and follow industry best practices to ensure that it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, it will be encrypted through the use of the SSL security protocol and stored with AES-256 encryption.
Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.