Pre-Shoot Handling Policies

Account & booking confirmation: only send products after completing your downpayment and confirming both an account and booking with soona. Products shipped without these steps are outside our responsibility and may incur FastPass storage fees or be discarded
Once your products are received: products attached to bookings that remain unscheduled due to the following reasons are subject to FastPass storage fees if not resolved within 14 days of receipt:
- Sending additional products
- Sending replacement products for items damaged in transit
- You are not available or your preferred date is 2+ weeks out
- You wish to put your shoot on hold
- Pro service selection has not been made
- Shot list has not been provided
- Exceptions: specific pro-service provider requested is not available

Free first shipping label: your first USPS flat rate shipping label is complimentary through soona’s integrated shipping on your account
Include your REF#: your REF# must be included in the shipping address as shown on your booking details page. this is crucial for linking your package to your booking
Shipping from Amazon & other retailers: when shipping from retailers, ensure the REF# is included and schedule deliveries for weekdays to avoid weekend delays
Check address accuracy: always verify the shipping address on your booking details as it may change. Incorrectly addressed packages will be redirected at your expense and may delay your scheduled shoot
Product condition on receipt: soona is not responsible for items damaged in transit. Please make sure to pack your items securely to prevent damage while in transit. We encourage you to purchase shipping insurance via your carrier of choice.

Perishable goods: ship during studio hours (Monday through Friday, 8 am to 4 pm) and mark clearly as perishable. We strive to handle these items carefully but cannot be responsible for spoilage outside these hours.
Alcohol: we accept alcohol shipments but cannot return these items due to licensing restrictions. Options for pickup or disposal post-shoot are available.

International shipments: we welcome these but do not cover shipping costs or customs duties. Manage all documentation and communicate directly with us for any returns
Freight deliveries: for large items requiring freight services, contact us at hey@soona.co before shipping to ensure we can accommodate your shipment

Loss and damage: If your items arrive damaged or are lost during shipping to soona, we strongly encourage you to file a claim with the respective shipping carrier. please note: soona is not responsible for items lost during transit.
Locating and maintaining packages: soona is responsible for maintaining and locating clients' packages upon receipt and is dependent upon the client's booking status
Condition of products: products handled during our shoots, including intake, photography, and video processes, will show visible signs of use. understand that these items may not be resellable as new, and soona is not liable for wear and tear from handling, styling, or shipping

For any further questions or assistance, please don't hesitate to contact us at hey@soona.co. we're here to help you every step of the way!