shipping & return policies

shipping your package

be sure to include your REF# 

please include your REF# in the shipping address as shown in the address on your booking details . the REF# is your unique booking ID that allows us to link your package to your booking. we cannot guarantee intake if the package does not include the REF#.

products shipped without an account or booking reservation

please only send products if you have an account with soona and have created a booking. soona is not responsible for products sent without an account and booking.

packages shipped to the incorrect studio location

when shipping your items to one of soona's studios, always check the shipping address in your booking's details page as this may change from one booking to another. packages shipped to the incorrect studio will be redirected to the correct studio and you will be charged for the shipping cost. this may delay your scheduled shoot time.

shipping from Amazon 

if you are shipping items from Amazon directly to us, be sure to include your REF# in the shipping address as shown in the address on your booking details page. the REF# is your unique booking ID that allows us to link your package to your booking. we cannot guarantee intake if the package does not include the REF#.

in the delivery options, make sure that packages will not get delivered on weekends by unchecking Saturday and Sunday deliveries.

missing packages

in the event that your tracking shows as delivered but soona did not actually receive the package: please submit a claim with your carrier. claims must be submitted by the shipper. we encourage you to purchase shipping insurance via your carrier of choice.

USPS missing mail

UPS claims

FedEx claims

incoming packages damaged in transit 

in the event that your item(s) arrive damaged, we will let you know which of the following options are available:

1. send new products
2. proceed as is with the addition of a $9 premium edit (this option is only available if items have minimal damage and our editing team has validated that a digital touch up is possible)

soona is not responsible for items damaged in transit. please make sure to pack your items accordingly to prevent damage while in transit. we encourage you to purchase shipping insurance via your carrier of choice. find tips on how to pack your items here.

if your item(s) arrive damaged, please submit a claim with your carrier. claims must be submitted by the shipper.

USPS claims

UPS claims

FedEx claims

alcohol 

we accept alcohol shipments, but cannot return those products as we do not hold a license to ship alcohol. alcohol may be picked up from our studios upon request or will be discarded upon completion of the shoot.

perishable goods shipments

please ensure that your perishable items are delivered during the following days and times and that they are clearly marked as perishable (time local to the studio):

Monday-Friday: 8am-4pm

soona is not responsible for items becoming unusable if delivered past the hours stated above or during off-hours.

please see the “perishable items post-shoot” section below for our post-shoot and storage policy.

international shipments

we accept international shipments but are not responsible for international shipping costs, customs duties, or any costs associated with international shipments.

freight deliveries 

please email us at hey@soona.co before shipping via freight in order for us to confirm that we can receive and accommodate your shipment. 

free first shipping label

each account is eligible for one free shipping label through soona. must ship in a USPS flat rate box sized 12"x12"x5.5" and with a maximum weight of 70 lbs. the label must be generated through soona's integrated shipping on your account. soona will not reimburse labels generated outside of soona's integrated shipping.

the free USPS flat rate label is only eligible for domestic shipments within the US.

shipping from soona back to you

return shipping 

if you choose to have your items returned as your post shoot option (PSO), we begin the process of carefully packing and processing your item 5 business days after your shoot wraps. this gives you time to change your PSO if desired. 

we choose the lowest cost shipping label between USPS, UPS, and FedEx based on your package(s) weight and dimensions. the cost of the label(s) + the $20 handling fee are charged directly to your payment method. if your payment method is declined, you will receive an invoice via email. you have 7 days to pay your invoice or we reserve the right to discard your items. 

providing your own return label(s)

you may provide us with your own return label digitally by emailing hey@soona.co. please check with us that the dimensions and weight for your package(s) are accurate before creating a shipping label. $20 return handling fee still applies.

we do not accept physical return shipping labels or QR codes.

you will need to schedule a package pick-up for carriers other than UPS, USPS, or FedEx.

alcohol

we cannot ship alcohol back to you  as we do not hold a license to ship alcohol. alcohol may be picked up from our studios upon request or will be discarded upon completion of the shoot.

perishable items post-shoot 

perishable items and grocery shopping props will be discarded once the shoot has been completed. exceptions can be made for continuation shoots as long as the items are dry goods and/or have a stable shelf life of 2+ weeks. 

fast pass clients may reach us at hey@soona.co to request an exception for storing food/perishable items, at soona’s discretion.

cannabis/marijuana & substances containing THC

we cannot ship THC products back. they may be picked up from our studios upon request.

returns to third party merchants

we will not return items to third party merchants on your behalf. items will only be returned to you directly. see the “return shipping” section above for more information.

this excludes rental returns for props & products.

international shipments

we will process international return shipments under the sole condition that the original sender emails us a fully paid return shipping label and all the necessary documentation to hey@soona.co to ship items back to the sender, including but not limited to customs forms, commercial invoices, and certificate of origin. we highly encourage you to purchase return shipping insurance. we will process international returns within 3 business days of receipt of the return shipping label and all proper documentation. documentation need to be provided within 7 business days of shoot completion.

we are not responsible for international customs duties or any costs associated with international shipments. any customs or shipping related charges billed to us will be billed back to you. we are not responsible for packages held up at customs.

return package drop-offs

we will not drop packages off at physical carrier locations. UPS, USPS, and FedEx packages get picked up from our studios. you may schedule a package pick-up for other carriers.

rush returns

we will process your items 5 business days after your shoot wraps. please reach out to hey@soona.co if you need your items returned before that timeframe. additional fees may apply. requests must be made by 10am local studio time to ensure same-day pickup. this does not guarantee that the carrier will process your package(s) on the same day. soona is not responsible for processing and shipping delays incurred by carriers.

products soona can receive/return

last updated 7/24/23