Delivery and refunds

One order, a clear outcome

Your order page distinguishes payment, provider acceptance, production or transmission, and the available delivery evidence. For help, email john@soxoa.com with your order ID. Do not place a duplicate order to resolve a delayed status.

Before fulfillment

If an order has not entered irreversible transmission or production and the provider confirms cancellation, we cancel it and refund any captured payment in full, including tax collected for the cancelled order. If we placed an authorization without capturing payment, we cancel the authorization instead.

A cancellation request is not a guarantee that fulfillment can be stopped. We confirm the outcome when the provider responds. Where the outcome is uncertain, we investigate before marking the order cancelled or sending a replacement.

Fax

For a fax sold with capture after successful transmission, we capture payment after the provider confirms transmission of the expected pages. If the attempt definitively fails and cannot be completed under the approved order, we cancel the authorization or refund a captured charge. An authorization may remain visible temporarily while your bank releases it.

A successful transmission confirms receipt by fax equipment, not that the intended person read or accepted the document. If the number you approved was incorrect, a successfully transmitted fax cannot be recalled. Contact us promptly if the reported page count or result appears wrong.

Mail and certified services

We provide the mailing service described in your order. Postal delivery times are estimates unless expressly guaranteed. Ordinary mail may not have final delivery proof; an estimated-delivery event is not a signature. Certified services provide only the evidence supported by the purchased service.

If we cannot submit or produce your approved mailing, we refund the unfulfilled order. If we or our provider produce the wrong document, use a destination different from the one you approved, or make another material fulfillment error, we will offer a replacement or refund as appropriate. Mail returned because of an incorrect address you approved may require a new paid order; tell us if you believe the error was ours.

Printed products and handwritten cards

Review the exact product, size, quantity, artwork, delivery address and options before payment. Custom printed products and handwritten cards may not be returnable merely because you change your mind after production begins, subject to mandatory consumer rights.

Report a damaged, defective, materially incorrect or missing product promptly, preferably within seven days of receipt or the expected delivery date, with your order ID and photographs where practical. This request helps us investigate and does not shorten a legal right to claim. We will investigate with the supplier and offer the remedy required by your order and applicable law.

We will not substitute a materially different product without your approval. If the approved item becomes unavailable, we will seek your agreement to a replacement or refund the unfulfilled item. If a shipment cannot occur within the promised time, we will provide the required delay notice and cancellation/refund option.

Refund processing and your rights

Approved refunds return to the original payment method. We initiate them promptly; bank posting times vary and will be shown where available. We do not require you to accept store credit instead of a refund owed under this policy or law.

Contact us if a payment looks duplicated, an order is stuck or delivery evidence is missing. We retain an order timeline so that we can reconcile the payment with fulfillment. This policy supplements, and does not exclude, non-waivable consumer rights.