Shipping policy
Last updated: July 4, 2026
At SONO GONO, each item is made to order. This means your product is produced after your order is placed, allowing us to create each piece specifically for you.
We work to process and ship orders as quickly as possible, but delivery times may vary depending on the item, fulfillment location, shipping carrier, and destination.
Order Processing and Production
All SONO GONO products are made to order. Production and fulfillment times may vary depending on the product, order volume, fulfillment location, and availability.
Once your order has shipped, you will receive a confirmation email with tracking information.
Please allow 24–48 hours for tracking information to update after the tracking number is issued.
Estimated Delivery Times
Estimated delivery times depend on where the item is fulfilled.
U.S. Fulfillment Items
Estimated delivery time is typically 5–7 business days for U.S. customers.
International Fulfillment Items
Estimated delivery time is typically 11–18 business days.
These delivery times are estimates only and are not guaranteed. Delays may occur due to production time, carrier issues, holidays, customs processing, incorrect shipping information, weather, high order volume, or other events outside of our control.
Split Shipments
Some orders may ship in separate packages.
If your order includes multiple items, they may be fulfilled from different locations. For example, a U.S.-fulfilled item and an international-fulfilled item may arrive separately and at different times.
You may receive separate tracking numbers for different parts of your order.
Shipping Rates
Shipping costs are calculated at checkout based on your shipping address and the items in your order.
Occasionally, SONO GONO may offer free shipping promotions or shipping discounts. Any active shipping promotion will be shown at checkout or clearly stated on our website.
International Orders and Customs
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges depending on the destination country.
These charges are not controlled by SONO GONO and, unless collected at checkout, are the customer’s responsibility.
Customs processing may also cause delays that are outside of our control.
Incorrect Shipping Information
Please make sure your shipping address is complete and accurate before placing your order.
SONO GONO is not responsible for delays, failed deliveries, returned packages, or lost orders caused by incorrect or incomplete shipping information provided at checkout.
If you notice an address mistake, please contact us immediately at support@sonogono.com. We will do our best to help, but we cannot guarantee that an address can be changed once an order has entered production or shipped.
Lost, Stolen, or Missing Packages
If your tracking shows that your package was delivered but you have not received it, please first:
- Check your shipping address
- Look around your delivery area
- Ask household members, neighbors, building management, or your mailroom
- Contact the shipping carrier directly
If the issue is still unresolved, contact us at support@sonogono.com with your order number and tracking information. We will do our best to help.
SONO GONO is not responsible for packages that are marked as delivered by the carrier, but we will assist where possible.
Damaged or Incorrect Orders
If your item arrives damaged, defective, or incorrect, please contact us at support@sonogono.com within 7 days of delivery.
Please include your order number, clear photos of the item, and a short description of the issue so we can review it and make it right.
Shipping Delays
If we become aware of a significant delay affecting your order, we will do our best to notify you using the contact information provided at checkout.
If you have questions about your order status, please contact us at support@sonogono.com.
Contact
For shipping questions, order updates, or delivery concerns, contact us at: support@sonogono.com