Frequently Asked Questions
Last Updated: August 2026
The questions our inbox gets most, answered properly. Nothing here is filler. If a number appears below, it is the number we work to, and it matches the number on the policy page it comes from.
Still stuck at the end of it? Email Contact@sosiom.com or call +1 (928) 449-5433. A person on our team reads every message that arrives, and you will get an answer from that person rather than from a template.
Section 01
Ordering and paying
Which payment methods work here?
Every transaction is encrypted end to end. The full list:
- PayPal
- Apple Pay
- Google Pay
- Visa, Mastercard, American Express or Discover, processed through Stripe
Is my card information safe on this site?
Yes. The whole site sits behind SSL, and the card itself is handled by PCI-compliant processors. Card numbers are never kept on our own servers, because we simply do not have them.
Can I split the cost over several months?
No. Financing and installment plans aren’t something we offer at the moment; an order is settled in full when you check out.
Do you deliver outside the United States?
Not right now. U.S. addresses only.
Can one order go to two different addresses?
No. One order goes to one destination. Ordering for two places means placing two orders, each with its own address on it.
Section 02
Getting your order to you
What does shipping cost?
Nothing, anywhere in the U.S., with no minimum purchase attached.
How soon will it show up?
Your order goes out within 1 business day of being placed, Monday through Friday. From there, smaller items usually take 1–3 business days to reach you. The large structures travel by freight and generally need 3–7 business days, which shifts a little depending on where you live. Tracking is emailed the moment your order ships.
Is there a cut-off for same-day processing?
There is: 11:00 PM MST. Order before that on a weekday and processing starts the same day.
Why do the big structures ship differently?
Size. The largest items we sell will not go through the parcel network, so they move by freight carrier instead, typically 3–7 business days in transit. Expect a call from the freight company to set up a delivery time before the truck arrives.
Where do I find my tracking number?
It’s in the email we send when the order ships, and you can also look it up with your order number on the Order Status page. Carrier systems sometimes need up to 48 hours before they start showing scans.
It’s been a while and nothing has arrived.
If 7 days have gone by since the shipping email and nothing has landed, email Contact@sosiom.com with your name plus the order number. We’ll open a trace with the carrier.
Section 03
Changing your mind before it ships
Can I cancel?
Within 4 hours of placing the order, yes, provided it hasn’t already gone into processing. Email us quickly and we’ll catch it if we can. After it ships, cancellation is no longer possible, though the 90-day return window still covers you.
I need to change something on the order.
Tell us as soon as you notice. Anything still sitting in our building can usually be adjusted.
I typed the wrong shipping address.
Contact us right away. If the order hasn’t left, the fix is easy. If it’s already moving, the package has to come back to us before it can go out again to the correct address.
What if the carrier can’t deliver it?
When a package is marked undeliverable and returns to us, we’ll ask whether you’d prefer a second delivery attempt or a full refund.
Section 04
Returns and refunds
How long do I have to return something?
90 days from the day it’s delivered. Faulty or not, we take it back. Email Contact@sosiom.com to get the process started. The Refund and Returns Policy page has the full detail.
Who pays to ship it back?
We do, in every case. Damaged, defective, wrong item, or simply not what you wanted: the prepaid label is free either way.
When does the money come back?
We inspect a returned item within 72 hours of it reaching us, and the refund follows inside 7 business days. It covers the original shipping you paid, and no restocking fee is ever taken out of it.
Can I swap an item for a different one?
Yes. Email us and we’ll walk you through the exchange.
It arrived damaged.
Photograph the damage, email it over with your order number, and don’t ship anything back. A free replacement goes out instead. If we can’t replace that exact item, you’ll get a full refund or help choosing something else.
You sent the wrong thing.
Our mistake, our cost. Email your order number with a short description and we’ll cover getting the right item to you, plus a return label if the wrong one needs to come back.
Section 05
Assembly and warranty
Do you assemble it for me?
We don’t offer installation. Every product ships with full step-by-step instructions, and our team will talk you through a step that isn’t making sense.
Are instructions included?
Always, in the box.
Is there a warranty?
Yes, the manufacturer’s own, on every item we sell. Length and terms differ by brand and by product, so check the listing, or read our Warranty & Replacement Policy.
What does a manufacturer warranty usually cover?
Faults in materials and workmanship, plus parts that fail mechanically or electrically during normal use at home. What sits outside it: misuse, assembly done wrong, alterations nobody authorized, plus the ordinary wear that any outdoor structure picks up over the years.
How do I file a claim?
Email us your order number, the name on the order, what’s gone wrong, and photos or video if you can take them. We handle the manufacturer from there.
Can I buy a replacement part on its own?
We don’t stock individual parts. If the item is still under warranty, the manufacturer will often send the part straight to you. Contact us and we’ll arrange it.
Section 06
Trouble with the site
Pages aren’t loading properly.
Clear your browser cache and cookies first, then reload. Still broken? Try another browser or another device, and if it’s still happening, describe it to us in an email.
I hit an error message.
Screenshot it and send it over. We’ll look into what caused it.