Shipping policy

1. SHIPPING

Standard shipping is offered for all orders placed on sourtai.com. Most items are made to order, please take into account production time.

Once your package has shipped, you will receive an email with a tracking number. For security reasons, an adult signature is required for all deliveries. Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.

All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Saturday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.

2. ORDER HAS NOT ARRIVED YET

If your order has not been delivered within the estimated timeframe, we recommend:

– Checking your order status through your tracking number provided on e-mail
– Checking that the delivery address is correct
– In the case of a missed delivery, please contact your national delivery service.

For further assistance, contact us at jessica@sourtai.com and we will be happy to assist you.

3. DAMAGED PARCEL

According to the traffic regulation, you can open a claim for damages with the carrier under certain conditions. On the day of delivery, you should accept the package with reservations and sign the receipt. Under the signature, you need to mention the reason, for ex: "damaged package", "crushed box", "open box", "wet box", etc...

You can thereafter proceed to open a claim with the carrier and also attach pictures of the damaged box to support your claim. If you need further assistance, please contact jessica@sourtai.com