Warranty and Returns
Return Policy:
SoVia Home does not offer returns due to the complexity of freight and logistics. However, we will honor all manufacturer return policies, warranties, and damage policies. Please contact us with additional questions.
Special Return Policies
- My item arrived Damaged/Defective
We work hard to ensure items arrive in perfect condition, but we understand that isn’t always the case. If you receive a damaged or defective item, please visit My Orders and select ‘Return or Replace Items’.
Visit My Orders for up-to-date order status.
| Item Status | What it Means |
| Shipped | Your item has begun its journey to your home. |
| Backordered | We’re sorry, but we ran out of stock before we could fill your order. Your item will ship as soon as it is back in stock. |
| Cancelled | We’ve canceled your item, and you won’t be charged. We’re sorry that this wasn’t exactly right for you now. |
| Incorrect Billing Address | Oops! Your billing address in checkout doesn’t match what the bank has on file. It’s easy to fix. Just click manage payment to update. Thanks! |
| Outstanding Balance | We’re trying to charge you for your item but we are unable. Please click manage payment to clear your balance. |
| On Hold | Either you have requested that we delay shipping your item or we have delayed shipment because we are sorting out order details and have attempted to contact you. |
| Pending Shipping Address Change | As soon as the warehouse confirms your new address, we’ll ship your order to you as requested. |
| Pending Ship Speed Change | As soon as the warehouse confirms your new address, we’ll ship your order to you as requested. |
| Pending Cancellation | You have requested to cancel part of your order. We are awaiting confirmation from the warehouse. |
| Partially Cancelled | We’ve canceled the parts of your order that you didn’t want. Of course you will not be charged. |
| Partially Backordered | Parts of your order are out of stock. Sorry about that. We’ll ship what’s in stock now, and the rest as soon as we get it. |
| Pending Partial Cancellation | You have requested to cancel part of your order. We are awaiting confirmation from the warehouse. |
| Pending Shipment Confirmation | Unfortunately, there is a delay in your order. Please see your new estimated ship date. Sorry for the inconvenience. |
| Partially Shipped | Part of your order is on its way to your doorstep! The rest will follow soon. |
| Waiting for Shipment | We’re getting your order ready to mail. As soon as it ships, we’ll send you a confirmation email. |
| Waiting for Shipment Confirmation | We’re getting your order ready to mail. As soon as it ships, we’ll send you a confirmation email. |
| Order is in shipping | We’re getting your order ready to mail. As soon as it ships, we’ll send you a confirmation email. |
| Processing | We’re getting your order ready to mail. As soon as it ships, we’ll send you a confirmation email. |
| Pending Return | We are still waiting to receive your item. |
| Returned (Awaiting Refund) | We are processing your refund and will get it to you as soon as possible. |
| Return Complete (Refund Processed) | Your return is finished and we’ve processed your refund! |
| Replacements/Parts Ordered | We got it! Your replacements have been ordered. |
| Replacements/Parts Shipped | Your replacements/parts have shipped! |
| Refused (Return Pending) | You refused your item. We’re just waiting to receive it. We’re sorry this wasn’t what you wanted. |
| Your status will be updated by MM/DD/YYYY | We’re waiting to learn your tracking number. You should still expect your item to be delivered by the estimated delivery date. |
General FAQs
Visit My Orders for up-to-date order status. We’ll send you a shipment confirmation email with tracking information as soon as your items leave the warehouse.
- What payment methods do you accept?
Accepted Payment Methods:
- Credit/Debit Cards (SoVia Home Credit Card, American Express, MasterCard, Visa, and Discover)
- PayPal
- Affirm
- In store :Personal Checks, Cashier’s Checks, and SoVia Home Gift Cards and Store Credit
Sales and Promotions:
We love a good deal as much as you do. Throughout the year, we offer very special promotions and discounts to our customers. We don’t know if and when an item will go on sale, but when it does we can’t wait to share the good news! Please sign up for daily or weekly Daily Sales emails.
Apply a Gift Card or Promo Code:
Gift cards and promo codes can be applied on the payment page of checkout. Simply fill your cart with your favorite items and apply your code in the designated field. Your grand total will immediately reflect the discount.We expect that all of our suppliers adhere to the our Supplier Code of Conduct, which outlines our expectations about slave labor, human trafficking and other social responsibility matters.
Information Security
- I am being asked to reset my password. Why?
When SoVia Home detects suspicious activity from an account we take the proactive step of locking that account. This serves the dual purpose of protecting the customer’s information and preventing fraudulent activity from the account. If your account requires a password reset, we may have noticed suspicious activity linked to your account and therefore took steps to protect it. The only way to regain access to the account is then to reset the password.
- What could have led to my account getting compromised?
One of the largest targets for modern hackers is credentials, meaning username and password. It is important to note that leaked credentials are not a result of compromised SoVia Home systems. Malicious actors can gain access to your username and password in any number of ways: Phishing or the practice of sending individuals emails enticing them to divulge private information; installing credential stealing malware on an individual’s machine capturing any usernames/passwords being entered by the user; or even from credential dumps from compromised websites. Attackers can then leverage stolen credentials against other sites to login to accounts. An easy way for users to mitigate this threat is to use unique passwords on each site, this way if your credentials are stolen or hijacked for one account it will not affect all of the others.
- What can I do to prevent my account from being compromised?
Protecting your usernames and passwords are very important to staying safe online. Using complex passwords and not sharing passwords across multiple sites are good ways to protect your online identity. The US Government maintains a good list of advice for creating and using passwords safely at https://www.us-cert.gov/ncas/tips/ST04-002as well as a fairly expansive list of good cyber safety practices at https://www.us-cert.gov/ncas/tips.