[ 2023 EARLY SUMMER ] AIRQUEEN Neo Mask (4 Colors)
SOOMLAB is doing its best to deliver orders as quickly as possible so that customers all over the world can rest with fresh air anytime, anywhere and enjoy a healthier life.
How can I get the product delivered?
We are shipping the product safely to customers all over the world using our shipping partners DHL and FedEx.
When will the ordered product be shipped?
Products that have been paid by 1pm on weekdays in Korea time will be shipped the same day. However, since there are many orders recently, it may take 1~3 more days to ship the product depending on the situation.
Can I pick up the product myself?
For security and other additional reasons, we do not provide direct product pick-up or locker service.
Please note that it is also not possible to change the shipping address after shipment.
Am I able to track my order?
Yes. When we dispatch your order for delivery you will receive a unique tracking number by email and text message. Once in receipt of this tracking number you can check the current status of your shipment.
Can I exchange my order?
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.
How do I return an item?
You have up to 7 days to request an item return.
For full details on the returns process, see our Returns page.
In what packaging will my goods be delivered?
All products are securely packed and shipped in boxes to prevent damage during shipment. However, the 'HYPER PURIFYING BREATHING MASK' is packaged and delivered without small box to reduce the volume of delivery. If there are many products you ordered, they can be delivered in several boxes.
Do I have to pay duty and import charges?
All orders shipped from the SOOMLAB are shipped on a DDU (delivery duty unpaid) basis and all prices on the website are not include the relevant import taxes and duties. If the value of an individual item or the total order exceeds the customs standards of the country, this may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods.
Why are shipping restrictions applied to some regions?
Due to international trading agreements and regulations, SOOMLAB must adhere to some specific shipping restrictions.
Currently, there is a limitation on the delivery due to COVID-19, and we will expand the delivery area according to the relevant instructions.
Can deliveries be contact free?
Yes contact-free delivery is available to request from your courier upon delivery.
We hope you have received our product safely.
If you’re not perfectly satisfied, you may request a refund for your item(s) within 7 days. You will then have a further 7 days following your request to return unsuitable items.
After 30 days of receiving the order, no refund or exchange can be made.
When applying for a return or exchange, customer must provide order number for accurate information. Without providing order number or information requested by representatives, delay may incur to process customer's request. For more detailed refund policies, check our Refund Policy Page.