Shipping policy
Thank you for shopping with SUMEO.
This Shipping Policy explains how orders placed on www.sumeo.com are processed, shipped, and delivered.
1. Order Processing
Orders are typically processed within 1–3 business days after payment is confirmed.
Business days are Monday through Friday, excluding weekends and public holidays.
During product launches, promotional periods, holidays, or periods of high order volume, processing times may be slightly longer. If there is a significant delay with your order, we will contact you by email.
2. Fulfillment Locations
SUMEO is based in New York and ships from multiple fulfillment locations.
Orders shipping to the United States and Canada are generally fulfilled from our logistics center in California, USA.
Orders shipping to other international destinations are generally fulfilled from our logistics center in HONG KONG or another international fulfillment partner.
Your order may ship from a different location depending on product availability, destination, inventory allocation, customs requirements, and operational needs.
3. Shipping Destinations
SUMEO currently ships to selected countries and regions.
Available shipping destinations will be shown at checkout. If your country or region is not available at checkout, we are not currently able to ship there.
Some products may be restricted in certain regions due to local regulations, carrier limitations, customs requirements, or product type.
4. Shipping Rates
Shipping rates are calculated and displayed at checkout.
Rates may vary depending on:
- Shipping destination
- Shipping method
- Order value
- Product type
- Package weight and dimensions
- Customs or international shipping requirements
From time to time, SUMEO may offer free shipping promotions. Free shipping offers may be limited to certain regions, order values, products, or promotional periods.
5. Estimated Delivery Times
Delivery times vary depending on destination and shipping method.
Estimated delivery times are shown at checkout when available.
As a general reference:
- United States: usually 3–7 business days after shipment
- Canada: usually 5–10 business days after shipment
- International orders: usually 15-20 business days after shipment
These are estimates only and are not guaranteed.
Delivery may take longer due to customs processing, carrier delays, local holidays, weather conditions, high shipping volume, incorrect address information, or other circumstances outside our control.
6. Shipping Confirmation and Tracking
After your order ships, you will receive a shipping confirmation email with tracking information, if available.
Please allow up to 48 hours for tracking information to update after the carrier receives your package.
If your tracking information has not updated after several business days, please contact us at:
7. International Orders, Duties, and Taxes
For international orders, your package may be subject to import duties, taxes, customs fees, VAT, GST, brokerage fees, or other charges required by your destination country or region.
Unless clearly stated otherwise at checkout, these charges are the responsibility of the customer.
SUMEO is not responsible for customs delays, import restrictions, customs inspections, or fees charged by local authorities, carriers, or customs agencies.
If you refuse a shipment because of customs duties, taxes, or other import charges, any refund will be subject to our Return & Refund Policy and may exclude original shipping fees, return shipping fees, customs charges, and handling costs.
8. Address Accuracy
Please make sure your shipping address is complete and accurate before placing your order.
SUMEO is not responsible for delayed, lost, returned, or misdelivered packages caused by incorrect or incomplete address information provided by the customer.
If you notice an error in your shipping address, contact us as soon as possible at:
We will do our best to update the address before the order ships, but we cannot guarantee changes once an order has been processed or handed to the carrier.
9. Lost, Stolen, or Delayed Packages
SUMEO is not responsible for packages that are lost, stolen, delayed, or marked as delivered by the carrier.
If your tracking shows that your package was delivered but you have not received it, please:
- Check your mailbox, front door, building lobby, reception desk, parcel locker, or delivery area
- Ask household members, neighbors, building staff, or mailroom staff
- Contact the carrier directly for more information
- Contact us at info@sumeo.com so we can help review the situation
We will do our best to assist, but delivery issues after carrier confirmation may need to be resolved directly with the carrier.
10. Damaged Packages
If your order arrives damaged, please contact us within 7 days of delivery at: info@sumeo.com
Please include:
- Your order number
- Photos of the damaged package
- Photos of the damaged product
- A brief description of the issue
We will review the case and help determine the appropriate solution, which may include a replacement, refund, or other resolution depending on the situation.
11. Missing or Incorrect Items
If your order is missing an item or you received the wrong item, please contact us within 7 days of delivery at: info@sumeo.com
Please include:
- Your order number
- Photos of the items received
- A brief description of the issue
We will review your order and assist with the next steps.
12. Split Shipments
Orders containing multiple products may ship separately.
For example, Bubble Serum, Scent Pods, Bubble Maker devices, Clickers, accessories, bundles, or pre-order items may be shipped in separate packages depending on inventory location, product type, or fulfillment timing.
If your order ships in multiple packages, you may receive more than one tracking number.
13. Pre-Orders and Backorders
Some products may be offered as pre-orders, early access items, or backordered items.
Estimated shipping dates for pre-order or backorder items are estimates only and may change due to production, testing, customs, logistics, or other operational factors.
If your order includes both in-stock and pre-order items, we may ship them together or separately at our discretion.
14. Prepaid Plan Shipments
Some SUMEO prepaid plans may include multiple scheduled shipments over a defined plan period.
For example, a half-year prepaid plan or annual prepaid plan may include refill shipments delivered according to the schedule shown on the product page, checkout page, or order confirmation.
Estimated shipment dates and delivery dates are not guaranteed. Shipments may be affected by inventory availability, production timing, fulfillment location, product updates, carrier delays, customs processing, holidays, weather, high order volume, or other operational factors.
SUMEO is based in New York, USA.
Orders shipping to the United States and Canada are generally fulfilled from our warehouse in California, USA.
Orders shipping to other international destinations may be fulfilled from our logistics center in China or another international fulfillment partner.
If your prepaid plan includes multiple shipments, you may receive more than one tracking number during the plan period.
15. Gift Voucher Redemption Shipments
Certain prepaid plans may include gift redemption vouchers that can be shared with friends or family.
When a gift voucher is redeemed, the recipient may be required to provide shipping information, including name, email address, phone number, and delivery address.
Unless clearly stated otherwise in the voucher terms, gift redemption vouchers cover only the eligible product set. Shipping fees, taxes, duties, customs fees, brokerage fees, VAT, GST, or other local charges may apply depending on the recipient’s location.
Gift voucher redemption orders are subject to product availability, shipping restrictions, regional availability, carrier limitations, and customs requirements.
SUMEO is not responsible for delayed, lost, returned, or misdelivered voucher redemption shipments caused by incorrect or incomplete information provided by the recipient.
16. Shipping Restrictions
Certain products may be subject to shipping restrictions due to product type, ingredients, lithium batteries, fragrance materials, liquid contents, customs regulations, or carrier limitations.
This may apply to products such as:
- Bubble Maker devices
- Clickers
- Bubble Serum
- Scent Pods
- Fragrance-related products
- Products containing batteries or liquids
If we are unable to ship part or all of your order to your location, we may cancel the affected items and issue a refund to the original payment method.
17. Order Changes and Cancellations
Once an order is placed, we begin processing it as soon as possible.
If you need to change or cancel your order, please contact us immediately at: info@sumeo.com
We cannot guarantee changes or cancellations once an order has entered fulfillment, been packed, or shipped.