Help & FAQs
Help & Frequently Asked Questions
Have a question? You'll find answers to the most common ones below. If you need further help, contact us and we'll get back to you as soon as we can.
Shopping at SOOG
What can I buy at SOOG?
SOOG offers a curated selection of everyday essentials across lifestyle, fitness, beauty, and wellness categories. Browse our full catalogue at Shop All.
Where does SOOG ship to?
We currently ship within Canada. Enter your address at checkout to see the shipping options available for your location.
Do I need an account to place an order?
No. You can check out as a guest. Creating an account lets you track orders and manage your order history more easily.
Payments
What payment methods are accepted?
Available payment methods are shown at checkout. We accept major credit and debit cards through Shopify's secure payment system. Additional payment options may be available depending on your location.
Is it safe to pay on SOOG?
Yes. All transactions are processed through Shopify's secure, encrypted checkout. We never store your full payment card details.
Shipping & Delivery
How much does shipping cost?
Shipping rates are calculated at checkout based on your order and delivery address. Review your total before completing payment.
How long does delivery take?
Delivery times vary depending on the product, fulfillment location, and your address. If you need an item by a specific date, please contact us before ordering so we can provide the available information.
Will I receive a tracking number?
Where tracking is available, you will receive a tracking number by email once your order has shipped. Tracking availability depends on the carrier and fulfillment method for your order.
Order Changes & Cancellations
Can I change or cancel my order?
Please contact us as soon as possible with your order number and the change you'd like to make. Whether a change is possible depends on the order's current status. Sending a request does not guarantee a change or cancellation.
Returns & Refunds
What is your return policy?
If you have an issue with your order, please contact us with your order number and a description of the problem. For damaged or incorrect items, include photos of the item and packaging. Do not send items back without contacting us first — we'll confirm the appropriate return process and next steps.
Are all items eligible for return?
Return eligibility may vary by product. If you have questions about a specific item before purchasing, please ask us in advance.
Customer Support
How do I contact SOOG?
You can reach us through our Contact Us page. For order enquiries, include your order number and the email address used at checkout. We aim to respond promptly during business hours.