Shipping policy
Shipping Policy
Last updated: October 5, 2026
Thank you for shopping with SantaSoar! Your support means everything to us. Please read this policy carefully before placing your order. By completing a purchase, you confirm that you have read and agreed to the terms below.
1. All Orders Are Pre-Orders
Every item sold by SantaSoar is offered as a pre-order. Products are not held in ready stock. Your item is prepared and produced after your order is placed, which is why our timelines are longer than those of a conventional retail store.
By completing a purchase, you acknowledge and agree that you are placing a pre-order and that your item will not ship immediately.
2. Free Worldwide Shipping
We offer free standard shipping on all orders, worldwide. No minimum purchase, no hidden fees at checkout. The price you see is the price you pay.
3. Order Processing and Production
Orders are confirmed within 1 to 3 business days after payment is received. Once confirmed, your item enters the production queue.
Production may take up to 30 days before your order is ready to ship. During sales, holidays, or high-demand periods, production may take longer. You will receive a confirmation email as soon as your order is placed, and a second email with tracking information once your item has been produced and dispatched.
Orders placed on weekends or public holidays begin processing the next business day.
4. Estimated Delivery Times
Once your order has been produced and shipped, estimated delivery times are:
- United States: 8 to 10 business days
- Canada, United Kingdom, Australia: 8 to 12 business days
- Europe: 8 to 12 business days
- GCC and Middle East: 13 to 15 business days
- Rest of the world: 8 to 12 business days
These estimates begin from the shipping date, not the order date, and do not include production or processing time. Combined with production, the total time from order to delivery is typically 4 to 8 weeks, and in some cases longer.
These timeframes are estimates only and are not guaranteed delivery dates. Because every order is a pre-order, delays are a normal part of the process. Some orders may arrive sooner, while others may take longer depending on production capacity, carrier processing, customs clearance, weather conditions, or other logistical factors outside our control.
Extended delays alone are not grounds for cancellation once production has begun. If your order is delayed beyond the estimates above, contact us and we will provide a status update. If your order has not shipped within 60 days of purchase and we cannot provide a firm dispatch date, you may request cancellation and a full refund.
Seasonal orders. If you are ordering for a specific date or occasion, please account for the full production and shipping window above. We cannot guarantee arrival by any particular date.
5. Order Tracking
Every order ships with tracking. Once your order is on its way, you'll receive an email with your tracking number and a link to follow your package. Please allow 5 to 12 business days after receiving your tracking number for the first tracking update to appear, as carriers can take time to scan new shipments into their systems.
Tracking updates are managed by the shipping carrier and may occasionally update slowly or appear inconsistent depending on carrier processing. If your tracking hasn't updated in more than 15 business days, contact us through our website live chat or at stepnestofficial@gmail.com and we'll investigate with the carrier.
6. Shipping Responsibility
Once your order has been handed to the shipping carrier, SantaSoar is no longer responsible for it. From that point, the routing, handling, and delivery of the package are in the hands of the carrier. SantaSoar does not issue refunds or replacements for packages that are:
- Damaged during shipping or handling
- Lost, stolen, or misdelivered by the carrier
- Marked as delivered but not found
- Delayed by the carrier, customs, weather, or other logistical issues
- Delivered to an incorrect address provided by the customer, or refused, unclaimed, or returned
Shipping Protection does not change this. It is a pre-shipment service only (see Section 12) and does not cover anything after your order is handed to the carrier.
7. Customs, Duties, and Taxes
For international orders, your country may charge import duties, customs fees, or local taxes upon arrival. These charges are determined by your local customs authority, are not included in our prices, and are the responsibility of the customer. Most orders arrive without any additional charges, but we recommend checking your country's import rules if you're unsure.
8. Incorrect Shipping Address
Please double-check your shipping address at checkout. If you notice a mistake, contact us through our website live chat or at stepnestofficial@gmail.com as soon as possible. We can update the address free of charge before the order enters production or ships. Once an order has entered production or shipped, we are unable to change the address, and SantaSoar is not responsible for orders delivered to an incorrectly entered address. If a package is returned to us due to an address error, we will contact you to arrange reshipment.
9. Lost, Delayed, or Missing Packages
If your order has not arrived within the estimated delivery window, check your tracking link, your neighbors, your building's mail area, and your local post office. If you still can't find it, contact us through our website live chat or at stepnestofficial@gmail.com with your order number and we will share all tracking information and help you contact the carrier.
Lost, stolen, or delayed packages are the responsibility of the carrier and are not refunded or replaced by SantaSoar, including orders that include Shipping Protection. We will share your tracking details and help you contact the carrier.
10. Damaged in Transit
Every order is checked to be complete and undamaged before it is handed to the carrier. Damage that happens during shipping is the responsibility of the carrier and is not refunded or replaced by SantaSoar, including orders that include Shipping Protection. Any damage claim must be made with the carrier.
11. Split Shipments
If you order multiple items, they may occasionally ship in separate packages depending on production timing or warehouse location. This applies in particular to bundle orders containing more than one item. You'll receive tracking for each shipment, you will never be charged extra for split shipping, and receiving one package before another is normal and does not indicate a missing order.
12. Shipping Protection (Optional Add-On)
Shipping Protection is an optional add-on offered at checkout. It means that, before your order ships, we double-check it with our supplier, confirm it is complete and undamaged, make sure it is securely packed, and coordinate the secure hand-off with the courier. Other than that, Shipping Protection does not cover anything: it does not cover loss, theft, damage, or delays after your order has been handed to the courier, and it does not make an order eligible for a refund or replacement. All sales are final.
This policy applies to all orders, including orders placed before October 5, 2026.
13. Shipping Restrictions
We ship worldwide; however, a small number of remote regions and territories may not be serviceable by our carriers. If we're unable to ship to your address, we'll contact you promptly and issue a full refund.
14. Contact Us
Questions about shipping or your order's status? Our primary contact channel is the live chat on our website. You may also email us at stepnestofficial@gmail.com.
We aim to respond to all messages within 48 hours.