This policy outlines our procedures for reserving, processing, and fulfilling items that are currently in production or transit. We appreciate your patience as we craft your workspace.
1. What is a Pre-order?
A pre-order allows you to reserve high-demand Sunaofe products before they arrive at our fulfillment centers.
- Priority Allocation: Your item is securely reserved from our incoming production batch. Reservations are filled in the order they were placed.
- Expedited Fulfillment: Pre-orders are processed as soon as inventory arrives, ahead of standard orders, and ship once paid in full (for items reserved with a deposit, once your full-price invoice is paid; see Section 3).
2. Estimated Fulfillment Dates
The estimated shipping timeframe is displayed on the respective product page. While we work diligently to meet these targets, global logistics and production schedules may occasionally shift.
3. Payment Policy
Most pre-orders are reserved with a deposit. For these, at checkout you pay only the deposit shown on the product page and in your cart, plus any applicable sales tax. It secures your place in the production queue.
- Full Payment: When your item is ready to ship, we email you a secure invoice for its full price. The invoice is locked at the item's full price as shown when you placed your deposit. Once the invoice is paid, your item ships.
- Deposit Refund: After your full-price invoice is paid, we refund your deposit in full, including any tax charged on it. In total, you pay the item's full price. Refunding the deposit does not affect the warranty or return rights of the item you receive.
- Changing Your Mind: You may cancel at any time before the fulfillment process begins, and your deposit is refunded in full (see Section 5).
- Items Without a Deposit Option: If a pre-order item does not offer a deposit, its full price is collected at checkout.
4. Split Fulfillment (Complimentary)
If your order contains both in-stock and pre-order items, we prioritize getting your available products to you as soon as possible.
- Default Process: We will ship the in-stock items immediately. The pre-ordered items will follow in a separate shipment once they arrive and are paid in full (see Section 3). Sunaofe covers the cost of this split shipping service.
- Consolidated Shipping: If you prefer to receive all items in a single delivery to minimize your carbon footprint, please contact our support team before your in-stock items ship.
5. Order Modifications & Cancellations
We understand that plans may change while you wait for your item. We offer flexibility for orders pending fulfillment.
- Modifications: You may update your shipping address or change the product color at any time prior to the item entering the dispatch queue.
- Cancellations: You may cancel your pre-order for a full, 100% refund, including your deposit, at any time before the fulfillment process begins.
- After Dispatch: Once the item has been processed and shipped, it can no longer be canceled. Upon delivery, our standard 60-Day Comfort Trial (see Returns & Refunds) will apply.
To request a modification or cancellation, please email service@sunaofe.com.
6. Terms of Reservation
By placing a pre-order, you acknowledge that:
- The product is pending arrival and is not ready for immediate shipment.
- Delivery timelines are estimates and subject to logistical variables.
- You agree to the payment, modification and cancellation terms detailed above.
If you require further assistance regarding your reservation, our support team is available at service@sunaofe.com.