FREQUENTLY ASKED QUESTIONS

Orders & Shipping

Where do you ship?
We currently ship to addresses within the United States. We don't offer international shipping yet, but it's something we're looking at for the future.

How much does shipping cost?
Shipping is free on all orders within the US — no minimum required.

How long does it take to receive my order?
We process orders within 1–2 business days, and standard delivery takes about 3–5 business days after that. You'll get a tracking number by email as soon as your order ships, so you can follow it the whole way.

Will I get a tracking number?
Yes, you'll receive one automatically by email once your order leaves us. It can take up to 48 hours to show movement, so don't worry if it looks quiet at first.

Can I change or cancel my order after placing it?
If you catch it quickly, email us at contact@soacems.com and we'll do our best to update or cancel it before it ships. Once an order is packed and on its way, we're not able to make changes.

Products

Are your items handmade?
Yes — most of our pieces are crocheted by hand, which means small variations in stitching, shading, or shape are completely normal from one item to the next. It's part of what makes each one a little different.

What are your keychains made of?
Our pieces are made from soft yarn with metal hardware (clasps, rings, and sometimes bells or charms depending on the design). Full material details are listed on each product page.

Are they durable for everyday use?
Yes, they're designed to hold up well to daily use on keys, bags, or backpacks. That said, since they're handmade with yarn, we'd recommend keeping them away from water and direct heat to keep them looking their best.

How do I clean my item?
Spot clean only — a slightly damp cloth works well for most pieces. We don't recommend machine washing, since it can affect the shape and stitching.

Do the colors in photos match the real product exactly?
We try to photograph everything as accurately as possible, but colors can look slightly different depending on your screen. If color accuracy is important to you and you're between two shades, feel free to email us before ordering.

Returns & Refunds

What's your return policy?
You can return an item within 30 days of delivery. If it arrived damaged, defective, or incorrect, we cover the return shipping and you'll get a full refund or replacement. For change-of-mind returns, the item just needs to be unused and in its original condition — return shipping in that case is on the buyer. Full details are on our Return & Refund Policy page.

My item arrived damaged. What do I do?
Email us at contact@soacems.com with your order number and a photo of the damage — we'll sort out a replacement or refund as quickly as we can.

How long does a refund take once you receive my return?
Usually 5–10 business days after we receive and check the returned item. You'll get a confirmation email once it's processed.

Payments

What payment methods do you accept?
We accept major credit and debit cards, along with other payment options available at checkout.

Is my payment information safe?
Yes — all payments are processed securely, and we never see or store your full card details.

Contact

I still have a question. How do I reach you?
Email us anytime at contact@soacems.com or call +1 (302) 629-1109. We're online 24/7 and typically respond within 24 hours.

Soacems LLC
Address: 8585 Garden Ln, Seaford, DE 19973, United States
Phone: +1 (302) 629-1109
Email: contact@soacems.com