Frequently Asked Questions

This page contains our most frequently asked questions. We ask you to please look them over to see if your question is already answered before trying to contact us. Click any question to jump to its answer.

  1. How do I setup an account on your system?
  2. What countries do you ship to?
  3. How much are the shipping charges?
  4. How long will it take for my order to arrive?
  5. I am seeing an extra $1 transaction on my card...What's the deal with that?
  6. I live outside the United States, and don't want to pay duties...can you help?
  7. What types of payment do you accept?
  8. What is your return policy?
  9. Is everything on your website in stock?
  10. Where can I find your Privacy Policy?

How do I setup an account on your system?

You can click “My Account” on the toolbar at the bottom of the page, or just click here

An account has the added benefit of allowing you to obtain the tracking number for your orders, and you can review more detailed information about the status of your order. We do not ever store your credit card number on our website, so having an account is as safe as not having an account. If you have an account, you will not have to re-enter your billing and shipping address in case you decide you like what you bought from us and want to shop here again.

How much are the shipping charges?

We charge a flat rate for all standard shipments, regardless of size. Standard shipments are sent via the United States Post Office, either First Class or Parcel Post. All prices are in United States Dollars (USD). Priority and Express Mail are available for destinations within the United States, for an additional charge.

Destination Country

Shipping Charge Per Order

Arrival Time

United States -- FREE SHIPPING! on orders of $15 or more 2.99 2-15 days
Canada 8.99 2-8 Weeks
Argentina, Australia, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Malta, Netherlands, Netherlands Antilles, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom 14.99 2-8 Weeks
Other Countries: If your country is not in the list above, we will ship to you only if you pay with PayPal, and have a verified PayPal account, and only to an address verified by PayPal. Sorry, we do not accept credit cards from countries not listed above because of the high level of card fraud we have experienced. We apologize for any inconvenience. The shipping rate to unlisted countries is $14.99.

For orders shipping within the United States, expedited shipping options are available for an additional charge. The charges vary by the weight of your order, and are displayed during the checkout.

How long will it take for my order to arrive?

We package and ship orders Monday through Friday. We're working on ways to serve you better. We have upgraded our systems, and now orders are shipping within 1-2 business days of receipt.

We ship our orders via the United States Post Office. We do not consider an order to be overdue until a week after the specified time has elapsed after the date your order was placed. Depending on where you live, it may be appropriate to allow even more time. If you think your order is lost or missing, please include your order number in your email to us.

Shipments Outside of the United States: Customs in the receiving country may impose additional delays. The recipient is responsible for paying any import duties assessed by Customs in the receiving country.

We are diligent in our efforts to make sure that we have stock on hand for everything we sell on our website. Sometimes popular items run out faster than we can remove an item for sale. In such a case, we will try to contact you via email, then by phone. Email communication is now complicated by anti-spam measures employed by many computer users and their internet providers. If it seems as though your order is long overdue, please make sure to include your phone number, and the best time to reach you (include your time zone, please).

I am seeing an extra $1 transaction on my card...What's the deal with that?

To verify your address, zip code and card security code, we have to issue an Authorization transaction. An authorization only reserves money from your credit line, the money is not paid to us until we make a Settlement transaction, which we do only after we ship your order. Since these authorization transactions reduce your credit line, we use an amount of $1 for verification purposes. This way, if someone makes a mistake entering their info, we don't reduce their credit line by a large amount. We then request an Authorization for the full amount of your order. This ensures that we will get paid when we ship your order.

We will never try to collect any $1 transactions we use for verification purposes.

If you are using a debit card, your bank will withdraw all authorizations from your account, including this $1. They do not pay that money to us, they move it into a holding account in anticipation of a Settlement transaction that happens later. They should return the $1 to you within a few days, as we won't issue a Settlement for any of the $1 transactions. If you used a credit card, they will simply drop this transaction after a preset period of time of their determination. We don't actually collect any money from your bank until we issue a Settlement transaction, which we only do for the actual amount of the merchandise shipped plus shipping charges, and only after we have handed the shipment to our mail carrier. If you have any other questions, or problems with your bank, please feel free to Contact Us.

I live outside the United States, and don't want to pay duties...can you help?

We will not falsify Customs Documents, so please do not ask. Really, we mean it.

What types of payment do you accept?

To use any of the payment options available on our site, go to the Checkout and choose the desired payment method from the Payment Method selector box.

We accept any credit or debit card with the Visa or Mastercard logo. We also accept our own Gift Cards, which never expire and have no maintenance or other fees of any kind.

WE DO NOT ACCEPT CASH OR CHECKS. And you should not ever mail cash anywhere.

We also accept Money Orders drawn on a US bank. A money order is a payment instrument, similar to a check, that you can purchase at a convenience store, supermarket, post office, or a check cashing service.

If you live outside of the United States, we apologize as we cannot accept money orders from abroad. This is because our bank charges us an exorbitant fee when we deposit money orders from abroad.

If you are paying by money order, please make sure to keep your receipt in case you need to get a refund. Sometimes they get lost in the mail, and the receipt is your only recourse.

What is your return policy?

For items that you purchased, and then decide you do not want for any reason, we will credit your card for any items returned to us new and unworn, as long as they are postmarked within 7 days of when they were received. Sorry, but we cannot honor any returns that are sent back after this 7 day period. The customer pays any shipping charges. Follow the instructions on your packing slip for any such returns, and please include the packing slip in your return shipment to ensure proper credit. We process returns and issue credits every Friday.

We do not exchange items. If you would like to exchange an item, then return it within the 7 day period, and place a new order for the item you would like instead.

If you have any items that are missing from your order, or were damaged upon arrival, please Contact Us right away, and we will promptly arrange a replacement at no additional cost.

Is everything on your website in stock?

We do our best to make sure that we only list items which we have a sufficient quantity of inventory on our website. In some cases, we will flag items as back ordered, which means you can order it but there will be a delay in shipping that item to you. If an item is on backorder for more than a week, we will partial ship your order, then ship the backordered items in a separate shipment. If an item is on backorder for less than a week, we will hold your order and send it in one shipment.

In some cases, we may run out of items before we can remove or alter their listing on our website. If we are unable to fulfill your part of your order due to a discontinued item, we will not charge you for those items

Where can I find your Privacy Policy?

Our Privacy Policy is available here.

Contact Us

Soho Hot, Inc., 20 Linden Avenue East, Jersey City, NJ. 07305
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