Shipping policy
Last Updated: June 3, 2026
Thank you for shopping with Sondera.
Sondera sells physical products, including votive candles, wax melts, pillar candles, and physical bundles, as well as Sondera+ Membership, a digital subscription used to access premium story content on the Sondera app.
This Shipping Policy explains how physical orders are processed, shipped, and delivered.
Physical Products We Ship
This Shipping Policy applies to physical products purchased from shopsondera.co, including:
- Votive candles
- Wax melts
- Pillar candles
- Physical bundles or gift sets
- Any other physical products sold by Sondera
Physical products require shipping and may be subject to shipping charges at checkout.
Digital Products and Sondera+ Membership
Sondera+ Membership is a digital subscription and does not ship.
If your order only includes Sondera+ Membership, you will not receive a physical package.
Sondera+ is used to access premium story content on the Sondera app at stories.shopsondera.co. Please use the same email address at checkout that you use for the Sondera app so your membership can be verified.
If your order includes both physical products and Sondera+ Membership:
- Your physical products will be shipped.
- Your Sondera+ Membership access will be connected to the email used at checkout.
- Shipping charges apply only to physical products.
Order Processing Time
Physical orders are typically processed within 1–3 business days.
Processing time does not include weekends, holidays, or carrier transit time.
During product launches, holidays, sales, high-volume periods, or severe weather, processing times may be longer.
If an item is marked as a preorder, made-to-order item, limited drop, or backordered product, the estimated processing or shipping timeline will be listed on the product page.
Shipping Rates
Shipping rates are calculated and displayed at checkout.
Shipping costs may vary based on:
- Package weight
- Package size
- Delivery address
- Shipping method selected
- Carrier rates
- Whether the order includes physical products
We may offer free shipping promotions or free shipping thresholds from time to time. Any free shipping offer will be shown at checkout if your order qualifies.
Free Shipping
Sondera may offer free shipping on qualifying physical product orders.
Current free shipping offer:
Free shipping on physical product orders over $50, if available.
Sondera+ Membership does not count as a shipped item. If your cart includes both digital membership and physical products, free shipping eligibility may depend on the subtotal of eligible physical products.
Free shipping promotions may be changed, paused, or removed at any time.
Shipping Destinations
At this time, Sondera ships physical products to:
United States
If we do not currently ship to your location, checkout may not allow you to complete a physical product order.
Sondera+ Membership is digital and may be available separately from physical shipping availability, depending on your location and access to the Sondera app.
Shipping Carriers
Sondera may ship physical orders through carriers such as:
- USPS
- UPS
- FedEx
- DHL
- Other available carriers or shipping services
The carrier used for your order may depend on your shipping address, package size, package weight, available rates, and selected shipping method.
Delivery Estimates
Estimated delivery times are shown at checkout when available.
Delivery estimates are not guaranteed unless specifically stated.
Carrier delays may happen due to:
- Weather
- Holidays
- High package volume
- Incorrect addresses
- Regional disruptions
- Carrier delays
- Customs processing, if international shipping is offered
Sondera is not responsible for delays caused by shipping carriers once an order has been handed over for delivery.
Tracking Information
When your physical order ships, you should receive a shipping confirmation email with tracking information, if tracking is available.
Please allow up to 24–48 hours for tracking updates to appear after you receive your shipping confirmation.
If you do not receive tracking information, contact us at:
info@shopsondera.co
Address Accuracy
Please make sure your shipping address is correct before placing your order.
Sondera is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer.
If you notice an address mistake after placing your order, contact us as soon as possible at:
info@shopsondera.co
We will do our best to help, but we cannot guarantee address changes once an order has been processed, packed, or shipped.
If an order is returned to us due to an incorrect or undeliverable address, the customer may be responsible for additional shipping costs to resend the package.
Lost, Stolen, or Missing Packages
Once a package is marked as delivered by the carrier, Sondera is not responsible for lost or stolen packages.
If your tracking says delivered but you cannot find your package, please:
- Check around your mailbox, porch, building entrance, mailroom, parcel locker, or delivery area.
- Ask household members, neighbors, building staff, or your local mailroom.
- Contact the shipping carrier with your tracking number.
If you still cannot locate the package, contact us at:
info@shopsondera.co
We will review the situation, but replacement or refund is not guaranteed for packages marked delivered.
Damaged Items
Please inspect your order when it arrives.
If your item arrives damaged, broken, defective, or unusable, contact us within 7 days of delivery at:
info@shopsondera.co
Please include:
- Your order number
- The email used at checkout
- A brief description of the issue
- Clear photos of the damaged item
- Clear photos of the shipping box and packaging
If your claim is approved, we may offer a replacement, store credit, or refund depending on the situation.
Please do not discard damaged items or packaging until we have reviewed your claim.
Heat-Sensitive Products
Candles and wax melts are heat-sensitive.
During warm weather, products may soften, sweat, or experience minor cosmetic changes during shipping. This does not always mean the product is unusable.
To protect your order:
- Bring packages indoors as soon as possible after delivery.
- Do not leave candles or wax melts in a hot mailbox, car, porch, or direct sunlight.
- Allow softened products to return to room temperature before opening or using.
Sondera is not responsible for melting or heat damage that occurs after delivery, including packages left outside, in mailboxes, in vehicles, in direct sunlight, or in hot indoor areas.
If your item arrives severely melted or unusable, contact us within 7 days of delivery with photos so we can review the issue.
Returned Packages
If a package is returned to Sondera because of an incorrect address, failed delivery attempt, refusal, or unclaimed package, we will contact you when possible.
The customer may be responsible for:
- Additional shipping fees to resend the package
- Any carrier return fees
- Any costs related to reshipping
Original shipping charges are non-refundable.
If the order is not reshipped, eligible refunds will be handled according to our Return & Refund Policy.
Order Changes and Cancellations
If you need to change or cancel a physical product order, contact us as soon as possible at:
info@shopsondera.co
We process orders as quickly as possible and cannot guarantee changes or cancellations once an order has been processed, packed, or shipped.
Sondera+ Membership cancellations are handled separately through your subscription account or membership support.
Multiple Shipments
Some orders may ship in more than one package.
This may happen if:
- Items are packaged separately for safety
- Products are fulfilled at different times
- An order includes preorder and in-stock items
- A bundle contains items requiring separate packaging
If your order ships in multiple packages, you may receive more than one tracking number.
International Shipping
At this time, Sondera does not ship physical products internationally.
Sondera+ Membership is digital and may be available separately from physical product shipping, depending on your location and access to the Sondera app.
Shipping Restrictions
Some products may not be available to ship to all locations.
Shipping restrictions may apply based on:
- Carrier rules
- Product type
- Destination country or region
- Customs regulations
- Weather or temperature concerns
- Delivery service availability
If a product cannot be shipped to your location, checkout may prevent the order from being completed.
Contact Us
For shipping questions, damaged orders, tracking issues, or address concerns, contact us at:
Sondera
Email: info@shopsondera.co
Website: shopsondera.co
Please include your order number and the email address used at checkout.