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Order & Delivery

COVID-19 Delivery Updates

Last updated on May 19th, 2021

Please be aware that deliveries are impacted in some countries due to COVID-19. See below for the list of affected regions.

If your country isn't mentioned below, to the best of our knowledge, delivery in your area will still fall within our estimated delivery times or with a slight delay of 1 to 2 business days.

Once the parcel has arrived in your country/area, for delivery details, please contact the courier with your tracking number.

Our Service Team will do our best to provide tracking and delivery information, we appreciate your patience with us during this time.

Russia

Due to ongoing delivery disruptions, postal deliveries are being delayed. Please allow 9-12 business days for the delivery of your order.

Singapore

As a result of ongoing delivery disruptions and shortage of airline capacity, all parcels to Singapore will stand in a queue at DHL in Hong Kong and wait for a delivery flight.

Furthermore, due to lockdown scheduled until mid-June, please note that;

  • Legion Customer Service will only work from home, thus their call center will be closed.
  • Delivery can't be made to business addresses. Please contact Legion Express if your business premises are open. We recommend you provide a residential address as a delivery address to avoid potential delays.
  • Some business centers and apartments have restrictions of entering, potential delays of delivery may occur.

Taiwan

HCT Logistics has imposed a new delivery policy between May 17th to June 8th.

  • Door pick-up service for residential addresses is not available.
  • HCT will not enter buildings for delivery. For apartments and community buildings, parcels will be left at the building administrator's office or outdoor area.
  • Normal delivery times can't be guaranteed in high-risk areas.

Can I change or cancel my order?

If you need to cancel or make changes to your order, contact us as soon as possible after the order has been placed. 

Orders can only be cancelled or changed before they have been shipped. We're always working quickly to pick and pack all orders and during peak seasons and holidays we may have an increased amount of requests. While we will do our best to change your order in time, we can't guarantee that the changes can be made before the order has been shipped.

  • Click here to request an order cancellation
  • Click here to request any order changes (delivery information, model, color etc.)

 

 

Where is my order?

You will receive a shipment confirmation when your order has been dispatched from the warehouse. The email contains your tracking number and a link where you can follow the progress.

Limited tracking
If your order is being shipped with any of the carriers below, your shipment may not be traceable until it has entered the destination country.

Our Service Team is more than happy to assist with tracking your shipment.

Is invoice included in the parcel? Can you remove it since it's a gift?

There is no invoice included in the package when it is delivered.

If you would like to have the invoice for your order, you can use the order confirmation email as a receipt/invoice.

With the exception of the countries listed below, a commercial invoice is included in the parcel by law which states the product value.

  • South Korea
  • China
  • EU countries

Was my order successful?

If your order has been successful, you will be redirected to a page after checkout confirming your order and stating your order number.

You should receive an order confirmation via the e-mail address provided by you at the checkout page, this can sometimes take up to 24 hours. 

If you haven't received an order number or email confirmation, reach out to us using the same name and email address as in your order and we'll gladly assist you further!

Can you deliver to a P.O box or to an APO/DPO/FPO address?

Unfortunately, we're unable to deliver to P.O. boxes, Army Post Office (APO), Diplomatic Post Office (DPO), and Fleet Post Office (FPO) addresses.

Where is my order shipped from?

Depending on your location, we will ship from different locations. Please check list below.

Please be aware that we sometimes ship items from different location based on inventory, public holidays, or other unforeseen events.

Orders to the following destinations are sent from our warehouse in Estonia:

  • Europe
  • South America
  • Africa
  • New Zealand
  • Russia
  • Switzerland
  • Norway
  • UAE
  • Saudi Arabic
  • Kuwait

Orders to the following destinations are sent from our warehouse in China:

  • Singapore
  • Malaysia
  • Indonesia
  • Australia
  • Philippines
  • China
  • Taiwan
  • Hong Kong SAR
  • Vietnam

Orders to the following destinations are sent from our warehouse in the United States:

  • United States
  • Canada

Orders to Japan, South Korea and Thailand are sent from local warehouses respectively. 

What are the delivery methods and times for my country?

Australia

AU Post (7-10 Business Days) 

DHL Express (5-7 Business Days

 

Canada

DHL (3-5 Business Days) 

 

China

SF Express shipping (3-5 Business Days) 

 

Denmark

GLS - Group (5-7 Business Days) 

DHL Express (1-3 Business Days) 

 

Finland

Matkahuolto Home Delivery (3-5 Business Days) 

DHL Express (1-3 Business Days) 

 

France

GLS - Group (3-5 Business Days) 

DHL Express (1-3 Business Days) 

 

Germany

GLS - Group (3-5 Business Days) 

DHL Express (1-3 Business Days) 

 

Hong Kong

SF Express shipping (3-5 Business Days) 

 

Japan

Sagawa Express (1-3 Business Days) 

 

Kuwait

Aramex Express (3-7 working days) 

 

Malaysia

GD Express* (4-8 Business Days) 

DHL Express (2-5 Business Days) 

*Limited Tracking - Will be traceable once it reaches the destination country.

 

New Zealand

DHL (5-7 Business Days) 

 

Norway

DHL (2-4 Business Days) 

 

Philippines

DHL Express (4-6 Business Days) 

 

Poland

GLS - Group (3-5 Business Days) 

DHL Express (1-3 Business Days) 

 

Russia

Russian Post (From 7 Business Days) 

 

Saudi Arabia

Aramex Express (3-7 working days) 

 

Singapore

Legion Express* (5-7 Business Days) 

DHL Express (2-5 Business Days) 

*Limited Tracking - Will be traceable once it reaches the destination country.

 

South Korea

CJ Korea Express* (2-3 business days) 

*Real-time tracking possible

 

Spain

GLS - Group (3-5 Business Days) 

DHL Express (1-3 Business Days) 

 

Sweden

DHL (4-7 Business Days) 

DHL Express (2-3 Business Days) 

 

Taiwan

HCT Logistics* (8-10 Business Days) 

*Limited Tracking - Will be traceable once it reaches the destination country.

 

Thailand

Kerry Express (2-5 Business Days) 

 

United Arabic Emirates

Aramex Express (3-7 working days) 

 

United Kingdom

DHL Express (2-5 Business Days) 

 

United States

DHL Express (2-3 Business Days) 

 

Vietnam

DHL Express (5-7 Business Days) 

How do I track my order?

Within 1-2 business days of placing your order, after it has been handed to a delivery company, you will receive an e-mail from the delivery service about your package’s tracking information.

You can then track the order accordingly.

For example, if your parcel is sent by DHL, you will be able to track the order by clicking the link provided in the email or copy the tracking number and search it via https://www.dhl.com/en.html or https://webtrack.dhlglobalmail.com/ (for the US and Canada only).

I haven't received my parcel, what should I do?

Once you have received your tracking number from Sudio by email, we ask that you first contact your local delivery service to correct any delivery issues as they will have more accurate information about the status of your order.

If you have not received your tracking number within 5 business days without seeing any notification on our website sudio.com, please contact us with your order number, and we will look into this for you immediately.

How to contact us for order/product support

You are always welcome to contact Sudio's Service Center regarding any enquiry.

When you contact us, please make sure the below information are included in your request or email to us:

  1. Your product model
  2. Your order number if you purchased via sudio.com or your receipt/screenshot showing the purchasing date and item name (if you purchased from a store or other websites).
  3. Description of the issue you are experiencing with your Sudio product.

You can click here to submit a request to our customer service.

You can also chat with us through the Support-widget on sudio.com, and via Facebook and Instagram.

What will happen after sending us an enquiry or an email?

Our Service Center team is eager to assist! We will respond to your email within 1-2 business days (Monday-Friday).

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