Skip to main content

Order & Delivery

Delivery Service Updates

Last updated on September 27th, 2022

Please be aware that shipments and deliveries are impacted in some countries due to the Golden Week celebrations. 

If your country isn't mentioned below, delivery will still fall within our estimated delivery times.

We at Sudio Customer Service will do our best to provide tracking and delivery information. We always recommend you to contact the carrier directly for local, up-to-date information.


Golden Week Celebrations - Shipments on hold and delivery schedule

Due to the Golden Week Celebrations, the shipments to the below listed countries will be temporarily affected.

Starting from October 1st, orders will be put on hold and are stopped from being sent out until our warehouse resumes activities on October 6th.  

Australia 

New Zealand

Malaysia

Philippines

Singapore 

Thailand

Vietnam

Taiwan

Hong Kong & Macau

 

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.)

 

 

How can I track 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.

Europe

The majority of our orders in Europe are shipped with GLS.*

Exceptions are:

Finland - Matkahuolto

United Kingdom - FedEx

Sweden - DHL 

*In some cases orders can be shipped with Registered Business Maxiletter. That means the package will be delivered by your country's national post. You will then be able to track your package through the website of your national post after it has entered the destination country and passed the customs inspection.

Malaysia

Orders to Malaysia are shipped with Ninjavan.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Singapore

Orders to Singapore are shipped with Ninjavan.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Taiwan

Orders to Taiwan are shipped with HCT.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Philippines

Orders to the Philippines are shipped with J&T Express.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Thailand

Orders to Thailand are shipped with J&T Express.

Please note that your shipment will not be traceable until it has entered the destination country and passed the customs inspection.

Hong Kong

Orders to Hong Kong are shipped with SF Express.

Australia

Orders to Australia  are shipped with Australia Post.

Japan

Orders to Japan are shipped with Sagawa Express.

South Korea

Orders to South Korea are shipped with CJ Logistics.

Saudi Arabia

Prepaid orders to Saudi Arabia are shipped with DHL Express.

United Arabic Emirates / Oman

Orders to these countries are shipped with DHL Express.

Kuwait

Orders to Kuwait are shipped with FedEx.

 

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

Do I have to pay any VAT or import fees?

VAT (Value Added Tax), Customs, and/or duty fees may be levied by your destination country. These charges for taxes or Customs clearance are borne by the recipient. We at Sudio can unfortunately not estimate what the charges may be or whether customs fees apply for your shipment, as the taxation policies vary from country to country.
Customs clearance can also cause delays in delivery if longer assessments are required. Sudio is not responsible for any packages held by Customs authorities and we cannot affect their policies or regulations. We recommend that you consult your local Customs authority on their procedures and policies.

Orders placed to the United Kingdom

If you are placing an order to the United Kingdom and the subtotal exceeds £135, you may be subject to additional Customs fees and taxes which are levied when the parcel enters the UK. If the subtotal is lower than £135, you will only need to pay the amount stated at checkout.

Countries where orders are shipped locally

Orders placed to the following countries are shipped locally and will therefore not pass through Customs clearance:

  • Countries within the EU
  • Hong Kong
  • Japan
  • Mainland China
  • Macau
  • South Korea
  • Taiwan
  • United States

This means that orders placed to the above-mentioned countries will have no other charges other than those listed at checkout.

To see whether your order is shipped locally or not, check here.

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

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

If you would like to have the payment 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 that states the product value will be included in the parcel, as required by law.

  • 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 location, orders placed on Sudio.com are shipped from five different warehouses.

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


Orders to the following destinations are sent from Estonia (Europe):

  • Countries within the EU
  • Kuwait
  • Norway
  • Saudi Arabia
  • South America
  • Switzerland
  • United Arab Emirates
  • United Kingdom

Orders to the following destinations are sent from China:

  • Australia
  • China
  • Hong Kong SAR
  • Macau
  • Malaysia
  • New Zealand
  • Philippines
  • Singapore
  • Taiwan
  • Thailand
  • Vietnam

Orders to the United States and Canada are sent from Chicago, IL.


Orders to Japan and South Korea 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

FedEx (3-7 Business Days) 

 

Malaysia

Ninja Van* (8-10 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) 

J&T Express* (6-8 Business Days)

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

 

Poland

GLS - Group (3-5 Business Days) 

DHL Express (1-3 Business Days) 

 

Russia

Russian Post (From 7 Business Days) 

 

Saudi Arabia 

DHL Express (3-5 Business Days)

Aramex Express (7-14 Business days) - Depending on the availability of the purchased products

 

Singapore

J&T 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

J&T Express* (6-8 Business Days)

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

 

United Arabic Emirates

DHL Express (7-14 Business days) 

 

United Kingdom

FedEx (3-7 Business Days) 

 

United States

DHL Express (2-3 Business Days) 

 

Vietnam

DHL Express (5-7 Business Days) 

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).

Powered by Zendesk