FAQ
Shipping Information
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
How long will it take to get my order?
Orders typically ship within 24-48 business hours. For items we have in stock, shipping usually takes 3 to 7 business days.
How do I get my tracking number?
Once your order has been handed over to the carrier for delivery, you will receive a Shipment Confirmation email.
Delivery will take 2 to 5 business days after the order has shipped.
You can track your order on this website:https://www.17track.net/en
Can I change my shipping address?
If you would like to change your order details please contact us via services@soontrans.co as soon as possible before the delivery starts.
Orders And Product
Can I cancel my order?
Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible.
I received an item that is different from what I ordered. What should I do?
If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Service Email: services@soontrans.co
We will work to get the package re-shipped and to get the correct item. We will require a picture of the incorrect product you received.
Can I return my products?
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
What is the status of my order?
Once your order has been successfully placed, we will send an order confirmation email containing your order details.
When your order ships, you will receive a shipping confirmation email with tracking information.
Warranty
How long is the warranty on the chair?
We offer a 1 year warranty, please see our warranty policy for the exact terms.
What if my chair is still under warranty and there is a problem?
Please fill in the form on the Contact Us Page and we will deal with it as soon as possible in the order in which the customer submits the form.
If you purchased our products on Amazon, please contact the corresponding after-sales customer service email:
soontransservice@outlook.com(for Amazon US orders)
stservicecenter@outlook.com(for Amazon EU orders)
Assembly & Care of Products
Can my order be assembled before delivery?
We do not ship pre-assembled products to ensure that they do not get damaged during transport. However, we’ve done our best to simplify the process by including a detailed assembly guide with every product.
You can refer to the full assembly video on our Installation Guide Page for a step-by-step visual walkthrough.
How do I assemble my Soontrans gaming chair?
Watching the Assembly Video or guide is a must before assembling your gaming chair. Each package includes a detailed assembly guide.
The majority of customers require approximately 20 minutes to assemble their chairs.
How do I care for my Soontrans gaming chair?
Cleaning Pu leather is quite easy. Most stains are removed with water and a microfiber cloth.
1. Rubbin alcohol can remove ink stains easily from the PU leather.
2. All-purpose spray will remove liquids from the PU leather.
3. PVC moisturizers, reconditions and polishes PU leather and keeps them from cracking and peeling. This can extend the lifetime of your chair.
Others
Do you offer wholesale price?
If you are looking to purchase more than 10 chairs, please contact us with the quantity and the item(s) and we will reply with a quote in the next 24 hours.
Is the Pillow Set included on ALL models?
Yes, all models of Soontrans gaming chairs will include the pillow set.
Are the wheels (castors) suitable for soft or hard floors?
Our casters are suitable for both soft and hard floors. They move easily over carpets and hard floors.
However, damage to hard floors is not primarily caused by the casters themselves, but rather by dust particles adhering to the casters, giving the properties a "grainy" feel. This can cause the caster surface to become rough, which can cause damage when rubbed against laminate, wood or similar flooring.
To prevent damage to hard floors, we recommend using protective mats. Plastic or fabric options protect your floors due to the rolling nature of our casters.
Alternatively, you can choose one of our replacement wheels.