about shipping

1. Shipping Regions, Methods, and Costs

Most countries can be delivered to, with the exception of Norway and various islands. For more details, please refer to: Shipping Costs.
Shipping methods and costs may vary depending on the destination country. For more information, please refer to: Shipping Costs.

2. How long does delivery take after shipment?

Usually, it takes 1-2 business days for packages to arrive in Germany and the Netherlands after dispatch. For other European countries, delivery may take 3-5 business days. However, due to unforeseen events such as pandemics, delays in logistics may occur.
Due to varying courier speeds in different countries and regions, as well as unpredictable circumstances, we cannot guarantee delivery times. The estimated time provided is based on statistical data. We appreciate your understanding that we cannot ensure your package will be delivered within this timeframe.

3. How to Fill in Address Information

Please enter your first name and last name correctly to ensure the package can be collected at a pickup point after delivery. Do not use Chinese characters and avoid spaces before, between, or after names.
In the Company field, enter the name of your school, company, organization, or the name displayed on your doorbell/mailbox.
In Address Line 1, enter the verified street name and house number. Do not use Chinese input! Leave a space between the street name and house number. If you're sending to a DHL Packstation, enter "Packstation" followed by the number.
In Address Line 2, add extra information such as apartment number, floor, etc. If sending to a DHL Packstation, enter your customer number (Postnummer), which you receive upon registering on the official DHL website.
In the Phone Number field, make sure to provide a valid number so the courier or our team can contact you.

Note: Do not use location services on your phone to fill in your address! Sometimes GPS data is inaccurate. Please use the address from your rental contract, your school/company’s official website, or ask neighbors, classmates, or colleagues familiar with the area.

4. Can the package be delivered to a pickup point?

Yes, it is possible.

If you wish to send your order to a DHL Packstation, you must register in advance on the official DHL website and obtain your personal customer number (Kundennummer/Postnummer). Enter "Packstation + number" in Address Line 1, and your customer number in Address Line 2.
If you want to send to a DPD or UPS pickup point, just enter the pickup point’s address in the address field.
Please ensure that you provide the exact address of the pickup point according to the official websites of the respective courier companies.

Search links:

DHL Paketshop/Packstation: Click here
DPD Pickup Shop: Click here
UPS Access Point: Click here

5. How can I track my package?

Normally, you will receive an automated email with a tracking link once your package has been shipped. This email will include tracking information. If you don’t see it in your inbox, please check your spam folder. Alternatively, you can log in to the Sojasoße website and find the tracking number in your order details.

6. Why is the address shown in the tracking information incomplete or incorrect?

This is a privacy measure by the logistics company to prevent address disclosure. Rest assured that the shipping label contains your full and correct address.

7. What if I entered the wrong address?

If your order status is "Paid" or "Preparing Goods", please contact us immediately to update your address – Contact Us.
If your order status is "Shipped", we can no longer change your address. In this case, please contact the logistics provider directly via message or email through their official website. This is the fastest way to solve the issue.
If you are unable to change the address through the courier, please contact us so we can forward your request to the logistics company – Contact Us.

8. How to contact the logistics company:

Usually, you can find contact information on the official website of the logistics provider. As courier websites vary by region, we cannot offer a universal method. Please check the respective courier’s official website for contact options.
In Denmark or Finland, DPD may forward your package to POST NORD. Please contact them directly.
In France, DPD may forward your package to CHRONOPOST. Please contact this company directly.

9. Why was my package left at a pickup location?

Usually, a delivery attempt is made to your address first. If unsuccessful, the package may be redirected to a nearby pickup point. Due to the impact of COVID-19, couriers may sometimes deliver directly to pickup points to reduce contact. We apologize for any inconvenience.
If your package was sent with DHL, you can request redelivery by filling out the following form:
https://www.dhl.de/de/privatkunden/hilfe-kundenservice/beauftragung-zweitzustellung.html
If redelivery cannot be arranged online, please contact us so we can file a complaint with the courier to arrange a redelivery. However, please note that the final decision lies with the logistics company. If redelivery is not possible and the package is returned to our warehouse, we will get in touch to arrange either a resend or a refund.