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sojo Shipping FAQs

Last updated 11.21.25

Table of Contents

Overview

A quick guide to how shipping works at sojo — what to expect, how to stay updated, and tips for communicating with your team.

When does sojo deliver?

Delivery timing is unique to every client’s reservation cadence, but here’s the high-level view:

Most clients receive two shipments each week:

  • Turn-day shipment

    This includes everything needed for your upcoming departures or arrivals.

  • Replenishment shipment

    This restocks your backstock so you’re always prepared for what’s ahead.

For a deeper dive into how your delivery plan works — including cutoff times — check out our article on Delivery Plans & Shipping Cutoffs .

How do I know when shipments are arriving and what’s inside?

Anytime something leaves our warehouse, you’ll receive a shipping manifest.

This email includes:

  • What’s in the shipment
  • The tracking number
  • Expected delivery date

For more detail on how to read these, see Understanding Shipping Manifests .

What if I have a door code or special delivery instructions?

We ship through UPS.

If you have a gate code, door code, or delivery preferences, the best place to store and manage those is directly in your UPS shipping account.

You can set up an account here.

This ensures your UPS driver always has the right instructions — and it applies to every carrier delivery to your address, not just sojo.

What if my shipping address changes?

Login to the sojo HQ and add your new address and the date it should take effect.
💡>>sojo HQ tutorial

Address changes typically take a few days to update in our system, so the earlier the heads-up, the smoother the transition.

Best practices for communicating with your team

Clear communication keeps turn days smooth. Here are a few tips + a sample message you can send to your housekeeping or ops teams:

Tips

  • Let your team know what days you typically receive sojo shipments.
  • Share where shipments are placed or stored once they arrive.
  • Make sure they know how to spot a sojo box and what to do if something looks off.
  • Encourage them to notify you immediately if there’s damage, missing items, or delivery issues.
     

Team Message Template

Subject: Quick heads up on our sojo deliveries

Hi team,

Here’s a quick note on our amenity shipments from sojo so everyone’s on the same page:

  • We usually get two deliveries each week — one for upcoming departures/arrivals and another that restocks our backstock.
  • When a shipment is on its way, we get a manifest email with what’s inside and the expected delivery date.
  • If you see a sojo box arrive, please bring it to the usual storage area and report anything that looks damaged or unexpected.
  • If we ever change addresses or run into delivery issues, let me know so we can update sojo right away.

Thanks for helping keep turn days smooth!

Troubleshooting Delivery Issues

If something with your delivery doesn’t look quite right, here’s how to troubleshoot it quickly.

My shipment hasn’t arrived yet.

  • Login to the sojo HQ to view current shipments. >>Watch How-To Video
  • First, check the tracking number in your shipping manifest. UPS will always have the most up-to-date status. 
  • If the package shows as delayed, UPS will typically provide an updated delivery window.
  • If the package shows as delivered but you don’t have it, check common delivery spots (front desk, mail room, gatehouse, leasing office)..

My shipment arrived damaged.

Things can get bumpy in transit. If you notice damage:

  1. Take a photo of the box and any damaged items.
  2. Save everything as-is (don’t discard the box).
  3. File a ticket  (click here) with the photos and your manifest number. We’ll take it from there and replace anything that didn’t make it.

My shipment is missing items.

Every shipment should match the items listed on your manifest. If something is missing:

  • Double-check the manifest email — some orders are split across multiple boxes.
  • Look for multiple tracking numbers in your manifest.
  • If the item isn’t in any of the boxes that arrived, submit a ticket (by clicking here) the manifest number and details. We’ll confirm what left our warehouse and make it right.

UPS says they attempted delivery but couldn’t get in.

This usually means the driver needed a gate or door code.

Make sure your UPS shipping account has any special instructions included.

If you’re still having issues, we can help get in touch with your driver to determine what the issue is. Submit a ticket to the sojo Support team.

We switched addresses and shipments went to the old location.

If an address change wasn’t processed in time, shipments may still route to your previous location. Login to the sojo HQ and review your addresses. If you see previous shipments going to the wrong location from your HQ, file a ticket with support with the tracking numbers to request a redirect.

We’ll do our best to work with UPS to reroute what we can and update our system to prevent repeats.