--- title: sojo Shipping FAQs description: shipping --- [Skip to content](https://help.getsojo.com/knowledge/sojo-shipping-faqs#main-content) English Show submenu for translations [More support](https://help.getsojo.com/knowledge/kb-tickets/new?hsLang=en) [![Sojo\_logo\_primary.png\]](https://help.getsojo.com/hs-fs/hubfs/Sojo_logo_primary.png?width=80&height=40&name=Sojo_logo_primary.png)](https://help.getsojo.com/knowledge?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [More support](https://help.getsojo.com/knowledge/kb-tickets/new) Help is on the way. - There are no suggestions because the search field is empty. 1. [Help Center](https://help.getsojo.com/knowledge?hsLang=en) 2. [Orders & Deliveries](https://help.getsojo.com/knowledge/orders-deliveries?hsLang=en) # sojo Shipping FAQs *Last updated 11.21.25* **Table of Contents** - [Overview](https://help.getsojo.com/knowledge/sojo-shipping-faqs#overview) - [When does sojo deliver?](https://help.getsojo.com/knowledge/sojo-shipping-faqs#when-does-sojo-deliver) - [How do I know when shipments are arriving and what’s inside?](https://help.getsojo.com/knowledge/sojo-shipping-faqs#arrive) - [What if I have a door code or special delivery instructions?](https://help.getsojo.com/knowledge/sojo-shipping-faqs#door-code) - [What if my shipping address changes?](https://help.getsojo.com/knowledge/sojo-shipping-faqs#changes) - [Best practices for communicating with your team](https://help.getsojo.com/knowledge/sojo-shipping-faqs#internal-comms) - [Troubleshooting Delivery Issues](https://help.getsojo.com/knowledge/sojo-shipping-faqs#troubleshooting) - My shipment hasn’t arrived yet. - My shipment arrived damaged. - My shipment is missing items. - UPS says they attempted delivery but couldn’t get in. - We switched addresses and shipments went to the old location. ### 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**](https://help.getsojo.com/knowledge/delivery-plans-shipping-cutoffs?hsLang=en). ### 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**](https://20952561.hs-sites.com/knowledge/understanding-shipping-manifests?hsLang=en). ### 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](https://www.ups.com/doapp/signupopenaccount?loc=en_US). 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](https://help.getsojo.com/knowledge/sojo-hq-shipping-locations?hsLang=en) 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](https://help.getsojo.com/knowledge/sojo-hq-shipments?hsLang=en)** - 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](https://help.getsojo.com/knowledge/kb-tickets/new?hsLang=en)) 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](https://help.getsojo.com/knowledge/kb-tickets/new?hsLang=en)) 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. S[ubmit a ticket](https://help.getsojo.com/knowledge/kb-tickets/new?hsLang=en) 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](http://go.getsojo.com) 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. - [Getting started](https://help.getsojo.com/knowledge/getting-started?hsLang=en#main-content) - [Delivery Plans](https://help.getsojo.com/knowledge/getting-started?hsLang=en#delivery-plans) - [Integrations](https://help.getsojo.com/knowledge/getting-started?hsLang=en#integrations) - [Orders & Deliveries](https://help.getsojo.com/knowledge/orders-deliveries?hsLang=en) - [Billing & Invoices](https://help.getsojo.com/knowledge/billing-invoices?hsLang=en) - [sojo HQ](https://help.getsojo.com/knowledge/sojo-hq?hsLang=en#main-content) - [How-to videos](https://help.getsojo.com/knowledge/sojo-hq?hsLang=en#how-to-videos) - [Help Articles](https://help.getsojo.com/knowledge/sojo-hq?hsLang=en#help-articles) [![Chill listening crop-3](https://help.getsojo.com/hs-fs/hubfs/Sojo_brand_mark-4.png?width=23&height=24&name=Sojo_brand_mark-4.png "Chill listening crop-3")](http://getsojo.com) Copyright © 2026, sojo