When you place an order with Soracom directly, it typically takes 1-2 business days to process. Your credit card will be charged once your order ships.
You can check the current status of your order at any time from the Orders page in the User Console.
Cancelling an Order
Whether an order can be cancelled depends on its current status as shown in the User Console:
- Before processing begins: You can cancel the order yourself. Go to the Product Orders tab and click the Cancel button next to the order. For more details, see Canceling an Order.
- After processing begins: Self-service cancellation is not possible. If you need to cancel an order that has already entered processing, please contact Soracom Support immediately.
Shipping and Tracking
Once your physical order (IoT SIMs or devices) has been dispatched and is in transit, an email containing the tracking information will be sent to the Primary Email Address registered to your Soracom account.
Once an order has been shipped, order tracking details will also become visible on the Product Orders tab in the User Console. These details include the name of the delivery company and tracking number(s). Clicking the delivery company link will take you to the delivery company's shipment status inquiry page, where you can enter the tracking number to check the delivery status.
Modifying Orders
If you need to update the shipping information provided during checkout, please contact Soracom Support immediately. Once an order has been processed or shipped, shipping information can no longer be updated.
SIM Registration and Activation
If your order contains IoT SIMs or Sigfox devices, they are pre-registered to your account upon purchase. However, they will not appear in your active SIM list until registration is finalized.
You can manually finalize registration by clicking the Finalize registration button on the Orders page.
Automatic Registration
If you do not manually register your order, it will be automatically registered to your account after a set period:
- Global Coverage IoT SIMs: Automatically registered 14 days after shipment.
- Japan Coverage IoT SIMs: Automatically registered 4 days after shipment.
Once registered (manually or automatically), the initial settings (Group, Speed Class, Tags) selected during the order process will be applied to the SIMs.
Digital Order Status
eSIM Profiles
For digital orders, such as eSIM profiles, the delivery is handled via the User Console. You can view the provisioning status in the eSIM Profiles tab.
- Confirmed: Your order is confirmed, and provisioning will begin shortly.
- In Progress: Soracom is currently provisioning the profiles.
- Completed: Provisioning is finished, and profile details are viewable.
- Failed: An error occurred during provisioning.
If your order remains in the In Progress status for more than 24 hours, please contact Soracom Support for assistance.
Returns, Missing Items, and Delays
Returns and Exchanges
If you wish to return a delivered product or exchange it due to an initial defect, please refer to the Returns and Refunds section of our Online Store Policies page.
Missing or Delayed Orders
If you have not received your order due to a shipping delay, lost package, or other issues, or if you need to pause the automatic registration of your order due to these delays, please contact Soracom Support as soon as possible.