Shipping and Return Policies
Shipping
Because we manufacture our products in small batches, availability may vary at the time your order is placed. Orders are shipped only once all items in the order are ready, which means fulfillment may take up to two (2) weeks from the date the order is placed.
While we always do our best to prepare and ship orders as quickly as possible, occasional product shortages or high order volume may result in additional processing time.
The shipping option selected during the checkout process indicates shipping times only. This does not impact when the item will be shipped. If you select 2 or 3 day shipping, it does not guarantee that you will receive your order in 2 to 3 days.
Soothing Touch Return and Damage Policy
Soothing Touch will accept return for the following reasons:
1. Product arrived damaged (or is missing).
2. Product was not what you ordered.
3. Product was not the size you ordered.
4. Customer ordered a product by mistake.
Please contact Customer Service within 3 business days of any receipt of damage, shortage or incorrect product of Soothing Touch products. This will allow us to take appropriate action and remedy the situation. Soothing Touch will be happy to replace your product if damaged or if you did not receive what you ordered.
1. Product arrived damaged.
Step #1: Fill out the Soothing Touch Damage & Mis-Ship Claim.
Step #2: Include photos of the damaged items.
Step #3: You have the option to keep the items from the shipment at 25% off your original price. If you are returning undamaged items, Customer Service will send a call tag with the replacement product.
Step #4: If items are being returned put product being returned in box, pack and seal the box and add the shipping label (call tag) to the box. Drop the box off at the nearest UPS shipping location.
Please save any damaged product(s) and packaging unless asked by Soothing Touch to discard.
2. Product was not what you ordered.
Step #1: Contact Customer Service and provide the Sales Order # from your packing slip, the lot code (four digit code on side at the bottom of the product) and reason for Exchange.
Step #2: You have the option to keep the wrong items from the shipment at 25% off the original price. If you are returning incorrect items, Customer Service will send a call tag with the replacement product.
Step #3: If items are being returned put product being exchanged in box, pack and seal the box and add the shipping label (call tag) to the box. Drop the box off at the nearest UPS shipping location.
If you do not want to exchange product that was not what you ordered, you may return the product within 5 business days. Your order will be refunded minus a 10% restocking fee. The unopened product must be in new condition, unused, and in original packaging. There is no refund of shipping charges on returns.
3. Product was not the size you ordered.
Step #1: Contact Customer Service and please provide the Sales Order # from your packing slip, the lot code (four digit code on side at the bottom of the product) and reason for Exchange.
Step #2: You have the option to keep the wrong size items from the shipment at 25% off the original price. If you are returning incorrect items, Customer Service will send a call tag with the replacement product.
Step #3: Put product being returned in box, pack and seal the box and add the shipping label (call tag) to the box. Drop the box off at the nearest UPS shipping location.
If you do not want to exchange product that was not the size you ordered, you may return the product within 5 business days. Your order will be refunded minus a 20% restocking fee. The unopened product must be in new condition, unused, and in original packaging. There is no refund of shipping charges on returns.
4. Customer Ordered Incorrect Product.
Customers may ship back unopened product they do not wish to keep once approved by Soothing Touch and if Soothing Touch is notified within 5 business days. Customers will be charged a 20% restocking fee and the cost of the shipment will be deducted from the return as well.
Please contact Customer Service via email or by phone (505) 820-1054 for more information on Exchanging or Returning an item. Thank you.
CLAIM POLICY: Failure to follow the above guidelines will result in a claim being denied.
Please contact Customer Service (fastest) or reach us by phone (505) 820-1054 for more information on Exchanging or Returning an item. Thank you.
