Shipping policy
Where we ship
We ship to the United States, Canada, Australia and New Zealand. Shipping is free on every order and always includes tracking.
Delivery time
7–15 business days from the day you place your order.
- Order processing: 1–3 business days
- Shipping: 6–12 business days
Business days are Monday to Friday, excluding public holidays. Orders placed on a weekend or holiday start processing on the next business day. During peak periods (such as Black Friday and the December holidays) carriers handle much higher volumes; if this affects your order, we will tell you as explained under "If your order is delayed".
If your order is delayed
If we can't ship your order within 3 business days, we will email you a new estimated date and give you the option to cancel for a full refund. If you cancel, your refund is issued within 7 business days.
Changes and cancellations
You can change your shipping address or cancel your order free of charge within 12 hours of placing it. Just email us with your order number. After your order ships it can no longer be cancelled, but you can still return it under our Refund Policy.
Tracking
As soon as your order ships, we email you a tracking number. Please allow 24–72 hours for the tracking information to start updating. If your order ever arrives in more than one package, you will receive a tracking number for each one.
Addresses we can't ship to
We can't ship to military addresses (APO/FPO/DPO) or to freight forwarders. For the fastest delivery, please use a street address; some carriers can't deliver to PO Boxes.
Customs, duties and taxes
If a carrier asks you to pay any customs, duty or import fee when your package arrives, please contact us before paying it and we will help you resolve it.
Lost or late packages
Contact us if your order hasn't arrived within 15 business days of your order date, or if your tracking hasn't updated for 7 business days. We will open a trace with the carrier right away. If the package is confirmed lost, or it still hasn't arrived 30 days after your order date, you can choose a free replacement or a full refund.
Package shows "delivered" but you can't find it
Please check with neighbors, your building's mailroom and your local post office, then email us within 7 days of the delivery date. We will open a claim with the carrier and work with you to resolve it.
Incorrect address or refused delivery
Please double-check your shipping address at checkout. If a package is returned because the address entered was incorrect or incomplete, the customer will need to pay the cost of reshipping it. If you refuse a delivery, it is handled as a change-of-mind return under our Refund Policy.
Your rights
Nothing in this policy limits your rights under the consumer laws of your country, including the Australian Consumer Law, the New Zealand Consumer Guarantees Act and Canadian provincial consumer protection laws.
Questions
Email us at support@soothiva.com with your order number. We reply within 24–48 hours, Monday to Friday.