Shipping policy
Last Updated: September 20, 2026
This Shipping Policy explains how Soothd processes, ships, and delivers orders placed through wearsoothd.com. It forms part of our Terms of Service and should be read together with our Refund Policy.
1. Where We Ship
We ship to domestic and international destinations.
Some destinations may be unavailable due to carrier restrictions, customs regulations, or local import rules. If we are unable to ship to your address, we will notify you and cancel and refund the affected part of your order.
Orders are shipped to the address provided at checkout. It is your responsibility to ensure that this address is complete and accurate, including any apartment, unit, or building number. See Section 8 for what happens if an address is incorrect or a delivery fails.
2. Processing Time
Orders are processed and dispatched within 2 business days of the order being placed and payment being accepted.
Business days are Monday to Friday, excluding public holidays. We do not process or dispatch orders on weekends or public holidays. Orders placed on a weekend or public holiday begin processing on the next business day.
During promotional periods, product launches, and peak seasons, processing may take longer than usual. Where we expect a material delay, we will notify you by email.
3. Delivery Times
Delivery time depends on the shipping method selected at checkout and the destination address. Estimated delivery windows, counted from the date of dispatch rather than the date of order, are:
| Shipping method | Estimated delivery |
|---|---|
| Standard Shipping | 7–12 business days (6–12 business days within the United States) |
| Express Priority Shipping | 6–9 business days |
These windows are estimates only and are not guaranteed. Total time from order to delivery is the processing time in Section 2 plus the delivery window above.
Delivery may take longer than the estimated window for reasons outside our control, including carrier delays, customs and border processing, incorrect or incomplete address details, severe weather, industrial action, and peak periods such as public holidays. We are not liable for delays caused by these factors.
Once an order has been transferred to the carrier, title and risk of loss pass to you.
4. Shipping Costs
Shipping costs are calculated at checkout and are shown before you complete your order. Shipping charges are non-refundable except where an order is cancelled before dispatch or where required by law.
Standard shipping is free on orders over $75. Promotional shipping offers may be subject to their own terms, minimum order values, and expiry dates, as stated with the offer.
5. Customs, Duties and Import Taxes
For international orders, your parcel may be subject to customs duties, import taxes, or handling fees levied by the destination country. These charges are determined by local authorities and are not included in the price you pay at checkout.
Unless expressly stated otherwise at checkout, any such charges are your responsibility and must be paid by you in order for the parcel to be released. We have no control over these charges and cannot predict their amount.
If a parcel is refused or abandoned because you decline to pay customs charges, it will be treated as a refused delivery under Section 8.
6. Split Shipments
Where an order contains multiple items, we may ship them separately and at no additional cost to you. If your order arrives incomplete, please check your shipping confirmation emails to see whether the remaining items are travelling under a separate tracking number before contacting us.
7. Tracking Information
A tracking number is sent to you by email once your order has been dispatched. Please allow 24–48 hours after receiving that email for the first tracking event to appear, as carriers do not always scan a parcel immediately after collection.
Tracking information is provided and maintained by our carriers. We do not control its availability or accuracy and cannot guarantee that every movement of a parcel will be scanned and displayed.
If you have not received a tracking number within 5 business days of placing your order, please contact us using the details in Section 11.
8. Incorrect Addresses, Failed Deliveries and Refused Parcels
If a parcel cannot be delivered because the address provided was incorrect or incomplete, because nobody was available to accept delivery after the carrier's attempts, because it was not collected from a pickup point within the carrier's holding period, or because delivery was refused, the parcel may be returned to us or disposed of by the carrier.
Where a parcel is returned to us, we will contact you to arrange redelivery. Redelivery costs are payable by you. Where you prefer a refund instead, the original shipping charge and any return costs incurred are non-refundable.
If you notice an error in your shipping address after placing an order, contact us immediately. We will do our best to correct it, but we cannot guarantee changes once an order has entered processing.
9. Out of Stock Items
If an item in your order is out of stock, we will notify you and provide either a revised estimated dispatch date or alternative options, which may include substituting a different item or cancelling and refunding the unavailable item.
10. Damaged, Lost or Missing Parcels
Damaged on arrival. If your order arrives damaged, contact us within 5 days of delivery. Please keep the original packaging and provide clear photographs or video of the damage to the item and to the outer packaging, as we may be required to submit these to the carrier.
Lost in transit. If tracking shows that your parcel has not progressed, or it has not arrived within a reasonable period after the estimated delivery window, contact us within 5 days of the end of that window so that we can open an enquiry with the carrier. Carrier investigations can take several business days to conclude.
Marked delivered but not received. If tracking shows delivery but you have not received the parcel, please check with other members of your household, neighbours, and any safe or nominated delivery location before contacting us. Claims relating to parcels marked as delivered are handled in accordance with our Refund Policy.
Claims outside these timeframes may not be accepted, as carriers impose their own deadlines for investigating a shipment.
11. Contact
Questions about shipping, tracking, or a delayed order can be sent to us:
- Contact form: wearsoothd.com/pages/contact
- Email: hello@wearsoothd.com
12. Changes to This Policy
We may update this Shipping Policy from time to time to reflect changes in our carriers, our processing times, or applicable law. The current version is always available on this page, and the "Last Updated" date above shows when it last changed.