Shipping policy

SHIPPING POLICY — SOOTHEL

PROCESSING TIME All orders are processed within 1–3 business days after payment is confirmed. Orders are not shipped or delivered on weekends or public holidays. If we're experiencing a high volume of orders, processing may take slightly longer — we'll notify you by email if there's a significant delay.

SHIPPING TIME Once your order has shipped, delivery typically takes 5–8 business days, depending on your location. You will receive a shipping confirmation email with a tracking number once your order is on its way, so you can follow its progress.

Total estimated time from order to delivery: 6–11 business days (processing + shipping combined).

SHIPPING RATES Shipping costs are calculated at checkout based on your order and delivery address. 

ORDER TRACKING Once your order ships, you'll receive a tracking link by email. Please allow 24–48 hours for tracking information to update after you receive this email.

ADDRESS ACCURACY Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error after placing your order, contact us immediately at support@soothel.co and we'll do our best to update it before it ships.

DELAYS While we do our best to meet the estimated timeframes above, delivery times are estimates only and are not guaranteed. Delays caused by shipping carriers, customs processing, weather, or other events outside our control are not something we can be held responsible for, though we'll always help track down a delayed order.

LOST OR MISSING PACKAGES If your tracking shows your order as delivered but you haven't received it, please check with neighbours and your local post office first, then contact us at support@soothel.co within 7 days so we can help investigate.

QUESTIONS Any questions about your shipment can be sent to support@soothel.co.