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SHIPPING:

We do not have control over postal networks and are therefore not able to be responsible for delays that may occur once an order is sent out for shipment. Tracking information will be made available to you as soon as it is made available to us. 

APPROXIMATE SHIPPING TIMES (does not include weekends/public holidays): 

a) USA ~ 3 to 7 business days 

b) Rest of the world ~ Unfortunately, we do not offer international shipping at this time. 

Delayed delivery - in very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times once items are on their way. Unexpected delays may occur in-route and we seek your understanding and patience should this occur. In such cases, please create a lost package request with your chosen postal carrier and let us know their findings. We will ship out a new package if there are no tracking updates for more than 30 business days in cases of confirmed lost items. 

Delays may especially be true during the busier holiday seasons at the year's end (November to December months), during promotions or other instances.

 

PROCESSING TIME VS SHIPPING TIME

Please note that processing time (1-2 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 1-2 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).

After your order has been processed, the order will be ready for dispatch and then your package will be sent. An email with your online tracking information will be automatically sent to your account email and tracking will also be available on our website on your user account.

Processing Time - in very rare instances, may take longer than the stated expected time frame. During busy time like holidays, promotions or other instances processing time might take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.

 

CANCELLING AN ORDER

Once an order is placed, we will not be able to cancel it after processing as your order will have been sent with delivery method paid for. A return will be initiated for a refund. 

Please do send us an email at sootheandglowco@gmail.com as soon as possible if you'd like to cancel an order that you have just made. We urge buyers to act quickly if cancelling and order, and we'd be more than happy to help out! We understand that things come up, and we will do our very best to remedy the situation.

 

UNCLAIMED ORDERS

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address.

If you notice an incorrect or insufficient address when receiving the confirmation email, email us back as soon as possible at sootheandglowco@gmail.com

Once we process the order we are not able to change the address and we are not to be held responsible for incorrect or insufficient address. 

 

STOLEN MAIL: 

We encourage buyers to pay for the shipment level that best fits your agenda. If you are looking for full insurance on a package, please email us prior to completing checkout. If a piece of mail is lost or stolen, we cannot guarantee a refund.

 

CUSTOM / DUTY FEES FOR INTERNATIONAL BUYERS

Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that in rare occasions; customs agents may delay delivery of some packages.

 

SEPARATE PACKAGES

In some instances, an order may be split into different packages for any of the following reasons (or more): 
- Certain items may be on back order, or preorder release dates may vary. Items are shipped together, in one go by default, once all items are in hand. However, if a buyer pays for a split shipment fee at checkout, Soothe & Glow Co. will ship in split shipments according to the order's release dates.
- Weight restrictions for regular shipping imposed by the post office may effect different split shipments.
- Different boxes fit different items / packed in different boxes for better protection of items sold may cause split shipments.

 

Holiday Season

Due to high volume in sales during the months of November - December we ask that you remain patient. Our customers are important to us and we strive to make you happy. With that said shipping times may take longer than expected, but we guarantee that you goods will come and you will remain a loyal customer. Thank you.