We hope that your experience with our website is as effortless as possible, however, we do acknowledge that questions may arise.
If you have any questions you can email us.
This is a question we frequently get asked so we put together a shipping guide here.
All our orders are subject to customs charges, depending on the country you are shipping them to. We recommend you check your countries policy on this prior to ordering. Usually a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges.
Something is missing from the order
While our packers are pretty great at getting your order together, very rarely they may leave an item out from the order. If this happens, please just reach out to us and we can get this sorted for you. If this happens, we will require a photo of what you received for verification purposes.
How do I cancel my order?
If after placing your order you realize you’ve made a mistake or no longer want the order, then we can process a cancellation if the order hasn't shipped yet. Please reach out to us at firstname.lastname@example.org and the order hasn’t shipped, we should be able to cancel your order and process a refund for you.
Note: There is a $6.99 restocking fee for all order cancellations so please make sure you place an order after you are 100% sure for the purchase.
Once your order has been shipped it is too late to cancel your order.
Pre-orders cannot be canceled since we are custom producing them for you after you place a pre-order. If you insist to cancel the pre-order there will be a $22 preorder cancelation fee.
Where Sootheez are manufactured?
Sootheez are manufactured in Shanghai due to cheaper production cost and shipping. We ship directly from our production warehouse in Shanghai. Please read our shipping policy.
Most of our products are intended for medical personal use and involve direct contact with parts of the body, therefore cannot be re-used by another individual. That is why we have decided that all of our sales should be final at the exception of items damaged in transit. Please read more here...
If we still haven't managed to answer your question please feel free to contact us and we'll get back to you as soon as possible.