FAQs
Orders & Purchases
Need to change something?
Need to change something?
Contact us as soon as possible by phone, chat, or email and we'll do everything we can. Orders can usually be edited or canceled within 24 hours of placement. And remember, every order is covered by our 30-day guarantee, so you're never stuck with something that isn't right.
How can I track my order?
How can I track my order?
The moment your order ships, we'll email you a tracking link. Click it anytime to see where your package is. You can also use the Track Order link at the top of our site. Can't find your tracking email? Contact us and we'll resend it.
What if there is a problem with my order?
What if there is a problem with my order?
Contact us right away by phone, chat, or email with your order number. Whether something arrived damaged, isn't what you expected, or is missing, we'll make it right with a replacement or refund.
I didn't receive all of my order?
I didn't receive all of my order?
Some items may ship separately and arrive on different days, so check your tracking first. If something's still missing, contact us with your order number and we'll track it down or replace it.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Every SootheSage product comes with a 30-day money-back guarantee. If you're not feeling the difference, return it within 30 days of delivery for a full refund.
How do I initiate a return?
How do I initiate a return?
Just contact us by phone, chat, or email with your order number and we'll walk you through it. No forms to print, no hoops to jump through.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Of course. Contact us and we'll help you swap for a different size or product. If there's a price difference, we'll sort it out with you.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once your return arrives, we process refunds within 5-7 business days. Your bank may take a few more days to post it. We'll email you at every step.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Most orders ship within 1-2 business days and arrive within 5-7 business days with free US shipping on orders over $50. You'll get a tracking email the moment your order ships, plus updates along the way.
Do you offer expedited shipping?
Do you offer expedited shipping?
Not at the moment. We focus on getting every order out quickly, and most arrive within [X-Y] business days. You'll have tracking the whole way.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn't shipped yet, usually yes. Contact us as soon as possible by phone, chat, or email with your order number and the new address, and we'll update it if we can catch it in time.