Shipping & Returns
Last updated: August 19, 2026
Thank you for shopping with SootheSage. This page covers everything you need to know about shipping, delivery, returns, and refunds. If you have a question that is not answered here, our team is available around the clock and happy to help.
Shipping
Where we ship
We ship to the United States and to most countries worldwide. Available shipping options for your address are shown at checkout.
Shipping cost
We offer free US shipping on all orders over $50. For orders under $50 and for international orders, shipping is calculated at checkout, so you will always see the exact cost before you pay.
When your order arrives
Orders are processed within 1 to 2 business days (Monday through Friday, excluding holidays).
- United States: most orders arrive within 5 to 7 business days after processing.
- International: most orders arrive within 7 to 12 business days after processing, depending on your country and local customs processing.
During busy periods such as holidays, delivery can occasionally take a few days longer.
International orders: customs, duties, and taxes
Depending on your country, your order may be subject to import duties, customs fees, or local taxes when it arrives. These charges are set by your local government, are not included in our prices or shipping cost, and are the responsibility of the customer. If you are unsure whether these apply to you, your local customs office can tell you before you order.
Tracking your order
Every order receives a tracking number by email as soon as it ships. You can check your delivery status any time on our Track Your Order page.
One helpful tip: carrier tracking can occasionally pause for a few days while your package moves between facilities. This is normal and your package is still on its way. If your tracking has not updated in more than 7 days, contact us and we will look into it right away.
Changing your address or canceling your order
Need to change your shipping address or cancel? Contact us as soon as possible. If your order has not shipped yet, we can almost always make the change or cancel and refund you in full. Once an order has shipped, we can no longer redirect or cancel it, but you are always covered by our 30-day return policy below.
Lost or missing packages
If your tracking shows "delivered" but you cannot find your package, please check around your delivery area (porch, mailbox, garage, with neighbors or building management) and allow 24 to 48 hours, as carriers sometimes mark packages delivered slightly early.
If it still has not appeared, contact us with your order number. We will work with the carrier to locate it, and if it cannot be found, we will make it right with a replacement or refund. You will never be left on your own to deal with a lost package.
Returns & Refunds
Our 30-day guarantee
You have 30 days from the date of delivery to return any item. If you are not satisfied with your purchase for any reason, we will take care of you.
Return conditions
To be eligible for a return, items must be unused and unworn, in their original condition and packaging, and accompanied by your order number.
A note on hygiene: For the health and safety of all our customers, items worn directly against the skin (such as compression socks, sleeves, and garments) can only be returned if they are unworn with tags and packaging intact, or if they arrived damaged or defective. Unsure about sizing? Contact us before ordering and we will help you choose. And if a size does not work out after delivery, reach out anyway; we will find a solution that works for you.
How to start a return
- Contact us within 30 days of delivery by email, phone, or live chat. Include your order number and the reason for your return.
- Our team will confirm your return and email you the return address with simple instructions. Please wait for these instructions before shipping anything back. Returns sent without authorization may not reach the correct facility and can delay your refund.
- Ship the item back. We recommend a tracked shipping method so you can confirm delivery.
- Once we receive and inspect your return (usually within 1 to 2 business days), we will process your refund.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, or is not what you ordered, we will make it right at no cost to you. Just email us your order number and a photo of the item, and we will send a replacement or issue a full refund, whichever you prefer. In many cases you will not even need to ship the item back.
Return shipping costs
- Our error (damaged, defective, or wrong item): we cover everything. You pay nothing.
- Change of mind or sizing (item is as described and undamaged): return shipping is paid by the customer, and original shipping charges, if any, are non-refundable. This applies to both US and international returns. Any customs duties or import fees paid on international orders are non-refundable, as these are collected by your government rather than by us.
Refunds
Once your return is approved, your refund goes back to your original payment method and typically appears within 3 to 5 business days. If more than 10 business days have passed and you do not see it, first check with your bank or card company, then contact us and we will track it down for you.
Exchanges
The fastest way to get a different size or item is to place a new order for what you need and return the original for a refund. If you would rather have us handle it, contact support and we will arrange the exchange for you.
We are here to help
If anything about your order is not right, please contact us first and give us the chance to fix it. Our team responds quickly and we will always work with you to find a fair solution.
- Email: support@soothesage.com
- Phone: (661) 545-6620, answered around the clock
- Live chat: available 24/7 on soothesage.com
SootheSage, Key Largo, Florida