Product FAQ:

What do you mean by eco-friendly products?

Our mission is to use natural, organic, and recycled materials as often as possible so that we can collectively reduce our carbon footprint. 

How do you give back?

We work with suppliers that provide disenfranchised individuals employment opportunities. We annually donate a portion of our profits to Animals Aid Unlimited. 

It is very important for us to build a brand that is rooted in positive global impact.  

Do you offer wholesale or customs designs?

Absolutely! We just need enough lead time and we can do both. Email us at info@soothi.com if you want to talk more. Also, navigate to our wholesale and custom order page for more information. 

Why do some of the journals have blemishes? 

Since we use repurposed leather, it often has natural faults and lines that are preserved when it goes into the production process.   

How do I care for my leather journal/products?

Here are some steps to follow:

  • Keep leather items out of the sun. The sun will dry the leather out and cause it to become brittle.
  • Don’t store your leather products in plastic bags
  • Don’t leave your items in a humid or wet basement – this could promote the growth of mildew.
  • If the journal cover needs to be cleaned, try to brush your leather down with a damp cloth and let it sit in room temperature to dry.
  • Before using any leather cleaning products, TEST a small patch first and see how the leather reacts to it.

SHIPPING FAQ:

Why is the tracking information not updated?

Please note, it takes between 24-48 hours for tracking information to be updated. 

What is the cost and time frame of shipping?

Shipping is FREE when you spend $50 on domestic orders and $150 on international orders. We use USPS and offer multiple shipping options and rates during checkout.

For free shipping, we use USPS media mail option that takes between 4 to 7 days. Priority shipping option usually arrives within 2 to 3 days.

We use DHL or USPS (depending on shipping destination) for international orders.

Please allow 2-3 business day for order processing. Navigate to our international shipping page for more information.

Depending on the location, and local customs issues international orders can take between 7 to 25 days.

NOTE: Please allow 1 to 3 business day for order processing. 

How much does shipping cost?

Shipping is FREE when you spend $50 on domestic orders and $150 on international orders. We use USPS and offer multiple shipping options and rates during checkout. We use DHL or USPS (depending on shipping destination) for international orders.

Please allow 2-3 business day for order processing. 

What delivery options are available for non-contiguous US states and territories?

We ship via FedEx or USPS for Alaska, Hawaii, Puerto Rico and the US Virgin Islands.

Do you ship internationally? How much will it cost?

Yup! Shipping is FREE when you spend $150 on international orders. 

We have also partnered with MyUS.com. A trusted international package consolidation service. MYUS.com allows customers outside of USA to take advantage of domestic shipping rates. Click here to learn more. 

For Canada, Mexico, Western Europe and Australia we offer USPS and DHL options.

Once shipped from our fulfillment center, international packages usually take 15 - 24 business days for delivery. FYI, you could possibly face import taxes or other customs fees for your package which are not included in your order. We also offer a Fedex shipping option if you are seeking faster international delivery. 

For Eastern Europe, Asia, and Middle East we only offer Fedex or DHL Shipping.

Once shipped from our fulfillment center, international packages usually take 7 - 25 business days for delivery. FYI, you could possibly face import taxes or other customs fees for your package which are not included in your order.   

What payment methods do you accept?

We accept all major credit cards, apple pay, and paypal. 

What's your returns and exchanges policy?

Navigate over to our Returns page for more details. 

Below is our simple Returns and Exchanges Policy for all domestic order.

  • Returns are processed within 5-7 business days of package receipt
  • Refunds can only be issued to your original payment method
  • Shipping is non-refundable, except in cases where we have made a shipping error
  • Your returned item must be in the original condition
  • The following items are non-refundable: Returns received in damaged condition and Final sale items
  • Please note for international orders, shipping cost of return is the responsibility of the customer. 

What do I do if my package is lost of stolen?

If you receive this notice but the package is not in your mail box, in your apartment office, or on the doorstep, here are some things to know, organized by courier:

DOMESTIC:

What to do is your order was shipped via USPS:

  • USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
  • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
  • If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. Soothi cannot reimburse orders that were mis-delivered by the post office or lost or stolen from a property, thank you for understanding! (Read our Terms and Conditions)

What to do if your order was shipped via FedEx:

  • Allow an extra business day for your parcel to arrive. 
  • Contact FedEx because they are liable for mis-delivered mail. You can get more information here: https://www.fedex.com/en-us/customer-support/claims.html

INTERNATIONAL:

Often times, an international parcel is marked as "delivered" when it arrives to a processing facility, or as soon as the order has been processed over to the new tracking system. 

It's very common for there to be a lag in time from when the parcel is marked as "delivered" to when you are notified to pick up the parcel (this may vary with different couriers who have different COD options).  

Things to do:

  • Check your mail box daily for a notice from your local post to go pick up your parcel
  • Contact your local customs office and inquire about your delivery
  • Please note: do not contact USPS since they are not able to inquire of parcels one they reach a different country

IF YOUR PARCEL WAS DELIVERED BY ANY OTHER CARRIER:

  • Allow an extra business day for your item to be delivered
  • Contact their international hotline 

 If you have further concerns, we recommend reaching out to your local customs office, as they usually have more immediate answers regarding shipping than we do.

 

Should you have any further questions or concerns, please feel free to reach out to us! We're always happy to help in whatever way we can. We love hearing from you!

Other Questions? Email us at info@soothi.com