Shipping and Delivery

Last updated: October 29, 2026

Every order is packed by hand and ships from our studio in Oakland, California.

Processing

Orders take 1 to 3 business days to process before they ship. Tracking takes 24 to 48 hours to start updating after you get the notification, so an idle tracking number on day one is normal.

Custom and personalized orders have their own production timeline, quoted at the time of the order.

US shipping

Shipping cost depends on destination and order weight, and is calculated at checkout. Transit times below are counted from dispatch, not from when you placed the order.

Service	Transit time
USPS Media Mail	7 to 10 days
USPS Ground Advantage	5 to 8 days
USPS Priority	2 to 3 days
UPS Ground	4 to 5 days
UPS 2 Day	1 to 3 days

Free shipping

We offer free shipping on US orders over $50 during promotional periods. Free shipping ships USPS Media Mail, 7 to 10 days. Alaska and Hawaii are not included in free shipping promotions.

Alaska, Hawaii, Puerto Rico, and the US Virgin Islands

We ship to all four via USPS. Rates are calculated at checkout. Allow an additional 3 to 7 days beyond the transit times above.

International shipping

Orders are processed within 1 to 3 business days.

Service	Transit time
USPS International Mail	5 to 28 days
UPS or DHL	2 to 15 days

We recommend UPS or DHL for the Middle East, Asia, Eastern Europe, and Central and South America, where USPS transit times are least predictable. The carrier is assigned by service level at checkout.

Where we ship

We ship to the United States and to selected countries. We do not currently ship to the European Economic Area or the United Kingdom. The country selector at checkout shows where we deliver.

Duties and taxes

You are responsible for all duties, taxes, and customs charges on an international order. These are set by your country, not by us, and the carrier or customs authority collects them on delivery. We cannot calculate them in advance and we do not refund them.

A package refused or abandoned at customs is treated as a change-of-mind return, and international orders are final sale.

Returns on international orders

International orders are final sale. See our Return and Refund Policy for what happens if an order arrives damaged, defective, or incorrect.

Package forwarding services

Some customers in countries we do not ship to use a third-party package forwarding service that provides them with a US address. We are not associated with any such service and we do not recommend one.

If you choose to use a forwarding service, our responsibility ends at the US address you give us at checkout. We ship to that address and our lost and stolen package terms below cover that leg. Once the parcel is with the forwarder, their terms govern everything after, including loss, damage, insurance, duties, and compliance with your country's import rules.

Holiday shipping

Carriers slow down between late November and the end of December. To arrive by December 24, order at least:

• 15 days ahead for USPS Media Mail and Ground Advantage
• 7 days ahead for USPS Priority
• 7 days ahead for UPS Ground
• 5 days ahead for UPS 2 Day
• 25 days ahead for international orders
• 7 days ahead for custom and personalized orders, depending on the shipping service you choose

These windows are tentative. They are our general guidance, not carrier guarantees, and they can shift from year to year as carriers set their own holiday schedules. Studio closures, production timing, and carrier announcements can move them as well.

Please watch for the exact dates each season. We post them on this page, in the banner at the top of the site, and by email before the holidays. Those announcements take priority over the windows above.

Peak-season delays are outside our control and we do not refund orders or shipping charges because a package arrived later than estimated.

Lost, stolen, and delayed packages

Tracking says delivered but the package is not there

Carriers often scan a package as delivered up to a day before it arrives. Before contacting anyone:

• Check porches, side doors, garages, mailrooms, and with neighbors
• Wait one more business day

If it still has not arrived:

• USPS: call your local post office directly, not the national hotline. The local office is the one that can physically look for your package and speak to the carrier who scanned it.
• UPS: contact UPS to open a claim.

Then email hello@soothi.com within 14 days of the delivery scan with your order number, and we will file a claim on our side and send you the mailing record you need to file your own. Please do not wait: USPS will not accept a claim more than 60 days after the mailing date.

We are not able to reimburse orders stolen from a property after a carrier has confirmed delivery to the correct address. If a carrier claim is approved we pass the full amount to you.

Tracking stopped moving

We treat a package as lost in transit when tracking has not updated for 10 business days domestically, or 30 calendar days internationally. That is a different situation from a stolen package, and we cover it. Email us and we will file a claim and refund the order in full, including shipping, or send a replacement if you prefer.

International packages

International parcels sometimes show as delivered before you have them. Check your mailbox daily for a pickup or customs notice, since many countries hold parcels at a local office rather than attempting delivery. Contact your local customs office, and the carrier's international hotline if the carrier was not USPS. USPS cannot help once a parcel has left the United States.

Incorrect addresses

We ship to the address given at checkout. Please check it before ordering. If a package comes back to us because the address was wrong or incomplete, we will reship it once you pay the new shipping charge and give us a corrected address.

If we do not hear from you within 30 days of a package coming back to us, we will refund the product price, less the original shipping charge, and return the item to stock.

Damaged packages

If your order arrives damaged, email hello@soothi.com within 14 days of delivery with photos of the item and the packaging. We will replace or refund it, including shipping. Full terms are in our Return and Refund Policy.

Shipping charges are not refundable

Shipping and handling paid at checkout goes to the carrier when your order is dispatched, so it is not included in a refund. The exceptions are a return caused by our error, a damaged or defective item, a package lost in transit, and an order canceled before it ships, where we refund shipping too.

Reselling

Our products are sold for personal use and through authorized retail partners. Unauthorized reselling is not permitted, and we may cancel an order we believe is placed for resale, without notice.

Wholesale

If you are a retailer interested in carrying Soothi, see soothiwholesale.com or write to hello@soothi.com.

Questions

Email hello@soothi.com or call 510.288.7845.