Frequently asked questions
How can I contact customer service?
We are here to help before, during and after your purchase! You can reach us via：
- Email: info@shoothee-store.com
- Leave us a message through contact us page
Where do you ship to?
Our warehouses are primarily located in the US, therefore our US orders can usually be fulfilled in 3-5 business days once processed.
We also ship globally. The orders can usually be fulfilled in 7-12 business days once processed.
When will I receive order notifications?
We’ll keep you updated at every major milestone of your DIY journey! You can expect an email from us:
- Order Confirmation: Sent immediately after your purchase to verify your order details.
- Shipment Confirmation: Sent once your package leaves our warehouse, including your carrier info and
tracking number.
Helpful Tip:
If these emails don’t land in your inbox, please take a quick peek at your spam or "Promotions" folder. If you still don't see them, don't hesitate to reach out to our team for assistance!
How do I track my order?
Once your kit ships, you will receive a confirmation email with a tracking number. You can also monitor your delivery status in real-time directly through our Track Your Order page.
How can I make a change to the order?
If you need to cancel, refund or modify your order, please contact us at info@soothee-store.com within 24 hours of your purchase. We’ll do our very best to help you out!
Please note that once an order has shipped, it is already on its way to you and can no longer be modified or cancelled.
How long will I receive the order?
We know you're eager to start building! Here is the expected timeline for your Soothee order:
- Processing Time: Every kit is carefully prepared and dispatched within 1–2 business days of receiving your order.
- Shipping Time:
Hong Kong: 1–3 business days.
United States & Canada: 3–5 business days.
Rest of the World: 7–12 business days.
How do I return an item?
We want you to be completely happy with your new kit! If you change your mind, we offer a 30-day return policy for items in their original, unopened packaging and condition.
- Shipping: Please note that the return shipping fee is covered by the customer.
- Important: To ensure your return is processed correctly, please do not send packages back directly; reach out to us first, and we will provide you with the next steps.
What’s inside the box?
Every Soothee kit is designed to be a complete, all-in-one crafting experience! Inside your package, you will find:
- Precision-cut wooden pieces and pre-painted stickers.
- Charming miniatures and LED lighting to bring your scene to life.
- A step-by-step instruction guide to lead you through the build.
- Glue is also included for your convenience (except for some rare situations), so you can start building right away!
What if a part is missing or damaged?
Don't let a missing piece stall your creativity! If you find a component is missing or arrived damaged, we’ll get you back on track with these easy steps:
- Email us at info@soothee-store.com.
- Attach a photo of the specific components that need to be replaced.
- We will process and ship your replacement order within 3 business days!
What kind of payment method do youaccept?
We offer a variety of safe and secure ways to pay for your next project, including:
- Major Credit Cards: Visa, Mastercard, AMEX, UnionPay, and more.
- Express Checkouts: Shop Pay, Apple Pay, and Google Pay.
- Trusted Gateways: PayPal.
Are Your Toys Tested For Safety?
Absolutely, safety is our top priority. We take rigorous measures to ensure that all our toys meet or exceed the highest safety standards set by regulatory authorities.