Shipping policy

We want to get your kits into your hands as quickly and affordably as possible! We’ve simplified our shipping to make things easy for you:

✨ Limited Time Offer

  • Free Shipping on all US orders! Grab your favorite kits and let us handle the delivery costs.

✈️ Standard Shipping Rates

  • Hong Kong / US / Canada: Free Shipping on all orders!
  • Rest of the World: Shipping is handled on a case-by-case basis. Please reach out to us at info@soothee-store.com before placing your order so we can provide you with a custom shipping quote.

⏳ When will my order arrive?

  • Processing time: Once you place an order, our team jumps into action! Most orders are processed within 1–2 business days. During busy holiday seasons, we might need an extra day or two to get everything perfect.
  • Delivery Time: Most orders arrive within 2–5 business days once processed
    - From Hong Kong Warehouses: 1-3 business days once processed
    - From US Warehouses (all US / Canadian orders): 2–5 business days once processed
    - Other regions: emails us for details!

🏠 Getting Your Address Right

To ensure your package finds its way home, please double-check your shipping address (including apartment numbers!) before checking out.

  • Changes: Once your order is in transit, we unfortunately cannot change the delivery address or the items in the package.
  • Delivery Issues: If a package is returned to us because of an incorrect address, we’re unable to offer a full refund or a free replacement. In these cases, a $15 handling fee ($10 shipping + $5 warehouse fee) will be deducted from your refund.

🛠️ If Something Isn't Right (Damages & Issues)

We take great care in packing your orders, but we know things can happen during their journey.

  • Inspection: Please take a quick peek at your order when it arrives.
  • Problem? If your item is damaged, defective, or you received the wrong thing, just let us know within 30 days.
  • Making it Right: To help us fix the issue quickly, please send a few photos or a short video of the issue to our support team.

🔄 Returns, Exchanges & Refunds

Exchanges

The fastest way to get a different item is to return your original purchase. Once the return is processed, you can go ahead and place a new order for your new favorite!

Refunds

  • We’ll notify you as soon as we’ve received and inspected your return.
  • Approved refunds are sent back to your original payment method within 3–7 business days.
  • If you don't see the credit after 15 business days, please give us a shout and we’ll look into it for you.

📬 Lost or Missing Packages

If your tracking says "Delivered" but you can’t find your package, we recommend checking with your local post office first—they usually have the most up-to-date info. If you purchased Seel Shipping Insurance, you can file a claim directly through the tracking page for a quick resolution.