Shipping policy

Shipping Policy – SootheSense

1. Introduction

At SootheSense ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, soothsense.co.za

2. Shipping Destinations

Countries We Ship To:

  • South Africa (domestic shipping only)

Future Expansion:

We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

Domestic Shipping (South Africa):

Shipping costs are calculated at checkout based on your location and the size/weight of your order.

No Hidden Fees:

All shipping costs are calculated and displayed at checkout. There are no hidden fees.

4. Order Processing Time

Processing Time:

Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays).

Order Cut-Off Time:

Orders placed before 5:00 PM SAST will begin processing the same day.

Weekend and Holiday Orders:

Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic Shipping (South Africa):

  • Standard Shipping: 5–9 business days 

Notes:

Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, carrier delays, or logistical issues.

6. Shipping Methods and Carriers

Reliable Carriers:

We partner with trusted third-party carriers (such as The Courier Guy, Aramex, and PostNet) to ensure your package arrives safely.

Shipment Tracking:

All orders include tracking information, which will be provided via email once your order has shipped.

Insurance:

Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

Tracking Information:

After your order has been shipped, you will receive an email containing:

  • Tracking Number

  • Carrier Name

  • Link to Track Your Package

How to Track Your Order:

Visit the Track Your Order Page or  the carrier's website using the link provided in your shipping confirmation email.

Assistance:

If you have questions or need assistance with tracking, please contact our Customer Service.

8. Delivery Issues

8.1 Delayed or Lost Packages

Delayed Delivery:
If your package is delayed beyond the estimated delivery time, please contact us at Support@soothesense.co.za or call 065 921 0078.

Lost Packages:
If your tracking information indicates that your package was delivered but you have not received it:

  • Verify the shipping address provided.

  • Check with neighbours or building management.

  • Contact us for further assistance.

8.2 Damaged Packages

Reporting Damage:
If your package arrives damaged:

  • Take photos of the damaged packaging and items.

  • Contact us within 48 hours at Support@soothesense.co.za.

Resolution:
We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

Reporting Missing Items:

If any items are missing from your order:

  • Contact us within 7 days of receiving your package.

  • Provide your order number and details of the missing item(s).

Resolution:

We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

10. Return and Refund Policy

Returns:

Returns are accepted within 30 days of receiving your order.

Conditions for Returns:

  • Items must be unused, undamaged, and in their original packaging.

  • Defective, damaged, or incorrect items qualify for returns.

Return Shipping Costs:

Return shipping costs are the responsibility of the customer (not covered by SootheSense), unless the item was defective or incorrect due to our error.

Refunds:

Refunds are processed within 10 business days after receiving and inspecting the returned item. Refunds will be issued to the original payment method.

For More Information:

Please refer to our Return and Refund Policy for detailed information.

11. Incorrect Address

Address Accuracy:

Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

Returned Packages:

If a package is returned to us due to an incorrect address:

  • We will contact you to arrange reshipment.

  • Additional shipping charges may apply.

12. International Customs and Duties

Currently, we only ship within South Africa. International shipping and customs clearance are not available at this time.

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

  • Customer Service Email: Support@soothesense.co.za

  • Customer Service Phone: 065 921 0078

  • Hours: Monday–Friday, 9 AM to 5 PM SAST

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

Thank you for shopping with SootheSense!