Returns or Exchanges
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You have 7 days from the day you received your items to review, and if necessary, return or exchange your purchase from SootheBay.
Your package must be postmarked no later than 7 days from the delivery confirmation from UPS, Fedex or USPS.
It is your responsibility to return the item(s) to SootheBay with tracking confirmation for your return postage.
To complete your return, email us at SootheBay and request to return the items. All items must be mailed to our returns warehouse.
PO BOX 132
Fergus, ON, N1M 2L4
There are certain situations where only partial refunds are granted (if applicable).
- If your item is returned and the product is broken, damaged, ripped, torn, cut or if any missing items then a refund will be granted for those items that are in original condition.
- If you only return part of your items that you ordered then refund will be granted based on what you returned.
- Any item not in its original condition, is damaged, ripped, cut or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after accepting delivery.
We will always email you prior to granting a refund in these situations.
Any clothing item must be original and not worn, damaged, torn or ripped otherwise refund will not be granted.
We do not accept returns or exchanges if:
- The item(s) have been worn or washed
- The item(s) have been altered
- The item(s) are in any way defective, ripped, cut or torn from the original and saleable condition
- The item(s) do not have the original tags on them
- The item(s) were a Final Sale item
Please follow these instructions when completing a return or exchange:
- Pack the unworn and unwashed items with email confirmation or original receipt - we cannot exchange or refund without it.
- Please write in detail which items you want exchanged.
- Contact us for a return mailing address.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We typically process all refund requests within 48 hours upon receiving your package. Refunds are not issued for broken, items missing, worn, torn, cut, washed or altered items or for items that are marked Final Sale.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refunds will be issued to the original credit card used for purchase or in the form of store credit. We are unable to switch refunds to a new or different payment method other than what was originally used on your order. Shipping is non-refundable, except in cases of shipping error.
A restocking fee of $5.00 per item is applied for all returned packages
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com. We don't replace any item that is damaged, forced or broken when putting together your items.
SootheBay will send your exchanged product at no charge, one-time (domestic only). Subsequent exchanges are the responsibility of the customer.
[YOUR STORE NAME] will send you your exchanged item(s) Product within 24-48 hours of receiving your package. If the item you are looking for is out of stock, we will notify you by email or phone.
We will only perform refunds or exchanges for the following reason:
- The items you receive are the wrong size and you have already reviewed our sizing charts
You will be responsible for paying for your own shipping costs for returning your items. We do not supply a return shipping package. If you paid any shipping costs when you purchased from us this cost is non-refundable. If you receive a refund, the cost you may have paid to ship the item to you will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To request an exchange, please contact us at firstname.lastname@example.org. All returned items must be unworn and returned in their original packaging.