Refund policy

We offer a 100% money-back guarantee on all products that are defective or damaged during shipping or if we ship you the wrong size. Just let us know and send pictures, and we will send you a new one or refund you instantly.

Most of our products are intended for personal use and involve direct contact with parts of the body, therefore cannot be re-used by another individual. That's why we have decided that you must report the return up to 48 hours after receiving the products.

Please make sure you select the right color/size

How do I cancel my order?

If after placing your order, you realize you’ve made a mistake or no longer want the order, then we can process a cancellation. Please reach out to us at, and if the order hasn’t shipped yet, we should be able to cancel your order and process a refund for you. Usually, we ship out every afternoon except weekends. 

There is a $6.99 restocking fee for every order cancellation since we have a staff 24/7 to handle any request from our customers so please make sure you place an order after you are 100% sure for the purchase.

Once your order has been shipped it is too late to cancel your order.

How do I change my order?

You can email us at to change your order. If the order has been shipped, we are not responsible for the order you made. We will ship you exactly what you ordered at the exact address you entered.

Lost or missing order

If the address you entered is wrong or you made a mistake during the checkout, Sootheez is not responsible for any lost or missing order or any returned to the sender orders since we use a third-party company to fulfill the order, and the order doesn't return to our Chicago offices. Please make sure you enter the correct name,  address, city, state, postal code, apt number, and country. If any of them is missing, then you are not eligible to apply for a refund.

Refunds and Exchanges

To be eligible for an exchange on defective or damaged products, you must first email us within 48 hours of receiving the products at with proof (picture or video) of the defective/damaged items, and we will send a replacement item immediately.

Once proof of damaged products is obtained, you may be eligible for a full or partial refund or replacement of the item, depending on the extent of the damage. 

Please note that You will be responsible for covering the shipping costs for returning the item if required.

Depending on the shipping method and courier selected, your return package may take several days to reach us, so please keep your proof of postage.

Once your returned item is received, we will issue you a full or partial refund of the purchase price. Please do not ship the return to the address the package is shipped from. We use a third-party fulfillment center to ship packages.

Contact us and apply here for damaged/defective product returns/refunds.

Lost or Stolen Packages

Sootheez. is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an orderUpon inquiry, Sootheez will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale/Promotional items  (if applicable)
Only regular-priced items may be refunded/returned. Unfortunately, sale and/or promotional items cannot be refunded/returned.