Shipping policy

Shipping Policy

We want you to know exactly what to expect when you order from Soft Hours. This policy explains where we ship, how long it takes, what it costs, and what happens if something goes wrong along the way. Written plainly — because a shipping policy doesn't need to read like a contract.

Where we ship

We currently ship to the following regions:

  • United States (all 50 states, including Alaska and Hawaii)
  • Canada
  • United Kingdom
  • European Union (all member states)
  • Australia and New Zealand

If your country isn't on this list and you'd like to order, email us at hello@softhoursco.com. In some cases we can arrange shipping to other destinations on a case-by-case basis.

Processing time

Orders are processed within 1–2 business days of being placed. "Processing" means we confirm your order, verify payment, and prepare your TheraWrap for dispatch.

Orders placed on weekends or public holidays begin processing on the next business day. We don't dispatch on Saturdays, Sundays, or public holidays in our fulfillment partners' regions.

You'll receive an order confirmation email within minutes of placing your order, and a separate shipping confirmation email with tracking information once your package leaves the warehouse.

Shipping times

Shipping times below are estimates based on the date your order is dispatched, not the date you place the order. Add 1–2 business days of processing time to estimate total delivery time.

Standard Shipping:

  • United States: 7–12 business days
  • Canada: 8–14 business days
  • United Kingdom: 7–12 business days
  • European Union: 8–14 business days
  • Australia and New Zealand: 10–15 business days

Priority Shipping (when selected at checkout, where available):

  • United States: 3–5 business days
  • Other regions: 5–8 business days

These are estimates, not guarantees. Carrier networks occasionally experience delays from weather, peak seasons, customs processing, or local conditions. The vast majority of orders arrive within the estimated windows, but we're being honest that occasional delays do happen.

Shipping costs

Standard shipping is free on orders over $50. Orders below $50 are charged a flat standard shipping rate calculated at checkout based on destination.

These are estimates, not guarantees. Carrier networks occasionally experience delays from weather, peak seasons, customs processing, or local conditions. The vast majority of orders arrive within the estimated windows, but we're being honest that occasional delays do happen.

Shipping costs

Standard shipping is free on orders over $50. Orders below $50 are charged a flat standard shipping rate calculated at checkout based on destination.

Priority shipping, where available, is calculated at checkout and added on top of the standard rate. Priority is offered as an option, not a default — you'll see it as a selectable shipping method during checkout.

All shipping costs are shown clearly at checkout before you pay. There are no hidden handling fees or surprise charges added later.

Tracking your order

Once your order ships, we email a tracking link to the address you used at checkout. The tracking number usually becomes active within 24 hours of dispatch — if it shows "label created" but no movement for the first day or two, that's normal.

If you haven't received a shipping confirmation email within 3 business days of placing your order:

  1. Check your spam or promotions folder
  2. Confirm you used the correct email at checkout
  3. If neither resolves it, email us at hello@softhoursco.com and we'll resend it manually

You can also check the status of your order any time by logging into your account on SoftHoursCo.com.

Customs, duties, and import taxes

For orders shipped outside the United States, customs duties and import taxes may apply depending on your country's regulations. These charges are the customer's responsibility and are not included in the price you paid us or in the shipping cost.

We declare all shipments accurately and at the true purchase value. We cannot mark shipments as "gifts" or undervalue them to reduce duties — this is illegal in most countries and risks the package being seized.

If you refuse to pay customs duties when contacted by your local carrier, the package will typically be returned to us or destroyed by customs. Returned packages can be refunded minus the original shipping cost, but destroyed packages cannot be refunded. We recommend checking your country's import threshold before ordering if you're concerned about duties.

Incorrect or incomplete addresses

Please double-check your shipping address before completing your order. Once an order has been dispatched, we cannot redirect it to a different address.

If your order is returned to us due to an incorrect address, refusal of delivery, or being unclaimed at a pickup point, we'll contact you to arrange reshipment. Reshipping costs will be the customer's responsibility, as the original shipment was fulfilled correctly on our end.

If you realize you've made an address mistake within an hour or two of placing your order, email us immediately at hello@softhoursco.com. If the order hasn't been dispatched yet, we can usually correct it. Once dispatched, we can't.

Lost packages

If your tracking shows your package as delivered but you haven't received it:

  1. Check around your delivery location — porches, mailboxes, with neighbors, with building reception
  2. Wait 24–48 hours — packages occasionally show "delivered" before actually arriving
  3. Contact your local carrier (USPS, Royal Mail, Canada Post, DHL, etc.) with your tracking number — they can sometimes locate misdelivered packages

If your package still cannot be found after 48 hours from the "delivered" timestamp, email us at hello@softhoursco.com with your order number. We'll work with the carrier to investigate, and if the package is confirmed lost in transit, we'll send a replacement at no cost to you.

Significantly delayed packages

If your package hasn't arrived within 20 business days of dispatch (well beyond the estimated window), email us. By that point, the package is either stuck somewhere it shouldn't be or genuinely lost. Either way, we'll sort it out — usually by sending a replacement and chasing the carrier separately.

Damaged packages

If your package arrives visibly damaged:

  1. Photograph the package before opening it (the outside)
  2. Photograph the contents once opened
  3. Email both sets of photos to hello@softhoursco.com within 48 hours of delivery

We'll arrange a replacement promptly. Photos are required because we need to file a damage claim with the carrier — without them, our hands are tied.

If shipping speed is critical for you (a gift with a deadline, for example), email us before ordering and we'll confirm realistic timing for your specific destination.

Contact

For any shipping-related questions, write to hello@softhoursco.com. We reply within 1–2 business days, Monday through Friday. A real person reads every email.

Soft Hours
SoftHoursCo.com