Frequently asked questions

Shipping

Shipping Times

Once your order has been processed, it will be carefully and securely packaged and dispatched from our warehouse within 24 to 32 hours.

🇺🇸 United States: 6–9 business days

We are currently optimizing our supply chains to provide you with even faster shipping times in the future. We kindly ask for your patience and sincerely thank you for your understanding.

Shipping Costs

To provide you with a better shopping experience, we offer free shipping on every order.

Order Tracking

Once your order has been processed, you will receive an email with your personal tracking number within 2 to 3 days.
How to track your order:

1. Copy the tracking number from the email.
2. Click the „Track My Order" button.
3. Paste the number into the input field – and you're done!

You will then be automatically redirected to the current status page of your shipment.

Order

View Your Invoice

After completing your purchase, you will automatically receive an order confirmation via email.

How to access your invoice:
1. Open the order confirmation in your inbox.
2. Click the „View Invoice" field.
3. Your invoice will be displayed instantly and can be downloaded or printed if needed.

When will I receive my e-book?

Once your order has been processed, you will receive your e-book conveniently by email within 48 to 72 hours. It will be sent automatically to the email address you provided at checkout.
If you cannot find the email in your inbox, please also check your spam or promotions folder. In rare cases, our message may end up there.

Received only one item although you ordered more?

We're delighted that your first package has safely arrived – we hope you love it!
If you ordered multiple items, our shipping team may have packaged them separately to ensure the highest quality and the safest possible delivery for each individual product. As a result, your items will be sent in different packages and may arrive at different times.
Your remaining items are already on their way to you. We kindly ask for a little patience and sincerely thank you for your understanding.

Other Issues

Returning Items

Would you like to return an item? Please contact us via our contact form. We kindly ask you to carefully review our refund policy beforehand to ensure the return process runs as smoothly as possible for you.

Receiving Your Refund

All refunds will automatically be credited to the original payment method used for your purchase. The amount will be credited to your account within 6 to 10 business days.

Please note: We will initiate the refund as soon as the returned item has arrived at our warehouse and has been inspected.

Item Arrived Damaged

If your item arrives damaged, please contact the shipping carrier immediately and report the damage upon receiving the package.

Please have the following information ready when filing your claim:
- Your order number
- Photos of the damaged item and its packaging
- Any other relevant shipping details

Important Notice: Once your order has been handed over to the shipping carrier, the risk of loss or damage during transit transfers to the buyer in accordance with applicable U.S. shipping regulations. Soothivo is not responsible for packages that are lost, stolen, or damaged during shipping. Any claims for damaged or lost packages must be filed directly with the responsible shipping carrier.
For additional protection, we recommend selecting insured shipping at checkout, if available.

Other Information

Payment Methods

You can pay conveniently and securely using the following payment methods:

PayPal
Visa
Mastercard
American Express
Google Pay
Apple Pay
UnionPay

We are currently working on integrating Afterpay as an additional payment option for our customers. This feature will be available soon – thank you for your patience.

Customer Support Availability

Our support team is available for you from Monday to Friday. You can easily reach us through our „CONTACT" page.

We strive to respond to every inquiry within 24 hours to resolve your concern as quickly as possible and to your complete satisfaction.