Contact

Welcome to The Soft Touch. Whether you need help with an order, have a question about a product, or need support after your purchase, our team is ready to assist. This page explains the best way to reach us, what to include in your message, and what happens next.

Store Identity and Operating Entity

The Soft Touch is an independent multi-brand specialist retailer of massage and relaxation equipment. We curate products from trusted brands such as HoMedics, Comfier, Brookstone, and Majestic Pure to help you compare features and find the right fit for your needs.

The storefront is operated by Serenity Wellness Commerce LLC, a privately held limited liability company registered in the United States. Serenity Wellness Commerce LLC serves as the legal merchant of record for The Soft Touch and is responsible for all transactions, customer commitments, and regulatory compliance associated with the store.

Mailing address: 1234 Serenity Lane, Suite 200, Austin, TX 78701, United States
Phone: +1 (512) 555-0199
Primary support email: support@thesofttouch.shop

Business Hours and Response Times

Our shared service window is Monday through Friday, 9:00 AM to 6:00 PM Central Time (CT), with adjustments for daylight saving time. Emails sent outside this window receive an automatic acknowledgment with a reference number, and are answered on the next business day. On weekends and holidays, the next business day may be the following Monday.

Most inquiries receive a first response within one business day. If your request is urgent, please include “URGENT” in the subject line, and we will prioritize it accordingly.

Primary Support

For general questions about orders, payments, account details, product setup, or anything that doesn’t fit below, email support@thesofttouch.shop.

Our primary support team handles:

• Order status, payment, and general account questions
• Order changes and cancellations before dispatch
• Returns, exchanges, and refunds under our published return policy
• Initial troubleshooting for product setup and use

When you write, please include your order number or the email used at checkout, the product name or link, and a description of the issue. The team reviews each message, resolves what it can directly, and transfers the case to a specialist if needed. You’ll receive an acknowledgment, a resolution or an update, and a follow-up after the case is closed to confirm you’re satisfied.

Specialist Departments

For faster help, you can write directly to the department that matches your request. Each team has a specific focus and response time.

Pre-Sales Support

Email: presales@thesofttouch.shop
Best for: Product questions, feature comparisons, and compatibility checks.

Our pre-sales team answers questions about product features, helps you compare models and brands, clarifies what’s included in the box, and provides honest guidance based on your use case and budget.

Expected first response: Same business day when received during service hours; otherwise by the end of the next business day.

To help us help you: Include the product name or link, your primary use case (e.g., back pain, foot massage, gift), and any budget range or feature preferences.

They’ll ask a few clarifying questions if needed, recommend one or two options with clear reasoning, and respect your decision without pressure.

After-Sales Support

Email: aftersales@thesofttouch.shop
Best for: Order changes, cancellations, returns, exchanges, and refunds.

This team handles post-purchase requests: order changes before dispatch, returns within the 30-day window, refunds, missing/damaged items, and price adjustments.

Expected first response: Within one business day.

To help us help you: Have your order number, the item(s) involved, and photos of any damage or defect ready.

They verify the order, coordinate with the fulfillment team, issue return labels or instructions, and track the return until your refund or replacement is confirmed.

Quality Assurance

Email: quality@thesofttouch.shop
Best for: Product quality complaints, suspected defects, and authenticity concerns.

Quality assurance investigates product issues, verifies product provenance, and works with suppliers to correct batch or listing problems. If you believe an item is defective or not authentic, this is the place.

Expected first response: Within two business days.

To help us help you: Include your order number, the product model and any serial or batch number, clear photos or videos of the issue, and a description of when and how it occurred.

Each case is acknowledged with a quality case number, compared against order and supplier documentation, and may involve a prepaid return for examination. Safety-related issues are escalated to management and the brand’s quality contact within one business day.

Legal and Privacy

Email: legal@thesofttouch.shop
Best for: Privacy requests, opt-out requests, legal notices, and data handling questions.

This department responds to privacy requests such as access, correction, and deletion; handles opt-out and unsubscribe requests; receives and processes legal notices; and answers questions about our data practices.

Expected first response: Within three business days.

To help us help you: Provide your full name, the email address you used with the store, and a clear description of your request. For legal notices, include the relevant case or order number.

We verify identity before acting on privacy requests and route formal legal matters to the operating company’s designated contact or outside counsel as appropriate.

Shipping Support

Email: shipping@thesofttouch.shop
Best for: Delayed, missing, or misdelivered packages; tracking questions; address changes before shipment.

Our shipping team checks carrier updates, opens investigations when tracking shows no movement, and arranges replacements or refunds for lost or damaged shipments.

Expected first response: Within one business day.

To help us help you: Include your order number, tracking number (if available), and the delivery address.

They’ll provide a reference number and the next expected step, and escalate to primary support if a carrier investigation exceeds the standard time.

Escalation and Follow-Up

If your case requires a decision beyond standard policy, it is escalated to the operating company’s customer experience manager within one business day. We follow up after resolution to confirm you’re satisfied. Formal legal matters and safety-related issues are escalated to the appropriate management or counsel without delay.

Store Policies at a Glance

For shopping convenience, here are quick facts about our policies:

• Shipping: Free shipping on orders over $45.00; standard shipping is $8.00.
• Returns: Accepted within 30 days of delivery.
• Warranty: Warranty follows the product information and support guidance provided with each item.

These details are also covered on the product pages and order confirmation emails. For any question, the contact methods above are the fastest way to get an answer.