FAQ

The Soft Touch is operated by Serenity Wellness Commerce LLC, a small team founded in 2019 with backgrounds in specialty retail, e-commerce logistics, and product compliance. We're based in Austin, Texas, and the store was created to be a focused destination for massage and relaxation equipment.

We're an independent multi-brand specialist retailer, not a general marketplace. We carry a curated selection of massage and relaxation equipment from trusted brands like HoMedics, Comfier, Brookstone, and Majestic Pure. Because we concentrate on one category, we can compare products side by side and explain the real-world differences that matter when you're choosing a massager.

Every product goes through a four-point review before it appears on our site. It must come from one of the brands we carry, have a clear and verifiable model number, meet our safety and documentation requirements, and add a distinct function or price tier to our assortment. If a product generates repeated support issues or inconsistent feedback, we remove it. This keeps the catalog useful and trustworthy rather than simply large.

Our pricing reflects our operating model. We buy directly from authorized distributors, keep overhead low, and focus on a single category so our team knows the products and suppliers deeply. We don't have physical showrooms or third-party marketplace fees. That means the everyday price is already competitive, and when we run a promotion, it's a genuine saving from that regular price.

Each product carries different wholesale costs, feature complexity, warranty coverage, and shipping weight. Promotions also vary by brand family, season, and inventory level. For example, a newly launched model may not be discounted because its margin is lower, while an older model may be promoted to make room for new stock. That's why a coupon code may apply to one product but not another.

Use code SOFT15 at checkout to get 15% off eligible items. The coupon's eligibility follows checkout rules, so it won't apply to every product in your cart. If you see an item in your cart that isn't discounted, the code simply doesn't apply to that item. For questions about a specific product, just ask our pre-sales team at presales@thesofttouch.shop.

Yes. All products sold through The Soft Touch are new, in their original packaging, and sourced from the authorized supply chain for the named brand. We do not sell refurbished, open-box, or gray-market items unless a listing explicitly states otherwise. If you have reason to believe an item isn't genuine, our quality assurance team will investigate.

Incoming shipments are checked against the purchase order and our approved distributor list. We open a sample of units to inspect packaging, model labeling, and visible damage. Any pallet with signs of water damage, tampering, or incorrect carton labels is quarantined and returned. We also compare supplier data sheets with the brand's official product literature before a listing goes live, verifying model numbers, voltages, dimensions, and included accessories.

If anything seems wrong, contact us within 30 days of delivery. For authenticity concerns, send photos of the packaging, labels, serial or batch number, and the item itself, along with your order number, to quality@thesofttouch.shop. Our quality assurance team will review the evidence and may ask you to return the item for examination; we provide a prepaid label when the issue is accepted for review. If we confirm the product isn't genuine, we'll offer a full refund or replacement at your choice, and we'll cover the return shipping cost even if the normal window has passed (as long as you contact us within the published support period). For damage or defects, email aftersales@thesofttouch.shop to start a return or exchange.

Standard shipping is $8.00 per order. Orders over $45.00 ship for free. We ship to the address you provide at checkout. If your package is delayed, missing, or arrives damaged, our shipping support team is here to help – contact shipping@thesofttouch.shop.

Once your order ships, you'll receive a confirmation email with tracking information. For questions about tracking or delivery, email shipping@thesofttouch.shop with your order number. We'll check carrier updates and, if needed, open an investigation with the carrier.

You may return items within 30 days of delivery. Items should be in their original condition and packaging. Some products may require you to include the original box and accessories. To start a return, email aftersales@thesofttouch.shop with your order number and the reason for return. We'll provide instructions and, when applicable, a return label.

The fastest way is to email aftersales@thesofttouch.shop from the email you used at checkout. Include your order number, the item(s) you're returning, and whether you'd like a refund or exchange. If your item is damaged or defective, include photos so we can evaluate quickly. Our after-sales team will respond within one business day with the next steps.

Once we receive and inspect your return, we'll process the refund to your original payment method. The timing for the funds to appear depends on your bank or card issuer, but it typically takes 5-10 business days after we issue the refund. We'll send you a confirmation email when it's done.

Warranty coverage follows the product information and support guidance provided by the manufacturer. The product page includes details about what's covered and for how long. If you have a warranty question, email support@thesofttouch.shop and we'll point you in the right direction.

We process payments securely through our online checkout. You'll see available payment options at checkout. If you have questions about a payment method or transaction, contact support@thesofttouch.shop.

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM Central Time. You can email us anytime at support@thesofttouch.shop (or use the department addresses above), and we'll respond within one business day. For urgent issues, you can call +1 (512) 555-0199 during business hours. Emails sent outside business hours are acknowledged automatically and answered on the next business day.