Shipping Policy

Shipping Policy

Last updated: August 23, 2026

Shipping Policy

The Soft Touch (thesofttouch.shop) is an independent multi-brand specialist retailer offering a curated selection of massage and relaxation equipment from trusted brands such as HoMedics, Comfier, Brookstone, and Majestic Pure. We are committed to clear support and reliable shipping for every order.

Shipping charges and free shipping

All shipping charges are in US dollars (USD). Shipping fees and the free shipping threshold are calculated at checkout.

• Standard shipping: a flat $8.00 per order.
• Free shipping: orders over $45.00 ship free. Orders at or below $45.00 pay the standard $8.00 shipping fee.

Order confirmation and address accuracy

After you place an order, you will receive an order confirmation by email. Please review your delivery address carefully when the confirmation arrives, since accurate address details help ensure timely delivery.

If you need to change or cancel your order before it has been dispatched, contact our general support team at support@thesofttouch.shop and include your order number or the email address used at checkout. Our shipping support team can also assist with address changes before your order ships.

Tracking and shipment status

Once your order is dispatched, you will receive a shipping confirmation with tracking information so you can follow its progress. If an order is split into multiple packages, each package is assigned its own tracking number and ships with its own confirmation. Your shipping confirmation and carrier tracking provide the most current delivery timing information.

If tracking shows no movement, or if a package is marked as delivered but has not arrived, contact shipping@thesofttouch.shop. The shipping support team will review the carrier updates and, if needed, open a carrier investigation.

Delays and carrier events

Carriers occasionally experience delays or service events outside of our control. If your shipment is delayed, missing, or misdelivered, email shipping@thesofttouch.shop with your order number and tracking number if available. The team will check the shipping status, open a carrier investigation when appropriate, and provide you with a reference number and the expected next step.

Failed delivery and returned packages

If a delivery attempt is unsuccessful, the carrier may return the package to the sender. If a package is returned to sender, the case is escalated to primary support to decide next steps, and our team will be in touch with you.

Missing or damaged packages

If a package is lost or damaged by the carrier, our shipping support team will arrange a replacement or refund according to this shipping policy. When contacting us, please include your delivery address and details about where the package was left.

What to include when you contact us

To help us resolve your request quickly, please have the following information ready:

• Order number or the email address used at checkout.
• Tracking number, if available.
• Delivery address and details about where the package was left.
• Product name or link, and a description of the issue, if your inquiry is product-specific.

Contacting support

Customer support is available by email.

• General support: support@thesofttouch.shop. Our team handles order status, payment, account questions, order changes and cancellations before dispatch, returns, exchanges, refunds, and initial troubleshooting for product setup and use.
• Shipping support: shipping@thesofttouch.shop. Our dedicated shipping team investigates delayed, missing, or misdelivered packages; assists with address changes before shipment; resolves carrier tracking and proof-of-delivery questions; and coordinates reshipments or refunds for lost or damaged shipments.

When you email us, we acknowledge receipt and review your order context, resolve the request when possible, and transfer the case to the appropriate specialist department when needed. We follow up after the resolution to confirm you are satisfied.

Business hours: Monday through Friday, 9:00 AM to 6:00 PM Central Time (CT), with adjustments for daylight saving time.

Response times: We respond within one business day. Emails sent outside business hours 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.

Escalation

If your case is beyond policy or requires a supervisory decision, we escalate it to the operating company's customer experience manager within one business day.

Returns and warranty

Returns are accepted within 30 days of delivery. Please see our Return Policy for details on how to start a return.

Warranty follows product information and support guidance.

Merchant information

The Soft Touch is operated by Serenity Wellness Commerce LLC, the legal merchant of record for this storefront.

The Soft Touch
1234 Serenity Lane, Suite 200
Austin, TX 78701
United States

Phone: +1 (512) 555-0199

We accept credit cards and PayPal.