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SHIPPING
Every SOFTIE order is packed with care, using reused and recycled materials.
Please allow 3-5 business days for your order to ship. Shipment notifications and tracking information will be sent via email, once your package is en route.
All orders ship via USPS FIRST CLASS, USPS PRIORITY, or USPS GROUND.
Please be certain that your email and mailing addresses are entered correctly when placing your order! SOFTIE is not responsible for lost or delayed packages due to incorrect address information.
NON-US CUSTOMERS
International orders are shipped via United States Postal Service First Class Mail, which can take up to three weeks to arrive. However, please bear in mind that, due to the unpredictability of the postal system and the customs process in your country, SOFTIE cannot guarantee that your package will arrive within this time frame.
Please be aware that there may be additional customs charges, taxes, or fees to receive the package in your country. Any additional charges due to customs are the responsibility of the recipient. Once the package leaves my studio, I am not able to access any information beyond what is available on the USPS tracking page.
RETURNS
I do my very best to accurately represent my pieces in the photos, measurements, and descriptions you see in my shop. Please carefully read the product page before placing your order. Because this is an extremely small business, I cannot provide refunds except in the event of a mistake on my part, or the item being damaged on its way to you.
If your item arrives undamaged, but you are unhappy with your purchase, reach out to hi[at]softie.biz. I will help you through the process of returning the piece to me, and I’ll provide you with store credit for the value of the item as soon as I get it back.
I can only accept unused pieces in their original packaging within 30 days of purchase. You will be responsible for the cost of shipping, and for ensuring that the item is not damaged on its way back to me.
REFUNDS
If your item is broken or damaged during the shipment process, please take a photo, and email it, along with your order number, to hi[at]softie.biz. I will process a refund for the item, and I can also help you find a different piece. I am unable to refund the cost of shipping.
Please make sure to reach out to hi[at]softie.biz within 30 days of purchase, as any refund requests made outside of this period will not be possible.
BREAKAGE
Life is messy and accidents happen! If you’ve been living with a SOFTIE piece that has gotten damaged from an enthusiastic elbow, natural disaster, or any other earthly reason, just send a picture to hi[at]softie.biz. I will give you a 40% off discount code to use on a similar item.
You will be responsible for the cost of shipping the item both ways.
LOST PACKAGES / STOLEN PACKAGES / WRONG ADDRESS
SOFTIE is not responsible for items that are late, lost, stolen, damaged, or returned to the studio due to being provided the wrong shipping address.
Once I drop your order off at the Post Office, the status of your package is unfortunately out of my hands, and I have no way of accessing information that is not already noted in the tracking information you received.
If you provided the correct address, but you are concerned that your item has been lost or stolen during the shipping process, please start a claim with the mail carrier by visiting this page.
In some cases, I may be able to send a replacement item. You will be responsible for any reshipment fees.
Due to the smallness of this operation, SOFTIE cannot be lenient about the policies listed above. Thank you for understanding, and for supporting this project.
Please reach out with any questions to hi[at]softie.biz.