Refunds

We are sure you will love your product, but we value customer satisfaction above all else. If you are unsatisfied with your product, we can offer a full refund of the product if you contact us at shop@thesootheandsync.com within 30 days of your purchase date. 

Here's what we need from you:

• Proof of purchase through a receipt, confirmation email, or other method. 

• A picture of the product(s) ordered you would like refunded.

• A short explanation of the reasoning behind your request. We require this so that we can better understand where the dissatisfaction came from. Whether it was with the product, the buying process, or another reason, this will help us to better assist future customers & provide a positive shopping experience for everyone who shops with us!

Once this information has been reviewed by our customer service team, we will issue you a full refund of the product(s) at the price it was bought at.

• We cannot offer refunds on orders that are still in transit or have not been delivered yet, unless the order has been lost in transit by the time the 30 day period is reached.

• Our estimated delivery time is 6-14 days after your purchase date, so reach out to our customer service team if you are tracking your order and have not seen it delivered yet. 

Visit our returns page for information on how you can return your order if you change your mind about using the product.

As an alternative to refunding you for the product, you can choose from two additional options.

• Send a replacement of the product you're unsatisfied with.

• Send your choice of a different product from our store of equal or lesser value.

Our exchange policy last 30 days. If 30 days have gone by since the date of your purchase, we unfortunately cannot offer you an exchange. Goods that are exempt from being returned include featured promotional products or any products that are purchased through another site that is not owned by The Soothe & Sync. Customers will have to contact the promoted or sponsored site directly.

There is often some processing time before a refund is posted. Please allow 3-5 days for the money to be returned to your financial institution after your refund request is accepted. If you haven’t received a refund yet;

• Check your bank account or credit card company.

• Contact your financial institution about the status of your refunded transaction.

If you have gone through these steps and still have not received your refund, please contact us at our email shop@thesootheandsync.com or on our contact page.

Cancelled Orders

**Some actions may flag your order in our system if activities tracked are similar to fraudulent orders. These include, but are not limited to, multiple attempted payments, multiple cards being used, billing and shipping addresses not matching up, IP addresses not matching with the billing and/or shipping addresses, and names not matching with the card, billing address, or shipping address used. This is to protect both us and our customers from being a victim of fraud and is for safety reasons. We may ask you for additional information to be provided to complete your order if your order is flagged, or you might need to put a new order through with another payment method. The money will be returned to your account and does not technically count as an order unless the payment has been captured. We will not hold your money for more than 3 days while we attempt to come to a conclusion and reach out to the customer before cancelling the order. Thank you for your understanding!

Damaged Goods Policy

If your item was damaged during shipping, we are more than happy to send you a replacement free of charge. Just reach out to our customer service team at shop@thesootheandsync.com & we will assist you!