Shipping and Returns Policy

At SoftlyMade, we strive to ensure a smooth and delightful shopping experience for our valued customers. Please take a moment to familiarize yourself with our shipping and return policy:

Shipping Policy:

We’re proud to offer FREE international shipping to customers around the world. To make delivery as fast and efficient as possible, we work with a trusted 3PL (third-party logistics provider) that operates warehouses in the US, Canada, China, Europe, and Australia. 

We ship using trusted carriers like Canada Post, UPS, FedEx, Purolator and Sendle. Your package will usually be shipped from warehouses in Canada or in China, depending on your location. 

Shipment Processing Time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur due to factors beyond our control, such as customs clearance procedures and local postal service efficiency.

Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours, allowing you to stay informed about your shipment's progress until it reaches your doorstep.

Customs, Duties and Taxes

SoftlyMade is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, import duties, etc.).

If you're ordering from outside Canada and the US, your order may be subject to import taxes, customs duties, or additional fees once it arrives in your country. These charges are determined by your local customs office and are the responsibility of the recipient.

Whenever possible, we use Delivery Duty Paid (DDP) shipping to reduce the chance of unexpected charges. However, customs processes differ by country, and we can't always guarantee full coverage. We appreciate your understanding.

Damages

SoftlyMade is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Returns Policy

We offer a 100-day risk-free trial with free return shipping from the date your order is delivered. We strive to deliver you the best in quality and value, and if for any reason you are not satisfied with your order, we are happy to take back the product and issue you a full refund of your purchase.

Our Returns & Refunds Policy provides more detailed information about options and procedures for returning your order.

Note: Once an order has been shipped, it cannot be cancelled. If you no longer wish to keep the item, you’ll need to complete the return process to receive a refund.

Note: The shipping and return policy may be subject to change. Please refer to the most recent version on our website for the latest information.

If you have any questions or need further assistance regarding shipping-related inquiries, our dedicated customer support team is always available to help. Feel free to send us an email at info@softlymade.com. We strive to provide the best possible shipping experience for our valued customers, and we appreciate your trust in our services.