Shipping & Delivery Policy

We know how exciting it is to receive something you love. This policy explains how we process, ship, track, and deliver your order as smoothly and carefully as possible.

Order Processing Time

Orders are typically processed within 1–3 business days, excluding weekends and holidays.

Processing time refers to the time needed to verify your order, prepare the item, coordinate fulfillment, and transfer the order to our fulfillment or shipping partner. Processing time is separate from shipping or transit time.

During high-volume periods, holidays, product launches, supplier delays, carrier disruptions, or other circumstances outside our control, processing may take longer than usual.

Once your order has been processed and tracking becomes available, you will receive a shipping confirmation email.

Shipping and Fulfillment

We offer free tracked standard shipping on eligible orders unless otherwise stated at checkout or on the product page.

The Softmere Company is an online retail store serving customers in the United States, United Kingdom, Australia, Canada, and New Zealand.

We work with trusted domestic and international fulfillment partners to process and ship our orders. To help us offer a wider product selection, accessible pricing, and reliable fulfillment, some orders may ship from international fulfillment facilities, while others may ship from domestic or regional fulfillment facilities depending on product availability, destination country, and fulfillment routing.

Because of this, tracking may show international processing before the parcel is handed over to a local carrier in the destination country.

Final-mile delivery may be completed by carriers such as USPS, UPS, FedEx, Royal Mail, Evri, DPD, Australia Post, Canada Post, New Zealand Post, or another local or regional courier depending on the destination, carrier network, and fulfillment route.

Please note that the carrier shown during the first part of transit may differ from the final local delivery carrier.

Estimated Delivery Time

Estimated delivery times may vary depending on the destination country, product availability, fulfillment location, customs processing, and carrier network.

Estimated delivery times are typically:

  • United States: 7–15 business days after dispatch
  • United Kingdom: 7–18 business days after dispatch
  • Australia: 7–18 business days after dispatch
  • Canada: 7–18 business days after dispatch
  • New Zealand: 8–20 business days after dispatch

Delivery times are estimates only and are not guaranteed, unless otherwise stated on the product page or at checkout.

Shipping and delivery may be affected by:

  • Customs processing
  • Carrier delays
  • Weather conditions
  • Holidays
  • High shipping volume
  • Incorrect or incomplete shipping addresses
  • Local courier delays
  • International transit delays
  • Supplier or fulfillment partner delays
  • Events outside our control

We will do our best to keep customers updated, but we cannot guarantee a specific delivery date.

Tracking Information

Once your order has shipped and tracking becomes available, you will receive a shipping confirmation email with tracking details.

Tracking may take 24–72 hours to update after the shipping label or tracking number is created. In some cases, tracking may not update until the parcel reaches the next carrier facility or is handed over to a local courier.

If your tracking has not updated right away, this does not necessarily mean the order is not moving. Some carriers scan packages only at certain transit points.

International Fulfillment Notice

Some items may ship directly from our trusted international fulfillment partners. This allows us to offer a wider range of products while keeping pricing accessible for our customers.

If your order is fulfilled internationally, tracking may show processing or transit activity from outside your destination country before final delivery by a local carrier.

This does not mean your order is incorrect or unauthorized. It simply reflects the fulfillment route used for your order.

Shipping Address Responsibility

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Please carefully review your:

  • Full name
  • Street address
  • Apartment, suite, or unit number
  • City
  • State, province, county, or region
  • ZIP code or postal code
  • Country
  • Phone number, if required
  • Email address

We are not responsible for delays, failed deliveries, lost packages, returned packages, or return-to-sender issues caused by incorrect, incomplete, or undeliverable shipping information provided by the customer.

If you notice an address mistake after placing your order, please contact us as soon as possible at support@thesoftmerecompany.com. We will do our best to assist, but address changes are not guaranteed once the order has entered processing, fulfillment partner handling, shipment preparation, or transit.

Delivery Confirmation

Once the carrier confirms delivery to the shipping address provided at checkout, the order is considered delivered.

Standard shipping does not include signature confirmation unless specifically stated, offered, or purchased separately.

Carrier tracking, delivery scans, delivery photos, GPS scans, local courier records, or other carrier records may be used as proof of delivery.

If tracking shows that a package was delivered but you cannot locate it, we recommend checking with:

  • Household members
  • Neighbors
  • Building management
  • Mailrooms
  • Reception desks
  • Parcel lockers
  • Local delivery carriers

We will assist where possible, but we are not responsible for loss, theft, misplacement, or damage after carrier-confirmed delivery.

Delayed Orders

While we aim to process and deliver orders within the estimated timeframe, delays may occasionally occur.

Delays may be caused by customs clearance, weather, carrier volume, holiday backlogs, incorrect shipping details, local courier issues, supplier delays, fulfillment partner delays, or other events outside our control.

If your order is delayed, please contact us at support@thesoftmerecompany.com with your order number so we can help review the tracking status and provide available updates.

Please note that delivery estimates are not guarantees, and a delay does not automatically qualify an order for cancellation or refund once the order is already in transit.

Lost or Stalled Packages

If tracking has not updated for an extended period, please contact us so we can help review the order status with the available carrier or fulfillment information.

Depending on the situation, we may request additional time for the carrier to update the tracking or complete its delivery investigation.

If a package is confirmed lost by the carrier or fulfillment partner, we may offer a replacement, store credit, refund, or another appropriate resolution depending on the order status and available evidence.

Orders are not considered lost solely because tracking updates are delayed or temporarily unavailable.

Delivered but Not Received

If tracking shows that your package was delivered but you have not received it, please contact us at support@thesoftmerecompany.com and include your order number.

Before contacting us, we recommend checking:

  • Your mailbox or parcel locker
  • Porch, front desk, mailroom, or reception area
  • Household members
  • Neighbors
  • Building management
  • Local carrier office

Once the carrier confirms delivery to the address provided at checkout, the order is considered delivered. We will still do our best to assist, but we are not responsible for packages lost, stolen, misplaced, or removed after confirmed delivery.

Customs, Duties, Taxes, and Import Fees

Some orders may ship from international fulfillment facilities. Depending on your location, customs duties, taxes, import fees, brokerage fees, or related charges may apply.

Customers are responsible for any customs duties, taxes, import fees, or related charges imposed by their local authorities unless otherwise required by law or specifically stated by us in writing.

We are not responsible for delays caused by customs clearance, border inspection, import procedures, or unpaid customs fees.

If a customer refuses a package due to customs fees, import charges, or related costs, any refund or reshipment will be handled in accordance with our Return & Refund Policy and the actual status of the package.

Multiple Shipments

Some orders may contain items that are fulfilled separately. If your order includes multiple items, they may ship in separate packages and arrive on different dates.

If this happens, you may receive more than one tracking number.

A partial delivery does not mean the rest of the order is missing. Please check your shipping confirmation emails and tracking details for updates on each package.

Incorrect, Damaged, or Defective Items

If you receive an incorrect, damaged, or defective item, please contact us within 7 days of delivery at support@thesoftmerecompany.com.

Please include:

  • Your order number
  • A clear description of the issue
  • Photos of the item
  • Photos of the packaging
  • A photo of the shipping label
  • Any other relevant details

Once reviewed, we may offer a replacement, store credit, refund, or another appropriate resolution depending on the situation.

Please do not send any item back without contacting us first. Returns sent without approval may not be accepted.

Order Cancellations

Orders may be cancelled within 1 hour of purchase, provided the order has not already entered processing, packing, production, shipment preparation, fulfillment partner handling, carrier handoff, or transit.

After this 1-hour window, cancellation is not guaranteed because the order may already be processing with our fulfillment partner.

Submitting a cancellation request does not automatically cancel the order. A cancellation is only confirmed once our support team has reviewed the request and provided written confirmation.

If your order has already shipped or can no longer be cancelled, you may request a return after delivery in accordance with our Return & Refund Policy.

Full cancellation, return, refund, and post-shipment resolution terms are explained in our Return & Refund Policy.

Refused or Undeliverable Packages

If a package is refused, unclaimed, rejected, or returned due to an incorrect address, failed delivery attempt, unpaid customs fee, or customer refusal, we may not be able to issue a full refund.

Any refund, reshipment, or store credit will depend on:

  • The reason the package was refused or returned
  • Whether the package is successfully returned to the fulfillment facility
  • The condition of the returned package
  • Shipping, handling, customs, or return costs incurred
  • Our Return & Refund Policy

Shipping, handling, customs, and return-related costs may be deducted from any eligible refund where permitted.

Shipping Restrictions

We currently ship to the United States, United Kingdom, Australia, Canada, and New Zealand.

We reserve the right to limit, cancel, or refuse shipping to certain locations due to carrier restrictions, fulfillment limitations, legal requirements, high-risk delivery areas, or other operational concerns.

If we are unable to ship your order, we will contact you and issue an appropriate refund where applicable.

Events Outside Our Control

We are not responsible for shipping or delivery delays caused by circumstances outside our reasonable control, including but not limited to:

  • Carrier disruptions
  • Customs delays
  • Weather events
  • Natural disasters
  • Strikes or labor interruptions
  • Supplier delays
  • Fulfillment partner delays
  • Government actions
  • Public health events
  • Payment processor disruptions
  • Incorrect customer information
  • Local delivery restrictions

We will do our best to assist customers when these situations occur, but these events may affect processing, shipping, delivery, replacement, or refund timelines.

Contact Us

If you have questions about your order, shipping status, tracking, or delivery, please contact us at:

The Softmere Company
Email: support@thesoftmerecompany.com
Business Address: 2106 House Ave Suite 640, Cheyenne, Wyoming, 82801

Please include your order number and the email address used at checkout so we can assist you more quickly.

Last Updated

May 24, 2026