At Soothiq, we strive to provide fast, reliable, and efficient shipping and delivery services directly to your home. We understand the importance of receiving your order promptly and hassle-free, and we do our best to make the entire process as stress-free as possible.
By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
At Soothiq, we go above and beyond to make sure you receive your goods as quickly as possible. Your satisfaction is our top priority, and we're committed to providing you with a stress-free and speedy delivery experience!
1. General Overview
Subject to stock availability. While we do our best to keep all the models we offer and recommend in stock, global demand for this range is greater than what manufacturers can supply. This situation has been exacerbated by the COVID-19 pandemic. Hence, from time to time there may be a stock discrepancy, and we will not be able to fulfill all your items at the time of purchase.
In such instances, we will fulfill the available products to you and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund. If we do not have the product of your choice in stock, please contact us and we will try to select a suitable alternative or include you among the pre-orders.
2. Shipping Costs
Goods in stock are typically shipped the same day they are ordered, usually within 12 hours of payment completion.
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
FREE shipping applies to all electric scooters up to 20 kg (Approx 44 lbs) and for other selected products as well.
3. Returns
3.1 Return Due To Change Of Mind
Soothiq will happily accept returns due to change of mind as long as a request to return is received by us within 7 days of receipt of item and are returned to us in original packaging, unused and in re-sellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
Soothiq will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Warranty Returns
Soothiq will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Soothiq to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Overview
The delivery time depends on the shipping warehouse, the country of delivery, the weight and dimensions of the shipment, the payment method, the carrier and we indicate it in business days (excluding holidays and weekends).
4.2 Dispatch Time
Orders are usually dispatched within the same day of payment of order if the order was received before the warehouse closes; otherwise the next business day.
Our warehouse operates on Monday to Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.4 Delivery Methods
At Soothiq, we are committed to delivering your orders promptly and efficiently. To ensure the best delivery experience, we reserve the right to choose between postal services and courier services depending on certain situations. Here are some scenarios where we may opt for courier services:
Urgent Deliveries: For express or overnight shipping requests that require swift delivery.
Large or Bulky Items: For products that exceed the size or weight limits of postal services.
High-Value Items: To ensure secure handling and timely delivery of valuable products.
Remote Locations: Where courier services may offer better accessibility and delivery times compared to postal services.
Weather or Natural Disasters: In case of adverse weather conditions or natural disasters that might affect standard postal services, we may choose courier services to ensure your order arrives safely and on time.
By reserving the right to select the most appropriate shipping method, we aim to provide you with a reliable and hassle-free delivery experience. Rest assured, we will always choose the option that best suits your needs and ensures the safe arrival of your order.
4.5 Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
4.6 Delivery Time Exceeded
We always do everything in our power to get your goods to you as quickly as possible.
But it is not always and only in our hands.
Delivery times may sometimes be longer, for example in the event of transport overload, large quantity orders, strikes, border controls, courier errors, etc.
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link via email, allowing them to follow the progress of their shipment based on the latest updates made available by the shipping provider. To ensure you receive this crucial information, please provide a valid and accessible email address, and check for any updates regularly.
6. Damaged Parcels & Missed Deliveries
6.1 Parcels Damaged In Transit
If your parcel is damaged during transit, please inspect the package upon receipt and document any damage with photos or videos. As the courier is responsible for insuring parcels, you will need to file a claim with the courier. Please contact us for guidance on how to proceed.
Steps to file a claim with the courier:
Document the damage with photos or videos.
Retain proof of purchase.
Contact the courier with the necessary documentation to file a claim.
Our customer support team is here to assist you during the claims process to ensure a smooth and efficient resolution.
6.2 Missed Deliveries
If you are not home when your package is delivered, please refer to the following options to ensure you receive your parcel securely:
Tracking and Notifications: Keep an eye on your tracking number and delivery notifications to anticipate when your package will arrive.
Delivery Options: Choose a delivery option that best suits your schedule, such as requiring a signature upon delivery or scheduling a delivery time with the courier.
Alternative Delivery Locations: You may opt to have your package delivered to an alternative address, such as your workplace, a neighbor’s house, or a secure locker.
Courier Communication: Communicate directly with the courier to arrange redelivery or to hold the package at their facility for pickup. Most couriers provide contact information and options for managing deliveries.
We are here to assist you with any delivery issues. If you need further assistance, please feel free to contact us.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Soothiq encourage you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Soothiq at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier. The insurance coverage is dependent on the specific policies of the courier used, and they reserve the right to determine the extent of the insurance provided.
9.1 Process for parcel damaged in-transit
Please refer to Point 6
9.2 Process for parcel lost in-transit
In the unfortunate event that your parcel is lost during transit, please follow these steps to resolve the issue:
Contact the Courier: Reach out to the courier service using the tracking number provided to report the lost parcel. The courier is responsible for insuring parcels and will initiate an investigation to locate your package.
File a Claim: If the courier confirms that the parcel is lost, you will need to file a claim for compensation. The courier’s customer service team will guide you through the claims process and inform you of any necessary documentation.
Notify Us: Please inform our support team at support@soothiq.com about the lost parcel. While the courier is responsible for the insurance and resolution of lost parcels, we are here to support you and ensure the issue is resolved promptly.
We understand the frustration that can come with a lost parcel, and we are committed to assisting you throughout the claims process. Rest assured, we will work with the courier to ensure you receive compensation or a replacement for your lost order.
10. Customer service
For all customer service enquiries, please email us at support@soothiq.com