Last Updated: June 29, 2026

At Soothe Lab Co, we stand behind ThumbSoothe™. Because we want you to feel completely comfortable trying it, we offer a 90-Day Money-Back Guarantee on eligible orders.

If more than 90 days have passed since your order was delivered, we are unfortunately unable to offer a refund or replacement.

1. How to Reach Us

Our customer support team aims to respond within 24 hours during business hours (Monday–Friday).

Email: support@soothelabco.com

When contacting us, please include:

• Your full name and order number
• The issue or concern
• Your purchase date

Please note: only orders placed directly on soothelabco.com are eligible for our guarantee. If we cannot locate your order number, it may have been placed with an unauthorized third-party seller.

2. Return Eligibility

You are eligible for a return under the 90-day guarantee if:

• The product is a physical ThumbSoothe™ device purchased directly from our website.
• The product is in good physical condition (not broken, burned, or missing parts).
• You contact us within 90 days of delivery to request a return authorization.

Non-returnable items include:

• Free gifts, accessories, or promotional items (for example, bonus items included with a bundle).
• Digital products such as downloadable guides or e-books.
• Consumables or hygiene-sensitive items.

3. How to Start a Return

1. Email support@soothelabco.com to request a Return Merchandise Authorization (RMA).
2. Follow the instructions provided by our support team.
3. Once approved, you will receive a confirmation email with the return address and shipping guidelines.

Important: please do not return any product without an approved RMA, as our warehouse cannot process unauthorized packages.

4. Return Shipping

Customers are responsible for return shipping costs. We do not provide prepaid labels.

• Please ship via a trackable method and retain proof of delivery.
• Shipping costs are non-refundable.
• We recommend including all manuals, parts, and accessories with your return.

5. Damaged or Defective Items

Please inspect your order upon delivery and notify us within 7 days if:

• The product arrived damaged,
• It is defective, or
• You received the wrong item.

Email support@soothelabco.com with clear photo and video proof of the issue. Once validated, we will provide one of the following:

• A replacement unit (we cover the item; you cover any shipping fee), or
• A refund, depending on the case.

6. Refund Process & Timing

After we receive and inspect your return:

• Inspection takes 2–3 business days.
• Approved refunds are processed within 5–7 business days back to your original payment method.
• Your bank or card provider may take additional time to post the credit.

You will receive an email confirmation once your refund has been issued.

7. Lost or Stolen Packages

Soothe Lab Co is not responsible for packages confirmed as delivered to the address provided at checkout.

If you believe your package is lost or stolen:

1. Contact your local carrier or post office to file a claim.
2. Notify us at support@soothelabco.com and we will help with the investigation.

We cannot guarantee a full refund or replacement for lost or stolen items, but we will assist wherever possible.

8. Exchanges

We do not offer direct exchanges. If you would like a different product, please complete a return (if eligible) and place a new order.

9. Policy Alignment

This Refund & Return Policy should be read together with our Terms of Service and Privacy Policy. If any section conflicts, the more specific policy applies. Soothe Lab Co reserves the right to modify or update this policy at any time.

10. Contact Information

For all refund or replacement requests:

Soothe Lab Co
Email: support@soothelabco.com

11. Thank You

We appreciate your trust in Soothe Lab Co and are committed to helping you find comfortable, soothing relief with confidence.