How do I use my Soothie° for hot therapy?

Always begin by removing the patented Soothie° Hot & Cold Element Packs from the cushion's pocket.

Inspect the element pack to ensure the exterior is clean and free of any signs of damage like rips, tears, punctures, discolorations, or leaks.

You can either warm the element by heating it in a CLEAN microwave oven or by submerging it in hot water. IMPORTANT! If the element was frozen make sure it thaws to room temperature completely before you try to heat it.

If you're using a microwave make sure the element doesn't touch the sides of the microwave. If it's a 1000 watt microwave or less heat it for up to 3 minutes. If the microwave is more than 1000 watts, heat the element for 2 minutes. If you're not sure, start with the shortest time and then gradually increase the amount of time you use.

If you're using a kitchen sink or a large basin, pour just enough hot, just-boiled water into the sink or basin to completely cover the Soothie° element. Carefully submerge the element in the hot water and leave it for 5 minutes. Remove and dry with a clean, soft cloth.

After heating, you can carefully remove the element from the microwave, or sink/basin, and insert it into the cushion pocket.

How do I use my Soothie° for cold therapy?

Always begin by removing the patented Soothie° thermapeutic element from the blue mesh case inside the cushion pocket, Inspect it to ensure the exterior is clean and free of any signs of damage, such as punctures, rips, tears, discoloration, or leaks.

Then, place the Soothie° thermapeutic element flat in your freezer for at least 6 hours. Remove and rinse with warm water to remove any ice accumulated on the outside. If the frozen element is too rigid to fit comfortably against your body, immerse it in warm water for a few minutes, or until it reaches the level of pliability you prefer.

Dry the element with a clean, soft cloth, then insert it into the blue mesh case in pocket.

Do you offer free shipping?

We offer free shipping anywhere in the United States. Expect to see it within 7 days of your order if you ordered it in the United States. International customers should see it within 21 business days. Keep in mind Soothie° is not responsible for any customs, duties, or import fees associated with your order.

There are caveats: Soothie° can't be held responsible for any delivery delays incurred by your postal carrier. That's out of our control. But we will do everything in our power to help you get your Soothie° as quickly as possible.

What's your returns and refunds policy?

For returns, please complete our return form and send us your like-new Soothie° in its original packaging, including all printed inserts, within 30 days from the receipt of your shipment. Once we receive your return and inspect it, we'll issue a refund, minus shipping costs and a 15% restocking fee.

We provide refunds the same way initial payment was made. For example, a Visa payment would be refunded directly to your Visa.

Please note: exchanges and returns must be in their original packaging and in re-sellable condition. We can't accept returns if your item arrives damaged, or issue a refund if your package is lost when you ship it back to us.

What if there's a problem with the product?

We want you to love your Soothie°, and we're obsessed with quality. That's why every Soothie° goes through two quality assurance checks.

If you receive a defective product please email info@soothiecushion.com with photos of the defect so we can take care of you! In most circumstances we'll exchange the defective item for a brand new one.

Of course, if you caused the defect through improper use or care we would not be able to issue you a new Soothie°, or offer a refund.

What if I need to change or cancel my order?

Our system automatically processes your order almost immediately after you make your purchase. It's not possible for us to cancel or change your order before it's fulfilled.

If you make an order you wish to cancel you may either start a return and mail the order back after you've received it, or refuse the package when it's delivered. To refuse the package, just write "Refuse: Return to Sender" on the unopened package and then give it back to your postal carrier.

What happens if my package is damaged?

This is rare, but please contact us within 7 days of receiving your package. Please hold on to the original packaging.

What do I do if my package is lost or late?

If you've been waiting patiently and it's been longer than the timelines listed above, please be sure to contact us to make a lost package claim within 20 days for US orders and within 28 days for international orders.

Keep in mind Soothie° can't be held responsible for undeliverable or carrier-returned packages. If, for any reason, a postal carrier is unable to successfully deliver an item to the address provided, and/or your Soothie° is returned to sender, you will be responsible for reshipment postage fees.

If a package is returned to sender and you decide not to have us reship the package, we will issue a refund for the item, less a 15% restocking fee. We will not refund original shipping costs.

Do you have an affiliate or resale program?

We're working on one! Check back soon to learn more.