Last updated: 25 September 2025

At Softmatters, we ship with care and efficiency to ensure your order arrives safely.

1. Shipping Costs

• Canada: Free over CAD $40; CAD $6 under
• USA: Free over USD $60; USD $8 under
• International: Free over USD $100 (duties/taxes not included); under USD $100 calculated at checkout

2. Delivery Timeframes

Orders are packed within 1–2 business days (excluding weekends/holidays). Estimated delivery:

• Canada: 2–7 business days
• USA: 5–10 business days
• International: 7–21 business days (subject to customs)

Times are estimates and may vary due to carrier or customs delays.

3. Tracking & Processing

• You’ll receive a tracking email once your order ships.
• Please provide a secure delivery address.
• Once shipped, we cannot re-route or modify addresses.
  

4. International & Customs

Customers are responsible for any duties, taxes, or customs fees. These may be required to release your order. Softmatters is not liable for customs delays or fees.

5. Pre-Orders

• Full payment required at checkout.
• Dates are estimates; we’ll notify you of delays.
• Standard return policy applies.
  

6. Lost or Delayed Packages

Softmatters is not responsible for packages marked delivered by carriers. For delays or missing orders, please contact the carrier with your tracking number, or reach us at support@softmatters.ca.

7. Item Availability

If an item is unavailable, we’ll notify you and offer a replacement or refund.

Last updated: 25 September 2025

At Softmatters, your wellbeing and safety are our priority. Because our products are intimate personal care essentials, we follow strict hygiene standards for every order.

1. Opened or Used Products

For health and safety, we cannot accept returns or exchanges of opened or used sanitary products. This ensures every item remains hygienic and uncompromised.

2. Unopened, Unused Products

Unopened items in original packaging may be returned within 7 days of delivery.

• Once approved, we’ll provide return instructions.
• Return shipping is the customer’s responsibility, unless due to our error (damaged, defective, or incorrect items).
• Refunds are issued to the original payment method after inspection.
  

3. Damaged or Incorrect Items

If your order is damaged, defective, or incorrect, contact support@softmatters.ca within 7 days with photos and your order number. We’ll arrange a replacement, refund, or store credit.

4. Cancellations

Orders may only be cancelled before shipping. Once dispatched, cancellations are no longer possible.

5. Pre-Orders

Pre-orders follow the same rules: unopened returns within 7 days upon delivery; opened or used cannot be returned.

6. Inspection & Records

All returns are inspected. Refunds require items to be unopened, unused, and in original condition. Intentionally damaged or altered items are not eligible.

For fairness, Softmatters photographs every order before dispatch to verify condition.

7. Final Note

This policy balances your wellbeing with transparency. Thank you for choosing Softmatters to accompany your daily rhythm.

Last updated: 25 September 2025

At Softmatters, your privacy and safety matter to us. This Privacy Policy explains how we collect, use, and protect your information when you visit our website, place an order, or interact with us online. By using our website, you agree to this policy.

1. Information We Collect

We collect only what’s needed to process your orders and improve your experience, such as:

• Contact details (name, email, phone, shipping/billing address)
• Payment information (processed securely by third-party providers)
• Order history and preferences
• Basic browsing data (IP, browser type, pages visited)
  

2. How We Use Your Information

Your information is used to process and deliver orders, send updates, provide support, share promotions (with your consent), improve our website, and protect against fraud.

3. Sharing Your Information

We do not sell your data. Information may be shared only with trusted partners for payment, shipping, or customer service, and when required by law or during business transitions.

4. Your Rights & Choices

You may update your details, opt out of marketing at any time, request deletion or restriction of your data (subject to legal limits), and manage cookies in your browser settings.

5. Data, Security & Cookies

We keep data only as long as needed for service, legal, or security purposes. Payments are processed securely, and access is limited to authorised staff. Cookies are used to keep our site functional and to improve performance; you may disable them, but some features may be limited.

6. Updates

This policy may be updated from time to time. Changes take effect immediately when posted here.

📩 Questions? Contact us at support@softmatters.ca.

Last updated: 25 September 2025

At Softmatters, your privacy and safety matter to us. This policy explains how we collect, use, and protect your information when you visit our website, place an order, or interact with us online. By using our site, you agree to this policy.

1. Information We Collect

We collect limited personal information to fulfill your orders and improve your experience, such as:

• Name, email, phone number, and shipping/billing address
• Payment details (processed securely by third-party providers)
• Order history and preferences
• Basic browsing data (IP, device type, pages visited)

2. How We Use Your Information

Your information is used to:

• Process and deliver your orders
• Send confirmations and updates
• Provide customer support
• Share promotions (with your consent)
• Improve our website and protect against fraud

3. Sharing Your Information

We never sell your data. We may share it only with trusted partners when necessary for payment, shipping, or service support, and if required by law. In the event of a business transition, your information may transfer securely as part of that process.

4. Your Rights & Choices

You may update your details, opt out of marketing emails at any time, request deletion or restriction of your data (subject to legal requirements), and manage cookies in your browser settings.

5. Data & Security

We keep your data only as long as necessary for service, legal, or security purposes. Payments are processed securely, and access to personal information is restricted to authorised staff. Cookies are used to keep our site functional and improve performance; disabling them may affect some features.

6. Updates to This Policy

We may update this Privacy Policy from time to time. Changes take effect immediately once posted on our website.