FAQ

Orders are prepared for dispatch within 24 hours and delivered 10–15 business days after dispatch — about 11–16 business days in total (usually around 13). Full details in our Shipping Policy.

Yes — standard shipping is free on every U.S. order, with no minimum.

We ship to all 50 U.S. states and Washington, D.C.

You'll receive a tracking number by email as soon as your order ships. The first scan can take 24–72 hours to appear.

We work with different fulfillment partners, so items from the same order may ship separately. There's no extra cost, and you'll receive tracking for each package.

You can cancel for a full refund any time before your order is dispatched. Address changes are only possible before dispatch — ideally within 12 hours of ordering. Use our Request a Refund form or email support@softpeony.com with your order number.

No. Duties and import fees for U.S. orders are prepaid by us; applicable sales tax is shown at checkout.

You have 30 days from delivery to contact us. Damaged, defective or wrong items (reported within 7 days) get a free replacement or full refund, and you keep the item. If you changed your mind, contact us within 30 days of delivery — our team will review your request and reply with the options available for your order. See the Refund & Return Policy.

Damaged, defective and wrong items never need to be returned. For any other request, contact us first — if a return is agreed, return shipping is at your cost and we'll email you the address and instructions. Please don't ship anything before that.

Send us photos of the item and packaging within 7 days of delivery through our Request a Refund form. We'll send a replacement or refund you.

Refunds are issued to your original payment method within 3–5 business days after you accept the amount (or after a returned item passes inspection). Your bank may take another 5–10 business days to show it.

Many of our products are gentle, but everyone's skin is different. Check the full ingredient list on each product page and always patch test first.

Apply a small amount behind your ear or on your inner arm once a day for 2–3 days. If there's no redness or irritation, you're good to go.

Yes. We work only with trusted suppliers and check products before listing them.

If you are pregnant, nursing, have a pacemaker or other implanted device, epilepsy, light sensitivity or any medical condition, consult your doctor before use. Always follow the instructions included with your device.

Yes — our beauty devices include a 3-month limited warranty against manufacturing defects, starting on the delivery date.

Information about each product's formulation and certifications is listed on its product page. If you have a specific question, contact us before ordering.

We accept major credit and debit cards, Apple Pay, Google Pay and Shop Pay. All payments are processed through a secure, encrypted checkout.

Yes. Our store runs on Shopify's secure checkout, and we never see or store your full card details.