FAQ

When will I receive my order confirmation?

After you place an order you will automatically be sent an email confirmation. If you did not receive an email confirmation upon placing an order please reach out to Client Services at hello@softanimal.com

When will my credit card be charged?

We will place a pending charge to your credit card once your order is placed and authorize the payment after it finishes our fraud checking process, you will be charged once we ship your order.

Is it safe to use my credit card on your site?

The privacy of your personal information is very important to us. To help ensure your shopping experience is safe, simple and secure we utilize Shopify payment processing.

Why was my credit card declined?

A card can decline for different reasons. Make sure you are inputting the correct billing address, especially if it is different than the shipping address. If it is a general decline, please contact your bank for further information.

Can I place an order over the phone?

We would be happy to assist you in making a purchase over the phone. Please call +1 210-601-4174 or email hello@softanimal.com.

Can I change my order once it has been placed?

After an order is placed you are unable to change the order on your own and must contact our Customer Care. We will do our best to fulfill your request.

How do I cancel my order if I don’t have an account?

If you would like to cancel your order please reach out to our Client Services immediately. Keep in mind if your order has already shipped, you will be unable to cancel the order and it will then need to be treated as a return upon receiving it.

Do you offer gift wrap?

Unfortunately we do not offer gift wrapping options at this time.

Do you ship to post office box, APO (Army Post Office), or FPO (Fleet Post Office)?

We are unable to ship to Post office boxes, Army Post office, nor Fleet post office.

What are the benefits of creating an account?

Creating an account with us enables you to save personal information for an easier checkout process and to view your order history and status.

I forgot my password. What should I do?

If you forgot your password, choose the “My Account” option on our site then choose “Forgot my password”. This will prompt you to enter your email address and we will send you a link to recover your password.

When will my order ship?

Orders placed before 2pm Central Time (M-F) will be shipped the same-day and orders placed at or after 2pm Central (M-F) time will be shipped the next day. Orders placed over the weekend will be shipped on Monday. Any questions regarding shipping can be directed to hello@softanimal.com.

How do I change my shipping address?

If your order has not shipped yet then please contact Client Services to let them know the new address you would like your order shipped to. If your order has already shipped, you should still contact one of our Client Services and they will make every effort possible to try to fulfill your request.

How can I track my order?

Once your order ships, you will receive a shipment notification email with a tracking number.

Is a signature required for my package?

No. To avoid delivery delays, we do not require a signature unless requested by the customer.

How do I return an item?

To start a return, you can contact us at hello@softanimal.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
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