Help Center
Frequently asked questions
Quick answers about SootheArc, ordering, delivery, and returns.
Product
What does SootheArc do?
SootheArc combines contoured neck support with one steady heat setting, vibration massage, and gentle air compression. It is designed as a general wellness and relaxation product.
Does SootheArc knead or use Shiatsu rollers?
No. Its massage function is vibration-based. It does not contain rotating or kneading massage heads.
Can I adjust the heat?
No. SootheArc has one soothing heat setting around 122°F. Thermostatic protection stops further heating around 131°F.
How long should a session last?
Start with 10–15 minutes. Typical sessions are 15–20 minutes. Do not exceed the automatic 30-minute session limit.
Does it have a battery?
No. SootheArc must remain connected to the included USB-C cable and compatible power source while in use.
How do I clean it?
Unplug the product and wipe the surface with a lightly damp cloth. Do not immerse it, machine wash it, or wet the electrical components.
Shipping
Where do you ship?
We currently ship within the contiguous United States. We do not currently serve PO boxes, Alaska, Hawaii, Puerto Rico, or APO/FPO addresses.
How much is shipping?
Standard U.S. shipping is free.
When will my order arrive?
Processing takes 1–3 business days. USPS delivery typically takes another 3–7 business days after dispatch.
Where is my tracking number?
Tracking is emailed once your shipment is created. Carrier scans can take up to 48 hours to appear.
Orders
Can I cancel or change my order?
Orders cannot be canceled or changed after they are submitted. Please check your product, quantity, email, and shipping address carefully before checkout.
What if my item arrives damaged or incorrect?
Contact us promptly with your order number and clear photos. When verified, SootheArc covers the replacement product and replacement shipping.
Returns
What is the return window?
Eligible unopened and unused products may be returned within 100 days of delivery.
Who pays return shipping?
The customer is responsible for return shipping. Use a tracked service and keep your receipt.
Is there a restocking fee?
An applicable restocking fee may be deducted and will be disclosed in your return authorization before you ship the item.
How long do refunds take?
Approved refunds are issued within 14 days after the returned item is received and inspected. Your bank may require additional processing time.
Payments
Which payment methods are available?
Available options are displayed securely at checkout and may include major credit cards, Shop Pay, Apple Pay, Google Pay, and PayPal. Pay-later services are not offered.
Is checkout secure?
Checkout is processed through Shopify using encrypted payment technology. SootheArc does not store full payment-card details.