FAQs

Where is my order? 

Has your Order Processed for Shipment? 

Orders typically ship out within the allotted 1-3 business days (this does not include weekends or holidays). Some orders can take up to 7 business days. For custom or pre-orders processing time is longer. These orders generally ship within 7-10 business days. Once the processing time-frame is complete, you will receive your shipping confirmation email with tracking details. Please allow 24-48 business hours for your tracking information to update on the carrier's site once received.

 If the applicable processing time has passed for the shipping method you chose for your order, please contact us so that we can look into this for you! 

 Has My Order Shipped Already? 

Please double check the shipping option you selected and the processing times. If your order has shipped you should have a tracking number via email or the channel you used to place your order (ie. IG, facebook, etsy).

The items I chose have different delivery dates, when will they arrive?

The delivery dates on each product page are estimates. If you have selected items that have different delivery dates then you should expect the items by the latest delivery date.

Can I use a different discount code?

Unfortunately, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. 

 

I received a damaged product.

All products go through quality inspection prior to being put in the mail. If the item was damaged in transit, please contact the carrier to file a claim. We do not accept returns on items damaged in transit. It is up to the carrier to handle reimbursement.

USPS: https://www.usps.com/help/claims.htm

UPS: https://www.ups.com/us/en/help-center/claims-support.page

 

I received the wrong item.

We want to make this right for you so please contact us so that we can assist you. Please be sure to provide us with the following information
 

  • Provide the order number associated with the item(s) in question

  • Provide clear photo(s) of the incorrect item(s)

  • A detailed description of the issue with the item(s) 

You will need to report your incorrect item received within 3 calendar days of your package delivery date.

 

Can I cancel my order?

As stated in our policies cancellations must be initiated within 24 hours and approved by Soeur Co. We reserve the right to deny cancellations for any reason. Custom orders and shipped orders cannot be cancelled. 

My cancellation was approved. What happens next? 

In the event that we approve your cancellation request we will email or text you with that information. As per our policy, cancellations are subject to a 30% cancellation/restocking fee. Your refund or store credit will be issued, less the fee.

 

Where is my refund?

Refunds are issued to the original form of payment used on an order in the event that your order: 
 

  • Is canceled 

  • One or more of your items sold out since your order was processed

  • You received an incorrect item

 Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you used an E-Gift Card to purchase your item(s), your funds will be refunded back to your E-Gift Card. Please reuse the E-Gift Card on your next purchase.

My tracking number has not updated.

Please keep in mind all delivery timeframes are estimates and not guaranteed. The carriers work hard to deliver your order in the specified time windows. Soeur Co. does not have any additional information regarding the location of your package outside of what you see on the carrier's tracking page. Rest assured, if you have been provided with a tracking number then your item has been shipped. Please direct all questions and concerns on items in transit to the carrier provided in your shipment confirmation email. 

My item is on backorder, how long before I receive it?

We process backordered items in the order in which they’re received. These items generally deliver to you in 2 weeks. Placing your order early will ensure you are earlier in line for highly sought items. You are also able to take advantage of current promotional discounts.

Will my other items be delayed with my backordered item?

No. We ship all other items under normal processing timeframes so they are not delayed. This means you will receive multiple packages.

What can I use to help me gain weight?

Gain Juice : this is a vitamin syrup that stimulates the appetite. It’s goal is to improve the appetite of those who have low or no appetite. We recommend you use it in addition to a meal plan

Thick Tablets: this is the same vitamin in the form of a pill which can be used instead of the syrup or with the syrup. Some people like to take the pill during the day and the syrup at night as the syrup has reported to cause sleepiness in some individuals. We recommend pairing this with a meal plan.

Will these vitamins cause my stomach to grow?

Depending on your body type you may experience gains in your tummy area. If you are known to gain in your stomach it is helpful to pair the vitamins with an Ab and Butt plan.

I purchased a meal plan but did not receive it.

This is a digital item that is sent to you by email. If you placed an order and did not provide your email, unfortunately we have no way of sending you the product. Please email us your order confirmation or name so that we can get you the item. If you do not provide an email address within 72 hours of placing your order it will automatically be cancelled. 

I purchased the ab & but plan but did not receive it. 

This is a digital item that is sent to you by email. If you placed an order and did not provide your email, unfortunately we have no way of sending you the product. Please email us your order number so that we can get you the item. If you do not provide an email address within 72 hours of placing your order it will automatically be cancelled. 

What if I have questions on how to use the vitamins and plans?

Please join our private Facebook group called Weight Gain Tips for Women. This group contains over 20,000 members who all share the same goals and can help you on your journey. 

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