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).
Why am I unable to track my order using the tracking provided?
We utilize a number of carriers in order to deliver shipments to you. We first recommend utilizing the carrier's direct website. If you are unsure of the carrier assigned to your tracking number, we recommend using a third party tracking tool that can retrieve shipment details from all carriers.
Tracking tool: 17 Track
Top Carriers and their tracking number examples:
USPS (generally 22 digit #s)
UPS (generally starts with 1Z)
FEDEX (generally 12-15 digit #s)
CAINIAO (generally the same as USPS as they partner with USPS)
EPacket (generally 13 characters starting with LQ/LM/LN/AQ)
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:
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Provide the order number associated with the item(s) in question
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Provide clear photo(s) of the incorrect item(s)
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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?
Regrettably, we cannot cancel or make any changes to your order. This could include but is NOT limited to:
- Billing or shipping address updates
- Addition or removal of items
- Change in color/size of items
- Addition or removal of a discount code
- Order cancellation requests
- Shipping method changes
Where is my refund?
Refunds are issued to the original form of payment used on an order in the event that your order:
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Is canceled by Soeur Co
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One or more of your items sold out since your order was processed
How can I use my store credit?
When you receive your store credit by email, please keep record of the information as you will need to input it at checkout. Using the code on your store credit email, input it into the “gift card” field at checkout. The balance will be applied to your order.
If you need to check your remaining balance, you may place a high $ value item in the cart and apply your code. This will show the remaining balance. Otherwise you may contact our support team.
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.
I have a question about sizing.
Our sizing runs true to normal U.S. sizing guidelines for women and men. If any particular item contains a size chart in the description or photos, please refer to that specific chart for sizing comparisons of that item.
This chart can be followed for most of our footwear.
This chart can generally be used regarding clothing sizes
Ultimately, if you have questions regarding sizing of a specific item and you’re unable to locate an answer, feel free to chat with us.
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.
