Shipping, Returns & Refunds

Sofia Health is a marketplace where independent sellers offer health and wellness products directly to customers.

Each seller is responsible for processing and shipping their orders and establishing their own cancellation, return, exchange, and refund policies.

Before purchasing a product, review the seller’s policies in the product FAQ section. Policies and shipping times may vary by seller and product.

Shipping FAQs

Most sellers ship physical products within a few business days, but processing times vary. Review the product details and the seller’s policies before placing your order for information about expected shipping times.

Delivery times depend on the seller’s processing time, the shipping method, the carrier, and the delivery location. Please allow approximately one to two weeks for most physical orders unless the seller provides a different estimate.

Once your order ships, the seller may send you a tracking number through Sofia Health. You can message the seller directly if you have not received tracking information or need an update.

Message the seller through Sofia Health and ask for an update. Delays can occur, and the seller is responsible for providing information about the status of your order.

Any cancellation or refund request will be handled according to the seller’s policies.

Cancellation requests are handled by the seller and are subject to the seller’s policies. Contact the seller through Sofia Health as soon as possible if you need to request a cancellation.

A cancellation is not guaranteed after an order has been placed, processed, or shipped.

Returns and Exchanges FAQs

Return and exchange eligibility depends on the seller’s policies. Sellers are not required to accept returns or exchanges unless their posted policy states that they do.

Review the seller’s return and exchange policy before completing your purchase.

Message the seller through Sofia Health before returning the item. Ask the seller to confirm:

  • The return address
  • The deadline for returning the item
  • The condition in which the item must be returned
  • Whether a return authorization is required
  • Who is responsible for return shipping costs

Do not send an item back until the seller has provided return instructions.

The seller determines who is responsible for return shipping costs. Review the seller’s policy or contact the seller directly for clarification.

Contact the seller promptly through Sofia Health. Include your order information, a description of the issue, and clear photographs when helpful.

The seller will review the issue and provide next steps based on their policies and the circumstances of the order.

Refund FAQs

Refund eligibility is determined by the seller’s policies and the circumstances of the order. Contact the seller through Sofia Health to request a refund or ask about the status of an approved refund.

Refund amounts, processing times, and eligibility may vary.

Sellers are responsible for establishing and applying their refund policies. Sofia Health provides the marketplace and communication tools but does not determine whether an individual order qualifies for a refund.

Contact the seller first with questions about a refund, return, exchange, cancellation, or shipment.

Seller Policy FAQs

Seller policies explain how an individual seller handles matters such as:

  • Order processing
  • Shipping and delivery estimates
  • Cancellations
  • Returns and exchanges
  • Refunds
  • Damaged or incorrect items
  • Return shipping costs

Each seller is responsible for keeping their policies accurate and fulfilling orders according to the information provided on their product listings.

You can find the seller’s shipping, return, and refund information in the product FAQ section.

Review these policies before purchasing. Contact the seller through Sofia Health if you have questions or need clarification.

Use the messaging feature on Sofia Health to contact the seller directly about a product, order, shipment, cancellation, return, exchange, or refund.

Need Help

With Sofia Health

For assistance using the Sofia Health platform or accessing your account or order information, visit help.sofiahealth.com.

This page applies to physical products purchased through the Sofia Health marketplace. Appointments, services, classes, programs, packages, and other nonphysical purchases may have separate cancellation and refund policies established by the provider.