Popular Questions

How can I pay?

We gladly accept Paypal, VISA, MasterCard, and American Express.

How long does my order usually take?

On average, processing takes between 2 to 5 business days. 

Will I be taxed?

We do not charge any tax.

Can I modify or cancel my order?

If you wish to modify or cancel your order, please email us at hello@mysoftouch.com within 12 hours after placing your order. If your order hasn't been processed yet, we will be able to make changes or cancel and refund your order. If you reach out after the 12 hour window, chances are we already started processing your order and we can no longer modify or cancel it. Our customer service will let you know if they are able to modify or cancel your order.

Where are you located and where do you ship from?

We are a Canadian based company, however all of our products are consolidated and shipped via our sorting facility in Asia. 

Most companies manufacture their products in Asia, then ship them to the United States and from there ship to their customers. This is more costly. We ship directly from our facility in Asia to save on Double-Shipping costs. We can therefore offer lower prices.

How long should my order take to arrive?

On average, processing takes between 2 to 5 business days. Packages usually take between 10-20 business days from the day of shipment (for USA & Canada orders) and 15-25 business days (for UK orders). Packages can take a little more or less time depending on Customs and/or bad weather. 

Will I receive a tracking number?

Yes. When your order is shipped, you will receive a confirmation email with a link to your order page. On your order page, you will have access to your tracking information. We ship all of our packages with Federal Post (USPS, Canada Post & Royal Mail).

How do I know which size is right for me?

We have a size chart available on each product page. Although we propose a corresponding US pant size for each of our sizes, this is based on popular customer experience, and we can't guarantee that this will be exact for you. We therefore strongly recommend that you refer to our measurements shown in centimeters. 

How should I care for my SofTouch underwear?

SofTouch underwear are washing machine safe.

What if I ordered the wrong size?

Please refer to our “Returns and Exchanges” page.

Hmm, I still have more questions...

No problem, if you still have any unanswered questions, feel free to email our Customer Service Team at hello@mysoftouch.com and we will be happy to help.