Terms of service

Last updated: November 4, 2026

These Terms of Service govern thesoftables.com and purchases from The Softables LLC, trading as Softables (“Softables,” “we,” “us,” or “our”). Our business contact details appear in Section 22.

We sell plush toys through our online store. Shopify provides the ecommerce platform that supports the website, checkout, and related store features.

Please read these terms before using the website or ordering. Use of this website and purchases from us are subject to these terms and applicable law. If you do not agree to these terms, you should not place an order or continue using the website.

Our Shipping Policy and Return and Refund Policy form part of these terms. Our Privacy Policy explains how personal information is handled. A specific policy governs the subject it addresses, but no policy or provision removes a consumer right that applicable law protects.

Section 1 — Online Store Terms

To place an order, you must have reached the age of majority where you live and be legally able to enter into a contract. An adult must place an order on behalf of a child. The age required to purchase is separate from the age suitability of an individual toy.

You agree to use the website lawfully and to provide information that you are authorized to share. You must not use another person’s identity or payment details without permission.

Section 2 — Account and Contact Information

You are responsible for providing accurate delivery, billing, and contact information. Please check these details before submitting an order and contact us promptly if you notice an error.

If you create a customer account, take reasonable steps to protect your access details and notify us if you suspect unauthorized access. We may request reasonable verification before disclosing order information or making changes to an order.

We use the contact details supplied with your order for order confirmations, delivery updates, and other messages needed to manage your purchase. Keep a copy of your confirmation and the policies that applied when you ordered.

Section 3 — Product Information and Plush Toy Safety

We offer standard plush toys. We do not offer custom-made or personalized orders.

We aim to describe and show each product accurately. Screen settings can affect how colors appear, and small variations in stitching, fabric texture, or measurements can occur. These variations do not excuse a defect, an incorrect item, or a material difference from the description on which you based your purchase.

Please review the product’s dimensions, materials, included accessories, age guidance, and care instructions before ordering. Follow any warnings on the product, label, or packaging. If information needed to choose a suitable toy is missing or unclear, contact us before purchasing.

Remove packaging and temporary fasteners before giving a toy to a child. Check the toy for damage, loose parts, or exposed filling, and stop using it if you notice a possible safety problem. Contact us about a suspected defect so we can help.

Products are subject to availability. Any purchase limits or special conditions that affect an offer will be disclosed before checkout.

Section 4 — Prices, Taxes, and Payment

Prices for U.S. orders are displayed in U.S. dollars (USD). Available payment methods are shown at checkout. By submitting payment, you confirm that you are authorized to use the selected method and authorize the total displayed for your order.

EU, UK, and Australian orders. The currency shown at checkout is the currency we charge. The checkout total is the amount you pay us. Depending on the destination, value, and type of goods, customs or a carrier may collect import taxes, duties, or clearance charges separately if they have not already been collected. Contact us before ordering if you need to clarify a charge for your destination. Any tax that the law requires us to collect remains our responsibility.

Before you complete your purchase, checkout shows the order total, including any applicable taxes and shipping charges. Our current standard shipping offer is described in Section 6 and in our Shipping Policy. We will not add an undisclosed charge to your order.

We may change prices and promotions for future purchases. A later price change does not increase the price of an order you have already submitted. Genuine pricing or listing errors are handled in Section 13.

Any conditions for a discount or promotion will be stated with the offer. A payment provider may apply its own currency conversion rate or fees if your payment account uses a different currency.

If you believe a charge is incorrect, contact us so we can investigate. You remain free to contact your payment provider and exercise any billing-dispute rights available under applicable law.

Section 5 — Orders, Changes, and Cancellations

After you place an order, we will send an order confirmation using the contact details supplied. Please review it and contact us promptly if any information is incorrect. Orders are subject to the availability and error-handling provisions below, to the extent permitted by applicable law. Reviewing an order does not extend the handling or shipment timeframe communicated when you ordered.

We may decline an order, or cancel it where permitted by applicable law, on reasonable grounds such as unavailable stock, an unresolved listing error, inability to deliver to the address provided, or reasonable concerns about fraud or unauthorized payment. We will notify you using the contact details supplied with the order.

If we cancel an order after collecting payment, we will promptly return the amount paid for the canceled items and any related charges that must be refunded. If we cancel the entire order, we will refund the full amount collected. Where only an authorization hold exists, we will request its release rather than retain the funds.

To request a cancellation, address correction, or other change, email hello@thesoftables.com as soon as possible and include your order number. We will explain whether the change can still be made. Requests may be harder to accommodate after preparation or dispatch, but this does not restrict cancellation or refund rights provided by law or our policies.

We will not substitute a different product or charge a higher price without your agreement.

Section 6 — Shipping and Delivery

Our Shipping Policy explains the destinations we serve, processing times, order cutoff, delivery estimates, tracking, and procedures for delivery problems.

Under our current shipping policy, we deliver to eligible addresses in the United States, including Alaska and Hawaii. We do not currently offer delivery to U.S. military addresses (APO, FPO, or DPO) or to U.S. territories. Standard shipping is free, with no minimum order value.

International delivery. We also offer free standard shipping with no minimum order value to eligible addresses in the European Union (EU), the United Kingdom (UK), and Australia. Allow 1–2 business days for handling and a further 7–14 business days for transit, or about 8–16 business days in total from the processing start date. Orders placed before 4:00 PM Eastern Time on a business day start processing that day. Orders placed later start the next business day. For these estimates, business days are Monday through Friday, excluding U.S. public holidays.

Handling time and carrier transit time are separate. Please read the full delivery estimate in our Shipping Policy and any information shown before checkout. Delivery dates are estimates unless expressly guaranteed.

If we cannot dispatch an order within the stated shipment or handling timeframe, we will send a delay notice with the options required by law, including agreeing to a revised shipment date or canceling the unshipped order for a refund. We will request any consent required for a delay or further delay and cancel and refund when required consent is not received.

If a shipped parcel is late, missing, damaged, or shown as delivered but cannot be located, contact us. We will review the issue and work with the relevant fulfillment or delivery provider. Handing a parcel to a carrier does not, by itself, remove our obligations concerning delivery or any refund or other remedy required by law.

Section 7 — Returns, Refunds, and Product Problems

U.S. orders. Our Return and Refund Policy sets out the conditions for ordinary returns, the return-request period, the prepaid-label process, free return shipping for eligible returns, and refund timing. Please review it before purchasing. These terms do not introduce a separate return deadline.

EU, UK, and Australian orders. You can request a voluntary change-of-mind return within 180 calendar days after delivery of the last item in your order. We do not include a return label with international orders. For a change-of-mind return, you arrange the return to the United States and pay the direct postage. We provide the mailing address with your return instructions. If an item arrives damaged, is defective, is the wrong item, or materially differs from its description, we cover reasonable return shipping costs. Contact us for instructions.

EU and UK cancellation rights. Consumers in the EU and UK can cancel an online purchase without giving a reason, from the time of purchase until 14 calendar days after they or a person they designate receive the last item from that order. You can send a clear cancellation notice by email or post. You do not need to wait for our approval. Our Return and Refund Policy gives the return deadline, refund rules, and an optional model cancellation form.

If an item arrives damaged, defective, incorrect, or materially different from its description, email hello@thesoftables.com with your order number and a description of the problem. Where reasonably available, photographs of the item and packaging can help us assess the issue.

We will investigate and arrange the remedy required by applicable law and our Return and Refund Policy, which may include a replacement or refund. Please contact us before sending an item back so we can provide appropriate instructions.

An ordinary change-of-mind return condition or request to report problems promptly does not shorten a legal warranty period or remove rights concerning a defect that could not reasonably have been discovered on delivery.

A refund that is legally due will not be replaced with store credit unless you freely agree and the law permits it. U.S. orders. We do not charge return shipping or restocking fees for eligible returns, or deduct return-label or postage costs from an eligible refund.

Section 8 — Shopify and Third-Party Services

Shopify supplies the ecommerce platform used by our store. When you buy a Softables product through this website, the seller is the business identified at the beginning of these terms. We handle the product sale, fulfillment, returns, refunds, and customer support. Shopify is not the seller of our plush toys.

Our website may include payment, tracking, and other services supplied by third parties. Additional terms may apply when you choose to use a separate service, such as a payment provider’s account or wallet.

External websites have their own terms and privacy practices. Review them before providing information or making a separate transaction. A link does not by itself mean we endorse the external website.

Using Shopify or another service provider does not remove our responsibilities for your purchase or any rights and remedies that cannot lawfully be excluded.

Section 9 — Shopify Shopping Assistant

Our website may offer a Shopify-powered AI assistant that provides automated answers about products and the store. The assistance available can depend on the chat feature and its current settings.

AI responses can be incomplete, outdated, or incorrect. Review relevant product information and the checkout summary before buying. If an answer is unclear or conflicts with information about your order, contact our customer support team at hello@thesoftables.com for review.

Discussing an item or adding it to a cart does not complete a purchase. An automated acknowledgment confirms receipt of a request; it does not, by itself, show that a refund has been issued or an order change processed. Any cancellation or refund right that takes effect when you notify us is not dependent on a later confirmation from us. Contact our team if you are unsure about the status of your request.

You may contact our team directly for product concerns, order changes, cancellations, returns, or refunds. We will review reported errors and handle your request under the applicable policies and law. Using AI does not exclude our responsibility for information or commitments for which we are legally responsible.

Chat information is handled as described in our Privacy Policy. Do not enter passwords, full payment-card details, or sensitive information that is unnecessary for your inquiry.

Section 10 — Intellectual Property

Rights in the Softables name, branding, website design, and original store content belong to their respective owners. Where content is protected by intellectual property law, you may not copy or commercially exploit it without permission or another lawful basis.

You may browse the website, share links to product pages, and keep copies of information needed for your purchases or personal reference. Nothing here restricts fair use, lawful reviews, or other uses permitted by applicable law.

Submitting a review or other customer content does not transfer ownership of your rights to us. The limited permission for content submitted for publication is explained in Section 11.

Section 11 — Reviews, Feedback, and Customer Communications

If you choose to submit a review, photograph, or other content for public display, you confirm that you have the right to submit it. You give us nonexclusive, royalty-free permission to host, format, and display that content with our products and customer reviews, including through service providers acting for us. This permission does not transfer ownership or allow us to change the meaning of your review.

Reviews should reflect your actual experience. Disclose any payment, free product, or other relevant incentive where the law requires disclosure. Do not submit fake reviews or use someone else’s identity.

We welcome honest reviews, including negative opinions. We do not impose penalties for lawful criticism or remove a review merely because it is unfavorable. We may moderate content that is unlawful, clearly false, abusive, irrelevant, infringing, or exposes another person’s private information.

Private emails, order details, and support or AI-chat messages are handled as customer communications under our Privacy Policy. They are not public reviews and are not licensed for advertising merely because you send them to us.

Section 12 — Personal Information and Electronic Communications

Our Privacy Policy explains the information we collect, why we use it, how it may be shared, and the choices and rights that may be available to you. Shopify’s applicable privacy notice also explains its role in operating platform services.

These terms do not replace any separate consent required for marketing or other data processing. You can follow the unsubscribe instructions in a marketing message without losing access to necessary communications about an existing order.

Section 13 — Errors, Inaccuracies, and Omissions

We may correct a mistake in a listing, price, promotion, or other website information when we discover it. If the mistake materially affects an order you have submitted, we will explain the problem and the available options.

If fulfillment would require a higher price or a material change to the item, we will ask whether you agree to the correction. We will not treat silence as permission to charge more or send a materially different item. Where we cannot fulfill the original order and no correction is agreed, we will cancel the affected order and refund the amount due, subject to applicable law.

This section does not allow us to avoid responsibility for misleading information or remove a remedy available under applicable law.

Section 14 — Prohibited Uses

You must not use the website to commit fraud, submit unauthorized payments, impersonate another person, send threats or unlawful harassment, distribute malware or spam, or infringe another person’s rights.

You must not obtain unauthorized access to accounts or systems, bypass security controls, collect other customers’ personal information, or use automation in a way that disrupts the website or circumvents lawful access restrictions.

These restrictions do not prohibit honest reviews, legitimate payment disputes, lawful consumer complaints, or the use of accessibility tools.

Section 15 — Website Availability

We aim to keep the website and its features available and accurate, but maintenance, technical problems, or service-provider interruptions may affect access. We do not promise uninterrupted operation or compatibility with every device.

To the extent permitted by law, optional digital features are made available in their current condition without a guarantee that every technical fault will be prevented. This provision concerns website functionality. It does not disclaim product warranties, excuse misleading product information, or reduce our obligations to fulfill paid orders and provide required refunds.

Section 16 — Liability and Consumer Rights

Nothing in these terms excludes or limits liability for fraud, deliberate misconduct, a defective product causing injury, or any other liability that applicable law does not permit us to exclude or limit.

Subject to those protections, and only where the law allows, we are not responsible for business losses such as lost profits or business interruption resulting from use of the website. This limitation does not restrict a consumer’s right to compensation, a refund, or another remedy for a product or purchase problem.

Any limits in these terms apply only where lawful. They do not restrict mandatory consumer protections, product warranties, or remedies for damaged, defective, incorrectly described, or undelivered goods.

EU, UK, and Australian consumer rights. In the EU, goods come with a legal guarantee of conformity for at least two years from delivery, with longer protection where local law provides it. In the UK, goods must be as described, of satisfactory quality, and fit for purpose. In Australia, the Australian Consumer Law provides consumer guarantees and gives you the choice of a replacement or a refund for a major failure. Local rights to repair, replacement, price reduction, refund, or compensation apply according to the circumstances and may continue beyond our voluntary return window.

Section 17 — Events Beyond Our Reasonable Control

Severe weather, natural disasters, carrier disruptions, and other events outside our reasonable control can affect performance. Where the law allows, we are not responsible for a delay to the extent it is caused by such an event despite reasonable efforts to avoid or reduce its effects.

We will communicate material order delays and take reasonable steps to resolve them. This provision does not permit us to retain payment for an order we cannot fulfill or override cancellation, refund, or other consumer rights.

Section 18 — Suspension and Termination

We may restrict access to an account or website feature where reasonably necessary to investigate fraud, prevent harm, comply with law, or address a material breach of these terms. Where appropriate, we will explain the restriction and how you may contact us about it.

You may stop using the website at any time. If you have an existing order, stopping use or closing an account does not by itself cancel that order.

Restricting access does not erase our duties concerning an accepted order, a valid refund, or your legal rights. Provisions that need to continue for an existing transaction or dispute remain applicable to that extent.

Section 19 — Disputes and Applicable Law

If you have a complaint, email hello@thesoftables.com with your order number, the issue, and the resolution you are seeking. We will review it and try to resolve the matter.

Contacting us is encouraged, but it is not a condition that delays or removes a right to contact a regulator or payment provider, meet a filing deadline, or seek relief from a court.

The law applicable to these terms and your purchase will be determined under the relevant choice-of-law rules, including any mandatory consumer protections that apply where you live. A claim may be brought in a court with lawful jurisdiction.

Where the law entitles a consumer in the EU, UK, or Australia to bring a claim in their local courts, that right applies to purchases from us.

These terms do not require arbitration, impose a separate shortened deadline for bringing a claim, or waive rights to court procedures and remedies available under applicable law.

Section 20 — General Provisions

These terms, the policies they incorporate, and the terms agreed for your particular order govern our relationship concerning the website and that purchase. They do not erase information, promises, or representations on which you are entitled to rely under applicable law.

If a provision cannot lawfully be enforced, the remaining provisions continue to apply where possible. A decision not to enforce a provision on one occasion does not prevent either party from relying on it later.

Headings help readers navigate the document and do not change the meaning of its provisions.

Section 21 — Changes to These Terms

We may revise these terms for future use of the website and future orders. The revised version will appear on this page with an updated date. We will give any notice or obtain any agreement required by applicable law.

The version in effect when you place an order continues to govern that purchase. Later updates do not retrospectively reduce your rights or change an existing order without your agreement where required.

Section 22 — Contact Us

For questions about these terms or an order, contact The Softables LLC:

Email: hello@thesoftables.com
Telephone: +1 (929) 309-1516
U.S. business address: 20 Jay St, Suite 835, Brooklyn, NY 11201, United States
Website: thesoftables.com

For a return, contact us first for the applicable return instructions and destination. The business contact addresses above should not be assumed to be return destinations.