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Frequently Asked QuestionsWith so many unique Sootheze products to choose from and different heat, cold and aroma therapy applications, we realize you might have questions or want to learn more. And as a smart shopper, you probably want to know about policies, ordering, customer service, privacy and other consumer concerns. If the following list of Frequently Asked Questions does not provide the information you require, please contact us directly via email at info@sootheze.com or by telephone at 1-888-766-8439. |
Q: Where are Sootheze products made?
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The fabrics and forms come pre-assembled from China and we fill them with flaxseed, herbs, or buckwheat and finish making them right here at our location in Fremont, California.Q: How do the Sootheze products work?
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Products with flaxseed are designed to be heated or put in the freezer to provide beneficial heat or cold therapy. The flaxseed absorbs and holds the heat or cold, providing you with lasting relief. Those products that also have aromatherapy applications are filled with a specially blended selection of nine herbs. You receive therapeutic benefits simply by breathing in the pleasant aroma. Our Wellness Library contains articles and medical evidence related to heat, cold and aroma therapy home health products.Q: What do the icons mean that say, "I'm Warm", "I'm Cold", and "I Smell Nice"?
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Sootheze products come with heat therapy, cold therapy, and aroma therapy. The icons are our way of telling you which features are available with that particular product.Q: What herbs do you use in Sootheze products and why?
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Sootheze aroma therapy products are filled with a custom blend of nine different food-quality herbs: lavender, thyme, lemon balm, hyssop, orange peel, rosemary, eucalyptus, peppermint, and rose buds. These herbs have been shown to calm anxiety, sooth aches and pains, help people sleep, provide relief from colds, flu, and cramps, and many other beneficial effects. See our detailed description of each herb for more information. Herbs are plant products and as such may cause irritation in people with allergies.Q: How can I be sure the flaxseed stuffing is clean?
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Sootheze flaxseed filling is FDA food grade approved which means it is free of pesticides and has been cleaned according to FDA regulations for food products.Q: How can I use my Sootheze product?
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In addition to providing an adorable and cuddly collectible stuffed animal, Sootheze hot, cold and aroma therapy products can be used to relieve symptoms from many different ailments and medical conditions. They are also useful in calming anxiety and alleviating stress and sleeplessness. Many find the special design, soft fabrics, size and weight to be a particularly calming and comforting combination, and people view their Sootheze products as treasured companions and essential personal care products. For ideas on specific uses for Sootheze products, visit our Product Use Stories section and enjoy the Sootheze Moments scattered throughout the site. We also encourage you to send us your stories so we can share them with others.Q: Is there medical evidence documenting the benefits of Sootheze products?
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Medical studies done on heat, cold, and aroma therapy indicate that these natural approaches are effective in treating a variety of physical and emotional discomforts and medical conditions. Our Wellness Library contains additional information and links to relevant articles and Web sites.Q: How do I heat my Toasty product?
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Microwave heating times differ by product. Each item comes with detailed instructions on heating. It is important to follow the directions carefully to prevent overheating. Test the product against your hands before applying to sensitive skin areas. In addition, a clean microwave will help avoid burning, absorption of unpleasant odors, and stains. Do not heat in conventional oven or dryer. **Note: some Sootheze products, such as Aroma Bears, are not intended for heat or cold therapy.Q: My Sootheze product feels slightly moist after I heat it. Is this okay?
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Yes, flaxseed contains natural moisture and heating the product causes some of that moisture to be released, especially in relatively new Sootheze products.Q: How do I cool my Sootheze product?
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To cool your Sootheze product, place in a plastic bag to avoid damage or absorption of freezer odors. Leave in freezer for a minimum of two hours before using. Note: Migraine Masks have different instructions for activating the cooling crystals. Be sure to follow directions included with the packaging.Q: How long will my Sootheze product stay hot or cold?
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Temperature retention varies based on product type, room temperature, and use. In general, heat therapy lasts for one hour or up to four hours if used under bedcovers. Cold therapy lasts up to one hour.Q: Are Sootheze products hypoallergenic?
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Sootheze products are naturally hypoallergenic, but any products with aromatherapy features are filled with herbs and can cause irritation among people with plant allergies. Alternate fillings are available upon request.Q: How do I clean my Sootheze product?
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Some products have removable, washable covers. It is best to hand wash these fabrics to help maintain colors and shape. The inner covers and the Toasty Bears & Friends should be cleaned with a slightly damp cloth. A small amount of mild dish soap applied to the cloth can be used on dirt or stains. A blow drier can be used to dry damp fabrics. **Do not submerge or soak products with buckwheat, flaxseed or herbs.Q: How long will my Sootheze product last?
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Product life depends on frequency of use, care, and several other variables beyond our control. Flaxseed does eventually dry out and loose its ability to retain heat or cold. The aromatherapy herbs will also lose their potency over time. As with other functional products, the more you use them, the faster they wear out. However, it is generally the filling that needs replacing (see next question).Q: Can the products be repaired or refilled?
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For a small fee, we can refill your buckwheat, or aromatherapy product. Depending on the type and extent of damage, we can also make repairs. Arrangements and authorization must be obtained from Customer Service at 1-888-766-8439.Q: Can I return my Sootheze product?
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Yes. If for any reason you want to return an item, you can do so within seven days of receipt. See our Refund Policy for specific information and instructions.Q: What if my Sootheze product arrives damaged?
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Each product is carefully checked before shipping. In the unlikely event it arrives damaged, we will replace the product or refund your money. Please see our Refund Policy for information on how to report a damaged product and initiate a return.Q: How long does it take to receive my Sootheze product?
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In stock items generally ship the same day if the order is placed before 2 p.m. Pacific Time. Delivery time depends on your geographic location but generally takes between five to seven days. See our Shipping Policy for additional information.Q: Where can I find a store that sells Sootheze products?
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Our Store Locator identifies retailers that stock our products. Also, we recognize that many areas of the country have limited Sootheze distribution and are working to address that. We welcome your suggestions for a favorite store that you think would do well with our products. In addition, you can order from us directly online or by phone or fax.