Shipping Policy
Shipping Policy — Soomi
Last updated: April 29, 2026
At Soomi, we take shipping as seriously as we take our formula. We know that when you've been suffering for years, every day you wait feels like an eternity. That's why we ship fast and with real-time tracking.
1. Shipping Times
All orders are processed within 24 to 48 business hours from payment confirmation. We do not process orders on Sundays or official holidays.
🇺🇸 United States
- Transit time: 5 to 8 business days
- Coverage: 50 continental states + Alaska, Hawaii, and Puerto Rico (the latter may have 1-3 additional days)
- Carriers: USPS, UPS, or FedEx depending on location
🇲🇽 Mexico
- Transit time: 7 to 12 business days
- Coverage: All of the Mexican Republic
- Carriers: Estafeta, DHL, FedEx, or local services depending on postal code
Other countries (LATAM, Spain)
- Transit time: 10 to 20 business days
- Contact us at soporte@trysoomi.com before purchasing to confirm availability and costs.
2. Shipping Costs
- Orders of 1 jar: Shipping cost calculated at checkout based on location.
- Orders of 2 or more jars: Free shipping to the United States and Mexico.
- Orders of the 6-jar bundle: Guaranteed free shipping to all destinations.
3. Processing and Tracking
Once your order has been dispatched, you will receive a confirmation email with your tracking number and a link to track it in real time. If you do not receive the email within the first 72 business hours, please check your spam folder or write to us at soporte@trysoomi.com.
4. Delays and Exceptions
Occasionally, factors beyond our control may delay delivery:
- Extreme weather events
- Customs delays (especially for international shipments)
- Incorrect or incomplete addresses provided by the customer
- High demand periods (Black Friday, Christmas, Three Kings' Day)
- Carrier logistical conflicts
In these cases, we will keep you informed by email. If your order is delayed more than 15 business days from the dispatch date to the United States, or more than 20 business days to Mexico, please contact us immediately and we will open an investigation with the carrier.
5. Incorrect Addresses
It is the customer's responsibility to provide a correct and complete shipping address. If the package is returned to our warehouse due to an incorrect address, recipient absence, or customs refusal:
- We will contact you to coordinate redelivery.
- Redelivery has an additional cost covered by the customer.
- If the customer does not respond within 30 days, the order is considered abandoned and no refunds will be issued.
6. Unreceived Orders
If tracking shows "delivered" but you have not received your package:
- Check with neighbors, concierge, or household members.
- Wait an additional 48 hours (sometimes tracking updates prematurely).
- Contact the carrier directly with your tracking number.
- If it does not appear after 72 hours, write to us at soporte@trysoomi.com with your order number. We will open a claim and, depending on the outcome, evaluate redelivery.
7. International Customs and Taxes
For shipments outside the United States and Mexico, the customer is responsible for any tariffs, taxes, or customs fees that apply in their destination country. Soomi has no control over these charges and they are non-refundable.
8. Logistics Model
Soomi operates under a distributed logistics model with international fulfillment partners to ensure competitive times in each market. Your order may be dispatched from our warehouse closest to your location. This allows us to maintain premium prices with accessible shipping.
9. Contact
Questions about your shipment? We are available:
- Email: soporte@trysoomi.com
- Business hours: Monday to Friday, 10:00 am – 10:00 pm | Saturdays, 12:00 pm – 6:00 pm (CDMX time)
- Address: Campos Elíseos 188, CDMX, Mexico
Soomi EsoRepair is a dietary supplement. It is not a medication. The statements made have not been evaluated by the FDA or COFEPRIS. This product is not intended to diagnose, treat, cure, or prevent any disease.