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FAQ's - Customer Care

Privacy Policy & Terms of Use

Soft Surroundings International and its affiliates ("we" or "us") appreciate the trust you place in us, and we are committed to respecting your privacy and the security of your personal information. This privacy policy describes the information we collect or that you may provide when you visit our websites,"Websites") or otherwise interact with us online in person, or through the mail, and our practices for collecting, using, maintaining, protecting, and disclosing that information.
This privacy policy applies to information we collect:
  -  On our Websites;
  -  In email, text, and other electronic messages between you and our Websites;
  -  From our affiliate, Coldwater International LLC;
  -  When you interact with our advertising and applications on third-party websites and services, if those applications or advertising include links to this privacy policy; and
  -  Offline or through any other means.

Except as described in this privacy policy, our privacy policy does not apply to information collected by any third party, including through any application or content (including advertising) that may link to or be accessible from or on the Websites. Further, this privacy policy does not apply to any Personal Data collected from or about any of our employees (or job applicants). Personal Data collected from employees or job applicants is addressed in our employment policies and handbook.

Please read this privacy policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, you should not use our Websites, browse or purchase our goods or services, provide us with your Personal Data, or otherwise interact with us. By accessing or using any of the Websites, providing us with Personal Data, browsing or purchasing our goods or services, or otherwise interacting with us, you acknowledge and consent to the disclosures in this privacy policy. This privacy policy may change from time to time (see Policy Changes). Your continued use of any of the Websites, browsing or purchasing of our products or services, provision of Personal Data, or other interactions with us after we make changes is deemed to be an acknowledgement of and consent any such changes. Please check the privacy policy periodically for updates.

We always welcome your questions and feedback. For privacy privacy-related issues, please contact us at

Soft Surroundings 
1100 N Lindbergh Blvd 
St. Louis, MO 63132 
Phone: 1-800-240-7076 
Fax: 1-314-521-5780 

e-mail us

Information We Collect and How We Collect It
We collect information from and about visitors to and users of our Websites and products and services and individuals and households who interact with us. We collect information: (1) by which you or your household may be personally identified, such as name, postal address, e-mail address, telephone number, personal preferences, credit card information, including billing address, or any other identifiers by which you may be contacted online or offline; (2) that is about you or your household but does not identify you or your household individually, such as IP address or other online identifiers; and/or (3) about your internet connection, the equipment you use to access our Websites and usage details (collectively, "Personal Data").

We collect this information:

  -  Directly from you when you provide it to us;
  -  Automatically as you navigate through the Websites. Information collected automatically may include usage details, IP addresses, and information collected through cookies, web pixel tags, and other tracking technologies. These technologies are discussed in greater detail below; and
  -  From third parties, for example, our affiliate, Coldwater International LLC, or other business partners.

Information You Provide to Us:

We may collect Personal Data when you:

  -  Place an order from our catalogs, over the telephone, or on one of our Websites; 
  -  Make a purchase at one of our retail stores; 
  -  Return an item or make an exchange; 
  -  Inquire about our business, products, or services; 
  -  Request a catalog; 
  -  Receive a gift package; 
  -  Create an account on one of our Websites;
  -  Subscribe to our e-newsletters, e-mail promotions, and other communications from us; 
  -  Enter a contest or sweepstakes; 
  -  Are referred to us through a marketing promotion; 
  -  Are referred to us by our affiliate, Coldwater International LLC; 
  -  Connect with us on social media;
  -  Contact us or our customer support; or 
  -  Participate in a marketing survey, promotion or event. 

In these instances, we collect the following types of information:

  -  Contact information, such as your full name, email address, phone number and address;
  -  Authentication Information, such as passwords and reminder questions/answers;
  -  Order Information, including products purchased, style and usage preferences, sizing and measurement information, and shipping preferences;
  -  Payment Information such as credit, debit, or other financial account information;
  -  Demographic Information, such as age, gender, or other information you provide in response to surveys or in customer service interactions; and
  -  Audio information (e.g., if you participate in a customer support call). 

Information We Collect Through Automatic Data Collection Technologies:  

As you navigate through and interact with our Websites, we may use automatic data collection technologies to collect certain information about your equipment, browsing actions, and patterns, including:

  -  Details of your visits to our Websites, including traffic data, location data, and other communication data and the resources that you access and use on the Websites;
  -  Information about your computer and internet connection, including your IP address, operating system, and browser type.

The information we collect automatically helps us to improve our Websites and to deliver a better and more personalized service, including by enabling us to:

  -  Estimate our audience size and usage patterns;
  -  Store information about your preferences, allowing us to customize our Websites according to your individual interests;
  -  Speed up your searches; and/or
  -  Recognize you when you return to our Websites.

The technologies we use for this automatic data collection may include:
  -  Cookies (or browser cookies). A cookie is a small file placed on the hard drive of your computer and stored by your web browser. Soft Surroundings uses cookies to collect information around abandoned shopping carts. A cart is considered abandoned within one hour of inactivity/lack of purchase. Once the cart is considered abandoned, an SMS message will be sent as a reminder. You may refuse to accept browser cookies by activating the appropriate setting on your browser. However, if you select this setting, you may be unable to access or use certain features of our Websites. Unless you have adjusted your browser setting to refuse cookies, our system will issue cookies when you direct your browser to our Websites. If you set your browser to refuse cookies, we will likely not be able to process an order or request online. So please call us at 1-800-240-7076  place your order or make your request.

  -   Pixel Tags. Pages of our the Websites and our e-mails may contain small electronic files known as pixel tags (also referred to as clear gifs, web beacons, and single-pixel gifs) that permit us, for example, to count users who have visited those pages or opened an email and for other related website statistics (for example, recording the popularity of certain website content and verifying system and server integrity). Pixel tags also enable us to send you e-mail in a format you can read and let us know when you have opened an e-mail message from us. 

We may use third-party companies to provide advertising services and/or to collect certain information when you visit and interact with our Websites. These third-party companies may collect and use non-personally-identifiable information (e.g., click stream information, browser type, time and date, subject of advertisements clicked or scrolled over) during your visit to our Websites in order to provide advertisements about goods and services likely to be of greater interest to you and for our business purposes, including but not limited to research and analytics, product promotions, and website management. These third-party companies may use cookies and other technologies to recognize your browser to collect and record information about your web surfing activity including your activities on the Websites. This information may include, without limitation, the pages you viewed, how long you spent on each page, and how you interact with particular webpages via input devices. These technologies may be used directly on this website. 

You may visit the Network Advertising Initiative, or the Digital Advertising Alliance,, to learn more about interest-based advertising, or to opt out of receiving advertisements tailored to your interests on your browser, from their respective members and participants. 

We do not permit these companies from using this information for their own marketing purposes or from sharing this information with anyone other than us or our affiliate, Coldwater International LLC. 

We also engage third-party partners for the purpose of identifying users and delivering to electronic or direct mail marketing on our behalf or on behalf of our affiliate, Coldwater International LLC. To opt out of recognition services, please go here. To learn how to opt out of cookies set by third parties, please go to

We may also use technologies, such as our own cookies, to provide you with relevant online display advertising. To exercise your rights to opt out of our cookies used for this online marketing, click here.
Information From Third Parties

We may receive information about you from other sources, including our affiliate, Coldwater International LLC, data vendors, data co-ops, marketing partners, and anti-fraud services. We may add this information to the information we have already collected from you to use for all the purposes described in the privacy policy.

In addition, we may gather information about you from external sources, which includes Personal Data obtained from social media platforms and data co-ops, such as name, email address, friend list, photo, age, gender, location, birthday, social networking ID, current city, your comments about our Services, and the people/sites you follow. In addition, we may utilize the Google Maps service and other comparable services to acquire geolocation data. This information is used to simplify the checkout process by suggesting shipping and billing addresses, or locating the nearest store. Please note that the Google Maps service adheres to Google's privacy policy as outlined on Our collection of Personal Data from Facebook or other social media platforms is subject to their terms of use and privacy policy and your social media settings. Finally, we procure and exchange contact information, demographic information, commercial information, and internet and electronic activity with third-party data aggregators and data co-ops.
How We Use Your Information
We always want to provide you with the best possible shopping experience and fulfill your orders exactly as you've requested. In order to do this, we use information about you, including Personal Data to:

  -  Present our Websites and their contents to you;
  -  Process, fulfill, ship, and track your orders; 
  -  Provide the information, products, and services you request;
  -  Facilitate returns or exchanges; 
  -  Contact you about the status of an order; 
  -  Respond to your inquires and requests; 
  -  Create, maintain, customize, and secure your account with us, including to associate your purchases and orders with your account; 
  -  Send you catalogs, e-newsletters, e-mail promotions, and other communications from us;
  -  Personalize your experience and to deliver content and product and service offerings relevant to your interests and preferences;
  -  Facilitate your participation in a marketing survey, promotion, contest, sweepstakes, or event; 
  -  Customize our communications to you; 
  -  Provide information concerning product recalls or products you have purchased; 
  -  Provide you with support, including to investigate and address your concerns and monitor and improve our responses; 
  -  Improve our merchandise selection and customer service; 
  -  Process your purchases, transactions, and payments and prevent transactional fraud; 
  -  Carry out our obligations and enforce our rights arising from any contracts entered into between you and us, including for billing and collection; 
  -  Notify you about changes to our Websites or any products or services we offer; 
  -  Test, research, and analyze information we receive, including for the purpose of developing and improving our products and services; 
  -  Fulfill any other purpose for which you provide such information; 
  -  Evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which Personal Data held by us is among the assets transferred; 
  -  Respond to law enforcement requests and as required by applicable law, court order, or governmental regulations; and 
  -  Fulfill any other purpose with your consent. 

We may also use your information to contact you about our own goods and services, or those of our affiliate, Coldwater International LLC, or of other third parties that we believe may be of interest to you. If you do not want us to use your information in this way, please refer to the Your Choices section below.

Disclosure of Your Information
We may disclose Personal Data that we collect or you provide as described in this privacy policy:
  -  To our subsidiaries and affiliates, including our affiliate, Coldwater International LLC;
  -  To contractors, service providers, and other third parties we use to support our business. For example, we contract with other companies to provide certain services, including credit card processing and shipping. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than us; 
  -  To a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which Personal Data held by us is among the assets transferred; 
  -  To third parties to market their products or services to you if you have not opted out of these disclosures. For example, from time to time, we make our catalog mailing list (names and addresses only) and general shopping activity available to carefully screened companies whose products we believe will be of interest to you. If you prefer that we do not share any information with these companies, please contact us; 
  -  To law enforcement or governmental officials in order to comply with any court order, law, or legal process, including to respond to any government or regulatory request; 
  -  To enforce or apply our policies, terms of use, terms of sale, or other agreements, including for billing and collection purposes; 
  -  To fulfill the purposes for which you provide it;
  -  For any other purpose disclosed by us when you provide the information;
  -  With your consent; and/or
  -  If we believe disclosure is necessary or appropriate to protect the rights, property, or safety of us, our customers, or others. This includes exchanging information with other companies and organizations for the purposes of fraud protection and credit risk reduction. 

We may disclose aggregated information about our users, and information that does not identify any individual and cannot be used to re-identify an individual or household. 

Your Choices
We offer choices about the types of information you receive from us. If you prefer not to receive catalogs or other communications from Soft Surroundings, please contact us at: 
Soft Surroundings
c/o Customer Service
1100 N Lindbergh Blvd
St. Louis, MO 63132
Phone: 1-800-240-7076
If you no longer wish to receive our e-newsletters and e-mail promotions you may electronically unsubscribe here or contact us by mail, telephone, or email.

If you do not want to receive mailings from other carefully screened companies, please contact us at:
Soft Surroundings
c/o Customer Service
1100 N Lindbergh Blvd
St. Louis, MO 63132
Please be sure to provide us your exact name and address, or the mailing label from your catalog, so that we identify you correctly. Because we plan our mailings in advance, it may take some time for your request to become effective. If you continue to receive our communications, please contact us again and we will make our best effort to correct the situation.   

Updating or Reviewing Your Information
To update your customer information (e.g. name, address, telephone number and e-mail address), please contact us at:
Soft Surroundings
c/o Customer Service
1100 N Lindbergh Blvd
St. Louis, MO 63132
A limited amount of purchase information also may be available to you. To protect your privacy, we will need to validate your identity before you update or review your information.  
Your Privacy Rights
Some of the Personal Data we collect information constitutes "personal information" or “personal data” under state laws in California, Colorado, Connecticut, Utah, Virginia, and other states. These states provide their residents with certain rights with respect to their Personal Data. These rights are discussed below. Out of concern for your privacy and as a courtesy to our customers, we will honor the privacy requests described below made by any customer living in the United States, whether or not you are protected by one of these statutes.  

Within the last twelve (12) months, we collected directly, indirectly (e.g., through your actions on our Websites, or from third parties, the categories of Personal Data listed in the table below. Any such collection has been for purposes described in the How We Use Your Information section above from sources included in the Information We Collect and How We Collect It section above. 

Please note that Personal Data does not include publicly available information from government records, lawfully obtained, truthful information that is a matter of public concern, deidentified or aggregated consumer information or information specifically excluded from the scope of applicable data protection laws.

We have not sold any Personal Data of consumers in the last 12 months. We have not collected any "sensitive personal information" or "sensitive data" in the last 12 months.

We will retain your Personal Data for the period necessary to fulfill the purposes outlined in this Privacy Notice unless a longer retention period is required or allowed by law.

The criteria used to determine our retention periods include:
  -  The length of time we have an ongoing relationship with you and provide requested services to you;
  -  Whether there is a legal obligation to which we are subject (for example, certain laws require us to keep records of your transactions for a certain period of time before we can delete them);or
  -  Whether retention is advisable in light of our legal position (such as in regard to applicable statutes of limitations, litigation or regulatory investigations).

As described above, we may disclose your Personal Data to our affiliate, Coldwater International LLC. Further, we may disclose your Personal Data to an unaffiliated third party for a business purpose. When we disclose Personal Data for a business purpose, we enter into a contract that describes the purpose and requires the recipient to both keep that Personal Data confidential and not use it for any purpose except performing the contract. We have disclosed this Personal Data for a business purpose to the following categories of third parties:
  -  contractors, service providers, and other third parties we use to support our business, such as email service providers, payment processors, and shipping carriers; 
  -  consumer relations, including consumer complaint response services;
  -  employee recruitment, career portal and job applicant services; and
  -  legal representation, including with regard to prevention harm to our company, its subsidiaries, our products or services or a person or property (e.g., fraud prevention).

We may "share" your Personal Data with our affiliate Coldwater International LLC and other third parties. As used herein, "share" refers to sharing for purposes of cross-context behavioral advertising or targeted advertising, as contemplated under applicable law. Applicable law prohibits third parties who receive the Personal Data from resharing it unless you have received explicit notice and an opportunity to opt-out of further sharing. 

We share your Personal Data for the purposes listed in the How We Use Your Information Section above.

We share your Personal Data with the following categories of third parties for cross-context behavioral advertising:
  -  Our affiliate, Coldwater International LLC; 
  -  Advertisers; and 
  -  Social media companies. 

Certain states provide their residents with specific rights regarding their Personal Data. 

Access/Right to Know.  You may request that we disclose certain information to you about our collection and use of your Personal Data. Once we receive and verify your request, we will disclose to you, as applicable:
  -  The categories of Personal Data we collected about you; 
  -  The categories of sources for the Personal Data we collected about you;
  -  Our business or commercial purpose for collecting or sharing that Personal Data;
  -  The categories of third parties with whom we disclose that Personal Data; and
  -  The specific pieces of Personal Data we collected about you (also called a data portability request).
  -  If we sold or disclosed your Personal Data for a business purpose, two separate lists disclosing:
  -  the Personal Data categories that we sold and for each category identified, the categories of third parties to whom we sold that particular category of Personal Data; and 
  - the Personal Data categories that we disclosed for a business purpose and for each category identified, the categories of third parties to whom we disclosed that particular category of Personal Data. 

Right to Correct.  You may request that we correct inaccurate Personal Data about you. Once we receive and verify your request, we will use commercially reasonable efforts to correct the information to comply with your request. 

Right to Delete. You may request that we delete any of your Personal Data that we collected from you and retained, subject to certain exceptions. Once we receive and verify your request, we will delete (and direct our service providers to delete) your Personal Data from our records, unless an exception applies. In responding to your request, we will inform you whether and to what extent we have complied with the request, and, if we have not complied in whole or in part, provide you with an explanation why.

We may deny your deletion request if retaining the information is necessary for us, or our service provider(s), to:
  -  Complete the transaction for which we collected the Personal Data, fulfill the terms of a written warranty or product recall conducted in accordance with federal law, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you; 
  -  Help to ensure security and integrity to the extent the use of your Personal Data is reasonably necessary and proportionate for those purposes; 
  -  Debug products to identify and repair errors that impair existing intended functionality;
  -  Exercise free speech, ensure the right of another consumer to exercise his/her free speech rights, or exercise another right provided for by law;
  -  Comply with the California Electronic Communications Privacy Act;
  -  Engage in public or peer-reviewed scientific, historical, or statistical research that conforms or adheres to all other applicable ethics and privacy laws, when the information's deletion may likely render impossible or seriously impair the ability to complete such research, if you previously provided informed consent; 
  -  Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us and compatible with the context in which the you provided the information; or
  -  Comply with a legal obligation.

Opt-Out and Opt-In Rights. You may direct us not to share your Personal Data at any time. "Share" refers to sharing for purposes of cross-context behavioral advertising or targeted advertising. 

To exercise the right to opt-out, you (or your authorized agent) may submit a request to us by visiting the following Internet Web page link:

You may also exercise the right to opt-out using an opt-out preference signal in a format commonly used and recognized by businesses, such as through an HTTP header field. When we receive an opt-out preference signal, we will treat it as a valid request to opt-out of the sharing for that browser or device sending the signal, and, if known, for the consumer.

Once you make an opt-out request, we will wait at least twelve (12) months before asking you to reauthorize Personal Data sharing. However, you may change your mind and opt back in to Personal Data sharing at any time by sending us an email to 
You do not need to create an account with us to exercise your opt-out rights. We will only use Personal Data provided in an opt-out request to review and comply with the request.

Making a Privacy Request.  To exercise the access, correction, deletion, and opt-out rights described above, please submit a consumer request to us through one of the following:
  -  Calling us at 1-800-540-7076;
  -  Emailing us via; or
  -  Contacting us at the address listed in this policy.

When you use a request method above, we may request certain information for verification purposes, such as your name, address, and e-mail address. We will use this information to verify this is a permitted request, such as by matching your name and address with information in our records. Depending on the type of request, we may require a certain number of data points to allow for verification.

Only you, or a person properly authorized to act on your behalf, may make a consumer request related to your Personal Data. You may also make a consumer request on behalf of your minor child. 

An authorized agent may make a request on your behalf using the request methods designated above. Additionally, if you use an authorized agent to submit a consumer request, we may require the authorized agent to provide proof that you gave the agent signed permission to submit the request. We may also require you to verify your own identity directly with us or directly confirm with us that you provided the authorized agent permission to submit the request.

You may only make a consumer request for access or data portability twice within a 12-month period. The verifiable consumer request must:
  -  Provide sufficient information that allows us to reasonably verify you are the person about whom we collected Personal Data or an authorized agent of such person;
  -  Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it.

We cannot respond to your request or provide you with Personal Data if we cannot verify your identity or authority to make the request and confirm the Personal Data relates to you.

Making a consumer request does not require you to create an account with us. 

We will only use Personal Data provided in a consumer request to verify the requestor's identity or authority to make the request.

If we deny your request, you may appeal that decision. If you appeal and your appeal is denied, you may have the right to complain to your state's attorney general. You may appeal your decision by contacting us at 

Response Timing and Format.  In accordance with applicable law, we endeavor to respond to consumer requests within forty-five (45) days of its receipt. If we require more time (up to 45 additional days), we will inform you of the reason and extension period in writing. If you do not have an account with us, we will deliver our written response by mail or electronically, at your option.

The response we provide will also explain the reasons we cannot comply with a request, if applicable. For data portability requests, we will select a format to provide your Personal Data that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance.

We do not charge a fee to process or respond to your consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.

Non-Discrimination. We will not discriminate against you for exercising any of your rights. Unless permitted by applicable laws, in connection with you exercising your rights, we will not:
  -  Deny you goods or services; 
  -  Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties;
  -  Provide you a different level or quality of goods or services; or
  -  Suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services. 

We may offer you certain financial incentives permitted by applicable laws that can result in different prices, rates, or quality levels. Any legally permitted financial incentive we offer will reasonably relate to your Personal Data's value to us and contain written terms that describe the program's material aspects. Participation in a financial incentive program requires your prior opt in consent, which you may revoke at any time.

Other Privacy Rights. California Civil Code Section § 1798.83 permits California residents to request certain information regarding our disclosure of personal data to third parties for their direct marketing purposes. To make these requests, please contact us using one of the means identified in this policy.

Links to Other Sites 

Occasionally, we provide links on our Websites to other sites. We are not responsible for the content or privacy and security practices and policies of these other sites or any other sites that are linked to from our Websites, or any damage to, or viruses that may infect your computer equipment or other property, or for any loss or corruption of data resulting from any third party website navigated to or accessed from links hosted on or contained in our Websites.  If you decide to access any website linked to in our Websites, you do so entirely at your own risk.  We do not guarantee that you will receive an alert when you leave one of our Websites, and it is your responsibility to determine when you have left one of our Websites.  Any Personal Data you provide on linked pages or applications is provided directly to that third party and is subject to that third party's privacy policy. We encourage you to learn about their privacy and security practices and policies before providing them with Personal Data.
Secure Online Ordering 

For information on our online order page, please visit  

Privacy of Minors on Our Websites 

Our Websites are not intended for use by anyone under the age of 18, and we do not knowingly collect Personal Data from anyone under the age of 18. If you are under 18, do not use or provide any information on our Websites or on or through any of its features/register on the Websites, make any purchases through the Websites, or provide any information about yourself to us, including your name, address, telephone number, email address, or any screen name or user name you may use. If we learn we have collected or received Personal Data from someone under 18 without verification of parental consent, we will delete that information. If you believe we might have any information from or about someone under 18, please contact us.
Policy Changes 

We encourage you to review our privacy policy periodically. It is our policy to post any changes we make to our privacy policy on this page. Your continued use of any of the Websites, browsing or purchasing of our products or services, provision of Personal Data, or other interactions with us after we make changes is deemed to be an acknowledgement of and consent any such changes. Please check the privacy policy periodically for updates.


Questions or Comments?
For questions, comments or assistance, we invite you to contact us at:
Soft Surroundings
c/o Customer Service
1100 N Lindbergh Blvd
St. Louis, MO 63132
Fax: 1-314-521-5780
e-mail us