Shipping policy

Here's everything you need to know about our shipping & returns policy:

Shipping

Processing Time:
- Orders are processed and shipped within 1-3 business days (excluding weekends and holidays).

Shipping Rates:
- We currently offer flat-rate shipping for our products, with free shipping on orders over designated purchase thresholds. 

For international orders (outside the US):
- We know e-commerce international shipping often has high costs and may get stuck at customs. That's why we partner with special carrier routes (DDP) that keep prices affordable and take care of any duties, customs fees, or levies that your country may require in advance. Any taxes or VAT we charge at checkout is collected toward this based on your country's requirements. This means you won't have to expect to pay anything extra upon your package arrival other than the shipping cost and any taxes at checkout. This applies to all countries we currently ship to. We want the shipping process to be seamless for all our customers!

Estimated Delivery Time:
- Delivery times will vary based on your location. Estimated delivery times are listed on the checkout page; however, please note that during holidays and peak season, there may be delays.
- Please note that unforeseen circumstances, such as customs delays, may impact international delivery times.

Order Tracking:
- Once your order is shipped, you will receive a confirmation email with a tracking number. You can easily track the status of your shipment through this link.

Address Accuracy:
- Please ensure that your shipping address is accurate and complete. We are not responsible for orders shipped to incorrectly provided addresses.

Lost or Stolen Packages:
- Kindly note that we are not responsible for packages scanned delivered by the shipping carrier that cannot be located.

 

Returns

Eligibility:
- Currently, we only accept returns for customers within the United States. If you have changed your mind about the product, you have 14 days from the date of delivery to initiate a return.

Condition of the Product:
- The product must be returned in its original, unused, and undamaged condition.
- The item should not have any signs of wear, tear, or damage.
- No writing should be made in the product.

Return Shipping Fee:
- Customers are responsible for covering their own return shipping costs. A $5 restocking fee will be deducted from your refund. This fee helps cover the cost of processing and restocking returned items.
- Please use a trackable shipping service to ensure the safe return of the item.

Damaged Products:
- If the product arrives damaged upon initial arrival for any reason, please email us at hello@thesoulgoods.com within 14 days of receiving the item.
- Include your order number and clear photos of the damaged product. We will assist you in resolving the issue promptly.

How to Initiate a Return:
1. Email us at hello@thesoulgoods.com with your order number and reason for the return.
2. Await instructions on where to send your return.
3. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
4. If approved, your refund will be processed to your original method of payment.