Do we ship internationally?
Yes, we ship our products globally.
What sort of payment do you accept?
We currently accept American Express, Apple Pay, Diners Club, Discover, Google Pay, JCB, Mastercard, PayPal, Shop Pay, Venmo, and Visa.
How do I track my order?
Once your order has been confirmed, you will receive a confirmation email with tracking. You can track the progress of your package by clicking on the link provided.
Can I modify or cancel my order?
Orders placed are usually fulfilled within 12-24 hours. If your shipment has been shipped out, it cannot be modified or canceled.
Why has my order been refused?
There are a variety of reasons that can lead to this problem. It could be a mismatch of your billing and shipping addresses, or you have entered your card information wrongly.
If there still is an issue with your order, feel free to contact our customer support team at firstname.lastname@example.org.
Shipping and Delivery
How long will it take for my product to arrive?
Orders are fulfilled within 12-24 hours of purchase. You can expect to receive your order in 2-7 working days. Orders outside of the United States will have to wait 3-7 days and additional time may be added due to your local customs laws.
It has been a few days after I purchased and I still have not received my SOUL product. What should I do?
Once you have received your tracking number from us by email, we ask that you first contact your local delivery service to correct any delivery issues as they will have more accurate information about the status of your order.
If the issue has not yet been resolved within 4 days of contact, do let us know by contacting email@example.com. We will be glad to follow up and investigate for you.
Can I have my product delivered to a different address from my purchasing address?
Yes, that is okay. If the delivery address is not a P.O. Box address, then you are fine.
It has been a few months after Ì purchased it and I still have not received my SOUL product. What should I do?
Do let us know within 10 – 21 days of purchase if you still have not received your product. We will be glad to follow up and investigate for you.
I still have not received my package / My package is broken when I received it. What can I do?
If you are encountering this problem, please contact our customer support team at firstname.lastname@example.org for assistance. We will be investigating the issue.
I was not home when FedEx tried to deliver my package? What can I do?
FedEx will deliver to your address again on a consecutive day. After 3 failed attempts, they will store your item temporarily at the nearest FedEx Warehouse available for pickup.
Can you deliver to P.O. Boxes?
Unfortunately, our courier is unable to deliver to P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses.
Where is my order being shipped from?
We have two warehouses that we ship from. For domestic orders, we will be shipping from our US warehouse. For international orders, we will be shipping from our Hong Kong warehouse.
(INTERNATIONAL ORDERS) I would like to amend my shipping address/delivery instructions/date of delivery. What should I do?
With FedEx®️ Delivery Manager, you can change all of that by signing up on their site for free. You will be able to request to customize your delivery preferences, manage delivery times and locations, and keep track of your FedEx®️ deliveries. Some of these options are subjected to a small fee that you will bear responsibility for. To find out more, please visit here for more information
Import Tax & Duties
Depending on the country we are shipping to, the import tax, duties, and related customs fees for your import may not have been included in the shipping cost. These fees, if applicable, depends on the Customs office of the destination country. Bear in mind that you are responsible for these payments. Please contact your local customs for additional details.
Returns and Warranty
I lost an earphone. Will you help me replace it?
As stated in our warranty policy, we cannot replace lost items. You can read our warranty policy here.
What do I need to fulfill my warranty?
Please send us a picture of your product and proof of purchase (Receipt, Order Number, etc.)
Can I request a replacement for my SOUL product? What should I do?
When returning a product, please remember that you will be bearing all shipment charges. You can read our warranty policy here. Contact our SOUL support team for more information at email@example.com
When I ship a SOUL product to your offices, who will bear the shipping costs?
Our support team will guide you on the procedure. You can contact us at firstname.lastname@example.org.
Please note that shipping an item back to our office will require you to bear the costs of shipping to us.
I would like to make a refund. What should I do?
- If your product has not been shipped, we can offer a full refund.
- If your product is in transit, please return the item back to us the same way you received it, and we will refund it once we have received the item in our warehouse.
Where can I buy your products?
You can directly buy our products online. We also have official distributors that help supply our products for you locally. You can find out more details by here.
The product I want is out of stock. How do I order it?
We apologize for any inconvenience if the product is not available. Please check back as we usually replenish the product within 1-2 weeks of going out of stock.
Help! My SOUL product is not functioning properly. Who can I contact?
You can contact our support team at email@example.com for more details.
I would like to get a replacement for my headphones cups / earphones tips. Who should I contact?
If we have stock in our warehouse, we can help you. Please contact our customer support team at firstname.lastname@example.org for more information.
Domestic & International Shipping Charges
|$39.99 and Below||$40.00 and Above|
|International Postal Mail Shipping (7-14 days to arrive)|
|Standard Shipping (3-10 working days to arrive)|
|Express Shipping (3-7 working days to arrive)|
All values stated are in $USD
Still not sure about the charges? You can contact us at email@example.com for inquiries.