Shipping Policy

We ship Soulona orders worldwide. Below is everything you need to know about processing times, rates, delivery estimates, and what happens if something goes wrong along the way.

Processing Time

Orders are processed within 1–3 business days of purchase, Monday through Friday, excluding holidays. During sale periods or high-volume seasons, processing may take an additional 1–2 business days. You'll receive a shipping confirmation email with tracking as soon as your order leaves our warehouse.

you can expect to receive your delivery within 7-14 business days after processing time (1-3 business days) depending on your location.

Shipping Rates & Delivery Estimates

We offer flat-rate shipping to every country we serve. Rates and estimated delivery times (from the day your order ships, not the day it's placed)

Delivery estimates are provided by our shipping carriers and are not guaranteed. Remote areas, customs processing, and weather can extend transit time beyond the estimate.

Order Tracking

Once your order ships, you'll receive a tracking number by email. It can take up to 24–48 hours for tracking to update after your confirmation email arrives. If your tracking hasn't updated after that window, reach out and we'll look into it.

Customs, Duties & Import Taxes

For international orders, your order may be subject to import duties, taxes, and customs fees set by the destination country. These charges are the responsibility of the customer and are collected by the carrier or customs office on delivery — they are not included in your order total or shipping cost.

We aren't able to predict what these fees will be, as they vary by country. If you're unsure, we recommend checking with your local customs office before ordering.

Delayed, Lost, or Damaged Shipments

If your order arrives damaged, please contact us within 7 days of delivery with photos of the item and packaging, and we'll make it right with a replacement or refund.

If tracking shows your package as delivered but you haven't received it, check with neighbors and your local carrier office first — many "missing" packages turn up within a day or two. If it still hasn't turned up after 5 business days, let us know and we'll open an investigation with the carrier.

Incorrect Shipping Information

Please double-check your shipping address at checkout — we ship exactly to what's entered on the order. If you notice an error, contact us right away; we can update the address only if the order hasn't shipped yet. We aren't able to reroute or reimburse packages shipped to an address entered incorrectly at checkout.

Questions

If you have any questions about your shipment, email us at support@soulona.com and we'll get back to you within 1–2 business days.