Which countries do you ship to?
We ship worldwide and offer free shipping on all orders.
Where is my confirmation email?
If you haven’t received a confirmation email after your order, please check your spam or junk folder. Emails are typically sent within minutes, but delays of 20–30 minutes may occasionally occur. If you still can’t find it, email us at support@soulhy.com and we’ll resend it.
What does Expedited Shipping mean?
Expedited Shipping is available at checkout and typically delivers within 5–8 business days, plus up to 3 business days for processing. Expedited orders are non-cancellable, as they are prioritized for immediate fulfillment. Please note that delivery times are not guaranteed and may be affected by global logistics delays, strikes, or COVID-related disruptions.
How long will delivery take?
Orders typically arrive within 8–12 business days. Shipping times may vary depending on your location and external factors beyond our control. In rare cases, delays may occur due to strikes or global shipping disruptions. Our policy allows up to 45 working days for delivery before compensation or store credit may be considered.
Who is your shipping carrier?
Our products are designed in California, USA, and shipped from the nearest warehouse with available inventory. We partner with YunExpress, a trusted Amazon logistics provider, to ensure reliable international delivery.
What does shipping insurance cover?
Shipping insurance is available at checkout for $3.99. It covers packages that are lost in transit by the carrier. It does not apply to packages marked as “delivered” but reported missing. For insured orders, we offer a faster and more favorable resolution. All refunds under this policy are issued as store credit.
What does the warranty cover?
Soulhy’s lifetime warranty includes up to two product replacements. If a replacement is needed, a 30% cost of goods fee per item covers handling, shipping, and a portion of material costs.
How long does the warranty last?
The warranty lasts forever. You may request up to two replacements for any eligible item, at any time. For assistance, email support@soulhy.com.
What happens after I place an order?
We process and prepare your order within 3 business days. Once shipped, tracking details will be sent to your email automatically. You can also track your order directly on our website.
Can I get a refund or return my order?
We do not accept traditional returns due to our overseas fulfillment model. However, if you receive a defective or incorrect product, please contact us with photos and we’ll assist you right away. All approved refunds are issued as store credit.
Can I cancel or change my order?
Orders may be modified within 1 hour of being placed. After that, they are processed automatically and cannot be canceled. Please email support@soulhy.com and we’ll assist where possible.
What if I can’t find my delivery?
If your tracking shows “delivered” but your order is missing, email us immediately. We’ll help you resolve the issue quickly and guide you through any next steps.
Do I receive an invoice for my order?
Yes, your invoice is included in your confirmation email. If you need it resent, just reach out to us.
Fraudulent or wrongful disputes
We take all disputes seriously. Filing a false claim without contacting us first will trigger legal review. Our legal team may involve law enforcement or debt recovery agencies where necessary. We strongly encourage customers to reach out directly so we can resolve any concerns swiftly and fairly.
How do I track my order?
Tracking is automatically emailed within 3 business days. You can also check the status anytime on our website using your order number.
If you have further questions, don’t hesitate to reach us at support@soulhy.com.