Shipping policy

At Soulario, we are committed to getting your order to you quickly, safely, and reliably. Please review the details of our shipping policy below.

Order Processing

Orders are typically processed within 1-3 business days of purchase. Order cut off times are from 3:00pm PST.

Shipping Times

United States:
Processing time: 1–3 business days
Transit time: 6–9 business days
Total estimated delivery time: 7–12 business days

International:
Processing time: 1–3 business days
International shipping transit time is 7–11 business days.
Total estimated delivery time is 8–14 business days.

Please note that delivery times are estimates only and may vary due to unforeseen circumstances such as customs delays, weather, holidays, or logistical disruptions. We do not guarantee specific delivery dates.

Tracking Your Order

Every order includes tracking. You will receive your tracking number by email once your order has shipped. Tracking updates can be accessed via our Track Your Order page.

Carrier Partnerships

We ship via trusted partners including USPS, DHL, UPS, Canada Post, Royal Mail, and Australia Post, among others.

Address Issues

Please ensure that your shipping address is accurate at the time of purchase. If you notice an error, contact us immediately at sales@soulario.com. We are not responsible for packages delayed or lost due to incorrect or incomplete addresses.

Delivery Issues

Once your order is marked "delivered" by the carrier, we consider the order successfully fulfilled.

If your tracking shows "delivered" but you have not received your package:

  • Check with household members or neighbors

  • Look near your mailbox, porch, or building management

  • Contact your local carrier office for delivery confirmation

Soulario is not liable for packages lost or stolen after confirmed delivery. Please file a claim with the shipping carrier for resolution.

U.S. Customers

USPS may sometimes mark packages as delivered prematurely. If your tracking shows delivery, we suggest:

  1. Waiting an additional business day

  2. Contacting your local USPS branch (not the hotline)

  3. Asking for delivery scan details from the postal supervisor

If the item is still not located, please contact USPS to file a claim.

International Customers

If your package is marked as delivered but has not arrived:

  1. Check for a delivery notice or attempt slip

  2. Contact your local post office and customs office

  3. Request tracking or delivery confirmation

We will assist where possible, but Soulario is not liable for issues caused by local delivery services or customs.

Customs, Duties & Import Taxes

International customers are responsible for any applicable customs duties, tariffs, taxes, or import restrictions imposed by their country.

Soulario is not responsible for delays, holds, or fees incurred due to international customs. We will not reimburse or reship packages seized or delayed due to import regulations.

High-Risk Orders

To protect customers and prevent fraud, certain orders may be flagged as high-risk and delayed for verification. In such cases:

  • We may contact you for identity or payment verification

  • Orders will not be shipped until the verification process is completed

  • Failure to respond within a reasonable time may result in cancellation

  • Any chargebacks or disputes during this period will be challenged

All verification information is handled securely and confidentially.

Cancellations

Due to fast processing, we are unable to cancel orders after 24 hours. If your order has not yet shipped and you request cancellation within 24 hours, a $5 cancellation fee will apply to cover non-refundable payment processor fees.

If the order has already shipped, you may initiate a return after delivery.

Damaged Items

If you receive a damaged product:

  1. Email sales@soulario.com

  2. Include your order number and a clear photo of the damaged item

We will send a replacement item at no extra cost.

Agreement

By placing an order on our site, you acknowledge and agree to the terms of this shipping policy.

What if I have further questions or need assistance?

If you have any additional questions or require assistance, please do not hesitate to contact us at 

Arcadia Commerce LLC

Store name: Soulario

Phone number: +1 213-315-6444

Email: sales@soulario.com

Address:
30 N Gould St
STE R
Sheridan, Wyoming
82801
United States


Customer Service Hours

Our customer support team is at your service and usually responds to inquiries within 24 hours. We are available during the following hours:

  • Monday – Friday: 9AM-5PM PST