FAQ

1. What is your order processing time?

We process orders within 1 business day after payment is confirmed.

2. When should I place my order to ensure same-day processing?

Please place your order before 2:00 PM EST to begin processing on the same business day.

3. How long does shipping take?

Shipping typically takes 2–4 business days, with an estimated total delivery time of 3–5 business days.

4. How much is the shipping fee?

We charge a flat rate of $6.99 for shipping. Orders over $150 ship for free.

5. Where do you ship to?

We currently ship only within the 48 contiguous United States and do not deliver to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, APO/FPO, or international addresses.

6. What carriers do you use for delivery?

We ship your order using trusted carriers such as UPS and FedEx Ground.

7. Are delivery times guaranteed?

Delivery times are estimated and may be delayed due to weather, holidays, carrier issues, or incorrect address information.

8. Will I receive tracking information?

Yes, a tracking number will be emailed to you once your order has shipped.

9. What is your return window?

You have 90 days from the delivery date to request a return, provided the item is unused, with tags, and in its original packaging.

10. Are sale items returnable?

Sale items are final sale and are not eligible for returns or exchanges.

11. How do I start a return?

Email us at support@soultrix.com with your name, order number, proof of purchase, reason for return, and photos if the item is damaged. We’ll send you a return label and instructions.

12. Do you offer exchanges?

Exchanges are only available for defective, damaged, or incorrect items. We cover return shipping in these cases.

13. When will I receive my refund?

Refunds are issued to your original payment method within 7 days after we receive and inspect your return.

14. Can I cancel my order after placing it?

Yes, you can cancel your order within 12 hours of purchase for a full refund, as long as it hasn’t entered production.

15. What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, and PayPal.

16. Is my payment information secure?

Yes, all transactions are protected with SSL encryption, and we do not store any payment card information on our servers.

17. When is my payment charged?

Payment is charged in full at checkout before we begin processing your order.

18. Who do I contact for help with payment issues?

Please email us at support@soultrix.com if you need assistance with any payment-related questions.