Shipping and return policies for Soul Heist

Shipping Info

1.) Can I pick up my order?

-> Yes! You can select “Pick Up” when checking out. We’ll send you an email notification when your order is ready and where to pick up your order. You are welcome to come pick it up Monday through Friday, between 10am and 5pm. Please have your order number on hand, as this is how we find your order and mark it as picked up. Please note pick ups are not allowed on all Canadian National and Provincial Holidays.


2.) Where do orders ship from?

-> Orders will be shipped from Quebec, Canada and from New York USA.

3.) Where do you ship?

-> We ship worldwide!

4.) Are there countries you cannot ship to?

-> Yes, there are.You can keep yourself up to date on destination restrictions on the USPS and Canada Post web sites.

www.canadapost.ca/cpo/mc/personal/productsservices/send/isms.jsf

about.usps.com/publications/pub699/pub699_tech_017.htm

If you want to check on shipping to a particular location, and can’t find the answer with the postal service, please feel free to contact us and we’ll look into it for you!

5.) Who do you use for shipping?

-> We ship with Canada Post (Expedited service) within Canada . If the package is very small (eg. A single cell phone case), we will ship with a stamp, which keeps your shipping costs down.

-> We ship orders valued under 800$ via USPS for USA Orders. Orders valued over $800 are shipped by DHL.

We ship US orders from within the USA 3 times a week, on Mondays, Wednesdays and Saturdays.

Please note that orders shipped by courier may be subject to duties, fees or taxes levied by the destination country and/or shipping company. Art of Where is not responsible for these additional charges. To find out what the possible fees are, please contact the local postal service or customs agency.

-> We use IMEX to ship internationally. If the order is high value, we will use a courier (DHL, Aramex).

International orders are shipped 3 times a week, on Tuesdays, Thursdays and Saturdays.

If you would like a shipping upgrade, to include tracking and/or faster shipping, please contact us at soulheist@yahoo.com and we’ll look into your options.

Please note that international orders may be subject to duties, fees or taxes levied by the destination country and/or shipping company. Art of Where is not responsible for these additional charges. To find out what the possible fees are, please contact the local postal service or customs agency.

6.) How long will it take for my package to arrive?

-> Orders within Canada usually take 2-14 business days. For example, a package sent Canada Post Expedited may take 6 days to get to Vancouver, BC, and another package sent by the same service will take 14 days to get to Iqaluit, Nunavut.

-> Orders within USA usually take 2-7 days to arrive once shipped.

-> International orders take 10-32 business days, but may be delayed at the border of the destination country as they go through customs.

Please note shipping time is independent from production time.

7.) Will my order have a tracking number?

-> Most Canada and all US bound orders will have tracking. You will receive a shipping notification when your order has been shipped, which will include the tracking number, if applicable.

For orders valued under 100$, you can choose to ship with tracking for an extra fee or without tracking. You will see the option to Add tracking upgrade when you checkout. This option is not available for integrations. If you want to add tracking to an order coming to us by an integration, please contact us.

International orders valued at or over 100$ will be shipped with tracking automatically. Depending on the value of the order, it may be shipped with USPS or a courier, such as DHL.

Please note that international orders may be subject to duties, fees or taxes levied by the destination country and/or shipping company. Art of Where is not responsible for these additional charges. To find out what the possible fees are, please contact the local postal service or customs agency.

8.) I received my tracking number, but when I check it, there are no updates. Why?

-> Please allow 24-48 hours for tracking to update after you receive your shipping notification. If you see no movement after that, please contact us at soulheist@yahoo.com with your order number and we'll look into it for you!

9.) I haven't received my order, and it's been sooooooo loooooooong! Why?

-> First step; if you have a tracking number, have you checked it? Make sure you check that out before contacting us, you may find your answer!

Let us know within 9 business days of the ship date if you haven’t received your package in the USA or Canada. If the package was going to an international destination, please contact us within 14 days from the ship date, so we can best advise you based on the destination.

Investigating a lost package can take 7-12 business days.

-> Tracking indicates my order was delivered, but it hasn’t been received.

Please verify that the address entered for the order is correct, and contact your local postal service as they may have additional delivery information available. The item may have been left for pick up at the post office.

Once the order has been transferred over to the shipping service it is their responsibility. Soul Heist is not responsible for packages not received, that are marked as delivered at the address entered on the order.

10.) The wrong address was entered for my order. What do I do?

-> If your order hasn’t shipped, no problem! Please send the correct address and order number to soulheist@yahoo.com and we’ll update the order for you!

If the wrong address was entered and the order has already shipped, we can’t change the address or redirect the package. Undeliverable orders will be returned to us.

You will be notified when we have received the order back. You must then confirm the correct shipping address and the re-shipping charge. We’ll resend the order and you’ll receive a new tracking number, if applicable.

11.) My order was returned to sender. What do I do?

-> This happens for various reasons, among them being an incorrect address, the order was at the post office and was never picked up, or the order was refused/returned by the receiver. In these cases, please contact us with the order number and we'll work with you to resolve the issue. If the order is to be resent, the shipping costs are to be assumed by you.

12.) My order was shipped by courier, but I don’t want to pay additional fees so I refused it. Can it be re-shipped by a different method?

-> No. We are obliged to send high value orders to the US and international destinations by courier. If the package arrives and you are asked to pay fees/duties/taxes, it is your responsibility. If you choose not to accept the package, it will be considered abandoned meaning it will not be returned to us and cannot be resent.

13.)

Return Policy

For any issue regarding an order, the seller must be contacted with 5 days of the ship date for Canadian and US orders or within 10 days for international orders or we may not be able to help resolve the issue.

If there is an error with your order or if there are any changes you wish to make after your order has been placed, we require that you contact us within 8hrs of the order being placed or by the following business day if the order was placed over the weekend.

In an effort to reduce the impact of returned products, Soul Heist reserves the right to donate or recycle any returned or undelivered items as deemed appropriate in its sole discretion.

When contacting us with an issue, please be sure to include photos for our reference. You may contact us with your pictures and comments.

All returns are handled on a case by case basis. In most cases, Soul Heist does not cover the shipping cost of a returned item. Returns must be received within 25 days.