Shipping Policy

How long does it take my order to arrive?

All items offered on soulmase.com are made-to-order. This means that when you place your order, we print that item/s just for you, one at a time for the best quality!
While we print a portion of our products in-house at our US facilities, we also source from suppliers worldwide to offer our shoppers a greater variety of merchandise. We only work with vendors who abide by our strict quality control guidelines and standards. This is the reason for the delivery times below.
Shipping carrier: USPS, DHL, EMS, Local Post…

Orders are processed when the payment is accepted.

Estimate Time Of Arrival.

We process orders on business days which are Monday through Friday, Eastern Standard-Times, except for holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
To estimate when you can expect your order, please refer to the time frame below. It includes our most popular products and the following time periods:

Note: 

1. When order is ready to be shipped, a tracking link will be sent to your email so you can follow your package all the way home.
2. In addition, if your order is personalized and/or needs modifications, it may take a few days for our designer to make customization. Design time will depend on the complexity of the request. 

How much does shipping cost?

Shipping costs vary depending on the shipping destination and the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total costs.
Shipping fees are based also on total cost of your order. Total shipping charges are shown on the checkout page.

Here’s how we break down of our shipping prices:

The tracking system shows that the package was delivered to its destination, but the buyer claims they did not receive the package.

We do not offer refunds or reprints for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.

The tracking system shows no updated progress for too long.

We will process a refund if the tracking has not been updated for more than 10 business days (for orders within the US).

Please contact: support@soulmase.com

Please note that SoulMase refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

The package was delivered to the incorrect address.

If the package has arrived at a location different from the recipient address, we will refund the base cost back to your wallet. Or, if the customer prefers, we will replace the item. Please contact: support@soulmase.com

Please note that SoulMase refund policy will not apply in the case of any force majeure event as well as in case of a forced verify address pushed in our system. We will provide official notice in this event.

The package was returned to the sender because an invalid address was provided.

We do not offer replacements, refunds, or credits for invalid address entry.

The package was returned to its sender but the address was valid and correct.

We will be happy to replace and reship the order that was returned to its sender or to refund your order. Please contact: support@soulmase.com

Please note that SoulMase refund policy will not apply in case of a forced verify address.

The post office provided a notice that the package was lost in the mail.

We will be happy to replace and reship the order that was lost in the mail or refund your order. Please contact: support@soulmase.com

Please note that SoulMase refund policy will not apply in case of a forced verify address.

Received Items

The item received is incorrect or defective.

For incorrect or defective items, we can either refund the base cost to your

SoulMase wallet or, if the customer prefers, we can ship them a new order.

Please note:

• A ticket needs to be submitted within 30 days from the delivery date to qualify for credit or replacement.
• Detailed photos are required for quality control purposes and need to be added as attachment to the submitted ticket (front, back and packaging)
• We do not allow modifications to replacement items.
• SoulMase refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

The order arrived with one or more items missing.

If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos are required for quality control purposes.

Please note:

• A ticket needs to be submitted within 30 days from the delivery date to qualify for credit or replacement.
• Detailed photos are required for quality control purposes and need to be added as attachment to the submitted ticket (front, back and packaging)
• We do not allow modifications to replacement items.
• Soulmase refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

I have a quality issue regarding a received item.

If your order items have quality issues (such as blurry printing, faded printing, etc.), we can either refund the base cost to your SoulMase wallet or, if the customer prefers, we can ship them a new order.

Please note:

• A ticket needs to be submitted within 30 days from the delivery date to qualify for credit or replacement.
• Detailed photos are required for quality control purposes and need to be added as attachment to the submitted ticket (front, back and packaging)
• We do not allow modifications to replacement items.
• SoulMase refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

If you have any questions please contact us:

Contacting Us

If you have any questions regarding this shipping policy, you may contact us using the information below:

Email: support@soulmase.com

Phone: +44 746 064 8572

Customer Service Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Standard Time (EST)

Address: Unit A10 E4 Bizspace Business Park, Kings Road, Tyseley, Birmingham B11 2AL, United Kingdom

Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)