FAQ


Frequently Asked Question

 

Ordering & Payment 

I am an international customer and I am not sure how much I'll be charged for a purchase.

Soul Healer Co is proud to service our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.

What payment methods do you accept?

Soul Healer Co offers a variety of payment options. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit in the form of e-gift cards.

I placed an order, but never received a confirmation email.

If you do not receive an email from Soul Healer Co within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.

 

How do I change or cancel my order?

We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case you can however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.

 

 How long after I place my order will it ship?

Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verification team if confirmation is needed for the order.

 

I am an international customer. What are the rates I should expect to pay?

We offer FREE worldwide shipping over orders of $25, and all other orders are $4.99 flat rate for the most part, including all other international orders. Soul healer co is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our warehouse, there will be a bounce back fee. 

My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?

Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires. 

 

I placed an order, but haven't seen any movement from soul healer co. What's going on?

There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.

 

Shipping

What company does Soul Healer Co use to ship packages?

We offer various shipping companies depending on products.

 

How long does shipping within the US and International?

Shipping to US takes about 10-12 Business Days on most products. There are some products, which may take a little longer depending on how many orders in place already. We abide by all international rules and delays happen mainly due to country’s customs, for which we have no control over. We provide you with tracking number for you to track your package and not worry about getting there in time.

  

Do you refund shipping fees?

Shipping fees are non-refundable. 

 

My purchase is over $25… Why hasn't the shipping charge been waived?

Free shipping for orders over $25 (subtotal) applies to all orders. If your order was over $25 and the fees were not waived, please use code (QM7FB4SG187Q) and the shipping will be waived. Be sure to reach out to us if you encounter this problem as we strive to best serve you.

 

How do I know my package has shipped and is on its way?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.

 

Tracking Your Order

How do I check on the status of my order?

You will receive an email from us within 3-5 business days of ordering with shipping details. Will provide you with both the tracking number and site from where you can track the package. You can monitor your package’s progress until it is delivered to your door.

 

I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Soul Healer Company… What's going on?

In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Soul Healer Company via phone or email, please email us or call us back as soon as possible to avoid having your purchase cancelled.

 

My tracking info shows my package was delivered, but I never received it.

Soul Healer Co provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Soul Healer Co does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.

 

My clothes do not fit, and I want to return them.

No worries, we will accept shoe returns up to 30 days after purchase, as long as the clothes are unworn, are in their original packaging, and you have included the original invoice. We also offer to give you another size, bigger or smaller, in order to accommodate and provide you will full satisfaction.

 

My package is being returned to you, what do I do now?

All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.

 

Where do I send my return to?

Please address your package to: 


Soul Healer Company

302 East Clay Avenue,

Roselle Park, New Jersey 07204

USA

 

How long does it take to process returns?

Returns are processed within 2-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an E-gift card via email. Please keep your return tracking number for your records.

 

Does Soul Healer Co exchanges clothes? 

If you are unhappy with the size or clothes of any reason, let us know and we can work with you on getting you credit for exchange.

 

Does Soul Healer Co issue refunds?

We will try our best to accommodate and attend to any issues you may experience. In the process, however, if we are unable to come to a resolution, we offer either store credit in the form of an E-gift card or refund your money. Please treat store credit like cash.

 

I got my order, but an item is missing/defective/not what I ordered. What do I do?

Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.

Contact support – soulhealrco@usa.com

 

Size Guide

I'm a Fashionista. How do I find out what my size is?

We work with many manufactures and sizes can vary depending on from whom it is being manufactured. Always be sure to check the size chart for proper fitting.

 

Don't see your question answered? Shoot us an email at soulhealrco@usa.com with your order number in the subject, or call our Customer Care department at 1 (908) 590 0149 Mondays-Fridays between 9:00 AM to 5:00 PM EST

  
Happy shopping! 
Namaste