HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We respond to messages and emails in the order they are received and try to respond as quickly as possible. We typically respond within 24 hours of receiving a message or email.
CAN I CHANGE MY DELIVERY ADDRESS AFTER I'VE PLACED MY ORDER?
Once an order has been placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to accommodate address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to correct your package before it ships. There's no guarantee we'll be able to, especially once it leaves our warehouse, but we'll do our best!
HOW LONG IS THE PROCESSING TIME?
The processing time for your order is between 1 and 3 business days from the day you place your order. Most packages are completed within 24 hours, but in exceptional cases, our warehouse is overloaded, processing time may be up to 3 business days from the day you place your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships all orders Monday through Friday (excluding holidays). After you place your order, your package should be shipped within 1-2 business days, and you will receive an email with the tracking number shortly thereafter. Depending on your location, packages will be delivered within 5-12 days from the shipping date.
WILL MY ORDER BE DELIVERED IN ONE PACKAGE?
Depending on the size of your order, you may receive multiple packages, arriving at intervals of 1 to 2 business days.
OUT-OF-STOCK/BACKORDER ITEMS:
If any of your items are out of stock, we'll send you an email to let you know when we expect to ship them. If the items aren't back in stock within two weeks, we'll automatically refund the purchase price of those items.
ADDRESS CHANGES:
So if you notice an error, please email us as soon as possible with your name and order number so we can try to locate your package before it leaves our warehouse. There's no guarantee we'll be able to change the address, especially once the package leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally to almost all countries. You will receive your shipment 5-12 days after your order is shipped. All orders are shipped within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply click on the "Track My Order" link on the home page or in the main menu and enter your tracking number to see where your package is. If you need further assistance, we're always ready to help.
WHY IS MY TRACKING NUMBER NOT WORKING?
Tracking numbers often only work for domestic orders, as foreign postal systems don't update the package location in our carriers' systems. International shipping typically takes 1-2 weeks, so you can expect it to take approximately that long to receive your package. If your order is from within the United States and the tracking number isn't working, please let us know so we can ensure your items have been shipped properly.
THE TRACKING NUMBER SAYS "DELIVERED," BUT I HAVEN'T RECEIVED MY ORDER?
The USPS is responsible for any domestic (US) delivery issues once the shipment has left our warehouse or our delivery provider. You can contact the shipping provider directly to locate your package at your local post office.
WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a money-back guarantee valid for 30 days prior to the delivery of your order, so please make sure you contact us within this timeframe. To reach us for assistance, please use either the Contact tab or email us at nathaly@soullight-service.com
Do you have any further questions? Send us an email at nathaly@soullight-service.com and we'll get back to you within 24 hours.