Thank you for shopping with Soulys. We are committed to delivering your natural pet products safely and efficiently.
Shipping Policy
Processing Time
Orders are typically processed within 1–3 business days (excluding weekends and holidays). During high-volume periods, processing times may be slightly extended.
You will receive a confirmation email once your order has shipped.
Shipping Rates & Delivery Estimates
Shipping rates and delivery times are calculated at checkout based on your location and selected shipping method.
Estimated delivery times are provided by the carrier and are not guaranteed.
Soulys is not responsible for carrier delays due to weather, holidays, or other unforeseen circumstances.
Incorrect Shipping Information
Please ensure your shipping address is accurate at checkout. Soulys is not responsible for orders shipped to incorrect addresses provided by customers.
If you notice an error, contact us immediately at:
Once a package is marked as delivered by the carrier, Soulys is not responsible for lost or stolen packages. If you experience an issue, please contact the shipping carrier directly.
We are happy to assist you in filing a claim if needed.
Returns & Refunds Policy
We want you to feel confident in your purchase.
Return Eligibility
To be eligible for a return:
Items must be unused and in original packaging
Return request must be made within 30 days of delivery
Proof of purchase is required
Certain items may be non-returnable due to hygiene or safety reasons.
We will provide return instructions once your request is approved.
Refunds
Once your return is received and inspected:
Approved refunds will be issued to the original payment method
Please allow 5–10 business days for processing
Original shipping fees are non-refundable
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the product and packaging.
We will work quickly to resolve the issue.
Exchanges
If you need to exchange an item, please contact our support team. Exchanges are subject to product availability.
Our Commitment
At Soulys, we are dedicated to responsible pet care and customer satisfaction. If you have any questions regarding shipping or returns, our team is here to help.
