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          HOLIDAY SHIPPING AND RETURNS

          HOLIDAY SHIPPING INFO

          SHIPPING CUTOFF DATES
          We've made every effort to get your orders processed and shipped faster. Shipping delays due to weather, natural disasters, or other uncontrollable events cannot be foreseen and may increase the delivery timeframe. Shipping services and rates are subject to change without prior notice.

          Order On or Before Receive Before
          ALL ORDERS 14th December 25th December


          All orders placed after 14th December, 11:59 PM PST may require an additional business day for processing. All shipping estimates are based on business days, excluding weekends.

          For additional information regarding shipping options and rates, see our Shipping and Returns Policy.
          HOLIDAY RETURN POLICY

          Customer Satisfaction is one of our key focuses. For orders between November and December, if you’re not satisfied with your purchase, you can return it for a refund within 60 days of your purchase. For products purchased from an authorized dealer, their return policy applies — please contact them directly for more information.

          REQUEST A RETURN

          To be eligible for a return, the following criteria must be met:

          All returns must be purchased from our main webpage. SOUL does not offer returns on items purchased outside of SOUL.

          All returns must be processed through our customer service team within 60 days of original purchase. Once approved, an RMA label will be provided.

          Any shipping costs from the original order are non-refundable

          All merchandise must be undamaged and returned in its original packaging.

          Once your return has been received, please allow up to 15 business days to process your refund. Refunds will be returned to the original form of payment. SOUL does not accept returns on items purchased outside of Soulnation.com.

          Any approved warranty exchanges must be requested separately through our Warranty Form and will be provided with a prepaid shipping label for the return of your eligible SOUL product

          SHIPPING YOUR RETURN

          We recommend the following guidelines when shipping your return:

          Pack your item securely to ensure there is no damage to the returned product during transit.

          You may use the original product packaging or your own. Please make sure any reference to old tracking numbers is completely removed.

          Securely attach your return label to the package.

          Ship your return based on the shipping label provided.

          If you choose to use your own shipper, please include original order information or the return RMA number inside the box. We recommend selecting a service that allows for package tracking and keeping the tracking number for your records. Any additional return shipping costs are non-refundable.



          HOLIDAY FAQ

          WHEN IS THE LATEST I CAN ORDER MY ITEM BEFORE CHRISTMAS?
          Order On or Before Receive Before
          ALL ORDERS 14th December 25th December


          All orders that are made on or before the 14th of December are estimated to receive their SOUL product before the 25th of December. While we do our best to ensure that delivery is on time, this is an estimate, and delays in transit can occur.
          CAN I EDIT OR CANCEL MY ORDER?

          We process and ship your order as quickly as possible. Once your order is placed, we are unable to edit your order. Please note, there is a short window of time (up to 1 hour) after order placement when your order can be canceled. Simply navigate to order history inside your account or visit the order status link here. We are unable to cancel orders after this window has passed.

          CAN I PLACE AN ORDER FOR AN ITEM THAT IS OUT OF STOCK?

          At this time, we are unable to offer backorders or pre-orders for items that are out of stock. Sign up for in-stock alerts to be the first to know when a product is back in stock.

          SHOULD I WAIT TO SHOP UNTIL THE LAST SHIPPING DATE?

          No, we encourage all customers to order early and not wait! These limited time holiday deals are only available while supplies last and often sell out.

          CAN I SHIP THE PRODUCT TO MY FRIENDS / FAMILY AS A GIFT INSTEAD?

          Yes, you can! Just fill in their shipping information and we will handle the rest.

          I HAVE NOT RECEIVED MY ORDER. WHAT SHOULD I DO?

          If you are encountering this problem, please contact our customer support team at support@soulnation.com for assistance. We will be investigating the issue.

          GENERAL ENQUIRY

          Purchasing Online

          Do we ship internationally?

          Yes, we ship our products globally.

          What sort of payment do you accept?

          We currently accept American Express, Apple Pay, Diners Club, Discover, Google Pay, JCB, Mastercard, PayPal, Shop Pay, Venmo, and Visa.

          How do I track my order?

          Once your order has been confirmed, you will receive a confirmation email with tracking. You can track the progress of your package by clicking on the link provided.

          Can I modify or cancel my order?

          Orders placed are usually fulfilled within 12-24 hours. If your shipment has been shipped out, it cannot be modified or canceled.

          Why has my order been refused?

          There are a variety of reasons that can lead to this problem. It could be a mismatch of your billing and shipping addresses, or you have entered your card information wrongly.


          If there still is an issue with your order, feel free to contact our customer support team at support@soulnation.com.

          Shipping and Delivery

          How long will it take for my product to arrive?

          Orders are fulfilled within 12-24 hours of purchase. You can expect to receive your order in 2-7 working days. Orders outside of the United States will have to wait 3-7 days and additional time may be added due to your local customs laws.

          It has been a few days after I purchased and I still have not received my SOUL product. What should I do?

          Once you have received your tracking number from us by email, we ask that you first contact your local delivery service to correct any delivery issues as they will have more accurate information about the status of your order.

          If the issue has not yet been resolved within 4 days of contact, do let us know by contacting support@soulnation.com. We will be glad to follow up and investigate for you.

          Can I have my product delivered to a different address from my purchasing address?

          Yes, that is okay. If the delivery address is not a P.O. Box address, then you are fine.

          It has been a few months after Ì purchased it and I still have not received my SOUL product. What should I do?

          Do let us know within 10 – 21 days of purchase if you still have not received your product. We will be glad to follow up and investigate for you.

          I still have not received my package / My package is broken when I received it. What can I do?

          If you are encountering this problem, please contact our customer support team at support@soulnation.com for assistance. We will be investigating the issue.

          I was not home when FedEx tried to deliver my package? What can I do?

          FedEx will deliver to your address again on a consecutive day. After 3 failed attempts, they will store your item temporarily at the nearest FedEx Warehouse available for pickup.

          Can you deliver to P.O. Boxes?

          Unfortunately, our courier is unable to deliver to P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses.

          Where is my order being shipped from?

          We have two warehouses that we ship from. For domestic orders, we will be shipping from our AUS warehouse. For international orders, we will be shipping from our Hong Kong warehouse.

          (INTERNATIONAL ORDERS) I would like to amend my shipping address/delivery instructions/date of delivery. What should I do?

          With FedEx®️ Delivery Manager, you can change all of that by signing up on their site for free. You will be able to request to customize your delivery preferences, manage delivery times and locations, and keep track of your FedEx®️ deliveries. Some of these options are subjected to a small fee that you will bear responsibility for. To find out more, please visit here for more information

          Import Tax & Duties

          Depending on the country we are shipping to, the import tax, duties, and related customs fees for your import may not have been included in the shipping cost. These fees, if applicable, depends on the Customs office of the destination country. Bear in mind that you are responsible for these payments. Please contact your local customs for additional details.



          Returns and Warranty

          I lost an earphone. Will you help me replace it?

          As stated in our warranty policy, we cannot replace lost items. You can read our warranty policy here.

          What do I need to fulfill my warranty?

          Please send us a picture of your product and proof of purchase (Receipt, Order Number, etc.)

          Can I request a replacement for my SOUL product? What should I do?

          When returning a product, please remember that you will be bearing all shipment charges. You can read our warranty policy here. Contact our SOUL support team for more information at support@soulnation.com

          When I ship a SOUL product to your offices, who will bear the shipping costs?

          Our support team will guide you on the procedure. You can contact us at support@soulnation.com.

          Please note that shipping an item back to our office will require you to bear the costs of shipping to us.

          I would like to make a refund. What should I do?
          First off, we would like to thank you for your consideration in buying our products in the first place. We understand that you may need a refund due to personal reasons and we are here to help you. Here are some things that you will need to know:

          • If your product has not been shipped, we can offer a full refund.
          • If your product is in transit, please return the item back to us the same way you received it, and we will refund it once we have received the item in our warehouse.
          Still not sure? You can visit our warranty policy here for more information or contact our support team at support@soulnation.com.


          Product issues

          Where can I buy your products?

          You can directly buy our products online. We also have official distributors that help supply our products for you locally. You can find out more details by here.

          The product I want is out of stock. How do I order it?

          We apologize for any inconvenience if the product is not available. Please check back as we usually replenish the product within 1-2 weeks of going out of stock.

          Help! My SOUL product is not functioning properly. Who can I contact?

          You can contact our support team at support@soulnation.com for more details.

          I would like to get a replacement for my headphones cups / earphones tips. Who should I contact?

          If we have stock in our warehouse, we can help you. Please contact our customer support team at support@soulnation.com for more information.



          All values stated are in $AUD

          Still not sure about the charges? You can contact us at support@soulnation.com for inquiries.

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