FAQ's
Where are you located?
Grand Prairie, Texas
Which mail carriers do you use?
We ship via USPS charge a flat rate of $7.99 regardless of order size.
How long will it take to get my order via mail?
We are very quick to pack and ship, especially for small business. Typically, orders will ship the next day (M-F) however, in more rare cases please allow up to 3 business days for your order to ship - especially during busy launches, restocks etc. Once shipped, packages will arrive within 1-5 business days.
Do you offer local pickup?
Local pickup is not available at the moment. But it will become available at some point in the future.
Do you offer international shipping?
Unfortunately, we no longer offer international shipping. This is due to extremely high costs to ship and candles being held at customs for months upon months in the recent past.
Can I send a gift to a friend, family or loved one?
Absolutely. Our invoices never include cost, it is simply an itemized receipt, which essentially serves as a gift receipt. If you'd like to include a special note, please type it out in the order notes BEFORE checkout. We will highlight your note for the recipient to see! Oh, and of course sure to use their shipping address!
Do you offer gift cards?
Yes! Sometimes we forget to get that special someone a gift and realize it at the last minute! We've got you covered. Soul Sent gift cards are delivered digitally and are sold in increments of $25.
Enter the recipient's email at checkout (not your own) and it will be delivered immediately to their email.
If you would like to send the gift card yourself, at a later time, enter your own email at checkout then forward to your loved one, friend, co-worker etc. whenever you'd like to do so!
**We do not offer physical gift cards.
Do you accepts returns or exchanges?
We do not offer refunds. However, if your item arrives damaged (broken glass), we will happily offer a replacement of the same exact items damaged. See below for full details. We do not offer exchanges or refunds for any other reason.
Stolen packages or packages delivered to the wrong address:
If USPS fails to deliver your package correctly (wrong address) or if your package is stolen, this is not the responsibility of Soul Sent. You will be prompted to file a claim through the carrier for a full refund — a mishap such as this is completely out of our hands and is solely to responsibility of the carrier.
What if my order arrives broken or damaged?
If this happens, we've got you covered. Please email us a photo of the following ASAP:
- a photo of the damaged item up close
- a photo of the box, showing all packaging used to protect the item
- a photo of the shipping label on the box
Please send your email to soulties.connect@gmail.com (please do not DM us about this as it's easy to lose track of this information).
Do you offer wholesale?
Yes, we offer wholesale with minimums and some restrictions. Email us to inquire about our wholesale options and pricing: soulties.connect@gmail.com