Shipping policy
Handling Time
All orders are processed within 2–3 business days, excluding weekends and public holidays.
Order Cut-off Time:
Orders placed before 5:00 PM (GMT+8) on business days will be processed on the same day.
Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next business day.
Once an order has been processed, it will be prepared for shipment based on inventory availability.
Shipping Coverage
We currently ship to most countries worldwide.
If an order cannot be fulfilled due to specific regional address restrictions, it will be cancelled and fully refunded before shipment. We are constantly working to expand our coverage to reach more customers globally.
Shipping Fees
Free standard shipping is available on orders over $50 USD.
For orders under $50 USD, shipping fees are calculated automatically at checkout based on the order details.
All shipping charges displayed at checkout are final and fully consistent with this shipping policy.
Estimated Delivery Time (Transit Time – United States Only)
Estimated delivery time after dispatch within the United States is:
- Standard Shipping: 7–20 business days
- Please note:
- Transit time does not include order processing (handling time).
- Delivery times are estimates and may vary due to carrier operations, weather conditions, or public holidays.
Duties & Taxes
For orders, applicable sales tax (if any) is calculated at checkout.
For international orders, customers are responsible for any customs duties or import taxes required by their country.
Tracking Information
Once your order has been shipped, you will receive a shipping confirmation email containing tracking details.
For some shipments, tracking information may take 2–5 business days to become available.
If tracking information does not update after this period, please contact our customer care team for assistance.
Lost or Delayed Shipments
If an order is significantly delayed or confirmed lost in transit, we will work with the carrier to investigate the issue.
Depending on the situation, we may offer:
- A replacement shipment
- A refund
Incorrect Address
Please ensure that all shipping information provided at checkout is accurate and complete.
We are not responsible for delivery issues caused by incorrect or incomplete address details submitted by the customer.
Contact Us
Customer Care: Mon–Fri • Response within 24 hours
Email: support@soulstonehouse.com
Tel: +64 021760807
Address: Flat 12, 20/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong
Disclaimer:
This Shipping Policy is provided for informational purposes only. Delivery times are estimates and are not guaranteed.
For information regarding returns or exchanges, please refer to our Returns Policy.