Frequently Asked Questions (FAQs)

Orders & Shipping

1. How long does it take to process my order? To ensure the highest quality, our apparel is printed specifically for your order. All orders enter our printing and fulfillment process within 2–3 business days (Monday–Friday). Orders placed before 2:00 PM CT typically begin fulfillment on the same business day.

2. Where do you ship, and how much does it cost? We offer standard worldwide shipping. Within the United States, standard shipping is a flat rate of $6.50 per order. For international destinations, standard shipping is a flat rate of $12.50.

3. What is the estimated delivery time? Our total estimated delivery time is calculated as: Handling Time (2-3 business days) + Transit Time.

• United States Transit Time: 5–10 business days (Total estimated delivery time: 7–13 business days).
• International Transit Time: 10–20 business days, depending on local customs clearance (Total estimated delivery time: 12–23 business days).

4. How can I track my package? As soon as your items finish production and are handed over to the carrier, a tracking number will be automatically emailed to you. You can use this tracking link to monitor your shipment’s journey in real-time.

5. What if my package is marked “Delivered” but I haven’t received it? Shift and Soul is not responsible for packages officially marked as delivered by the carrier. We recommend checking with household members, neighbors, or contacting your local carrier branch directly. We will gladly assist you by reviewing shipping data from our end to support your carrier investigation.

6. Do I have to pay customs or import duties? Yes. For international orders, any applicable customs duties, import taxes, or local clearance fees are determined by your country’s customs office and are the sole responsibility of the recipient.

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Returns & Refunds

7. What is your return policy? We offer a dedicated 30-day return window from the date of delivery. You may request a free replacement or a full refund if the item arrives with manufacturing or printing defects, is damaged during transit, or if you received the incorrect item.

8. Can I return an item because I changed my mind or chose the wrong size? Because our products are printed specifically for your order based on our pre-designed catalog, we cannot accept returns, exchanges, or refunds for personal preference, change of mind, or incorrect size selection. Please review our detailed size charts on the product pages carefully before purchasing.

9. Who covers the return shipping costs? Shift and Soul covers all return shipping or replacement costs if the error is on our part (manufacturing defects, misprints, or wrong items shipped). No restocking fees apply for these cases. For any delivery issues arising from customer error (such as providing an incorrect shipping address at checkout), any applicable redelivery costs are the customer’s responsibility.

10. How do I start a return request? Please contact our support team at support@shiftandsoul.com within 30 days of delivery. Include your order number, a brief description of the issue, and clear photo or video evidence of the defect or damage. Do not ship any items back without prior authorization from our team.

11. How long does it take to get a refund? Once your return claim is reviewed and approved (typically within 2–3 business days), your refund will be processed within 2 business days. It usually takes about 5 business days for the funds to appear back on your original payment method, depending on your bank’s processing policies.

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Cancellations & Changes

12. Can I cancel or change my order? Yes, you may request a cancellation or a shipping address update free of charge within 6 hours of order placement by emailing support@shiftandsoul.com. After 6 hours, orders enter the production phase and can no longer be modified or canceled.

13. What if I provided the wrong shipping address? If you notify us within the 6-hour window, we will gladly update your address. Shift and Soul cannot be held responsible for misdelivered or lost packages if an incorrect or incomplete shipping address was provided at checkout and the order has already entered production.

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Payment & Security

14. What payment methods do you accept? We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover, Diners Club, JCB) and PayPal.

15. Is my payment information secure? Absolutely. We use SSL encryption and PCI-DSS compliant payment gateways. We never store your full credit card number or CVV on our servers.

16. Why was my payment declined? Common reasons include incorrect card details, a mismatch in billing address, or insufficient funds. Please verify your information or contact your bank.

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General Information

17. What if an item I ordered becomes unavailable? In the rare event that a specific product style or size becomes unavailable after your purchase, we will notify you immediately via email. We will provide you with the option of a comparable alternative or a full refund. We will never substitute any product without your explicit prior consent.

18. How can I contact customer support? You can reach us at:

• Store Name: Shift and Soul

• Store Address: 3214 SW 29th St, Topeka, Kansas 66614, United States

• Email: support@shiftandsoul.com

• Phone: +1 914 352 9423

• Support Hours: 9:00 AM – 5:00 PM CT, Monday – Friday