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Order Status & Shipping Information

At Soulmate Customs, each order is meticulously crafted to meet your unique specifications. Our goal is to deliver your personalized item as quickly as possible while maintaining quality standards. Here’s what you need to know about our processing and shipping times:

Processing Time

  • Standard Processing:

    • 5-10 business days
      This time frame covers the internal handling needed to create your customized item. Please note that processing time does not include shipping time, which depends on the method selected at checkout.
    • ⚠️ Note: Processing times may be extended slightly during peak seasons (e.g., holidays) or due to high demand.

  • Expedited Processing:

    • 3 business days
      For a priority handling service, expedited processing ensures that your order is prepared and ready to ship within 3 business days.
    • ⚠️ Important: Expedited processing applies only to our internal production time and does not influence shipping transit times.

Shipping Times (Estimated Delivery)

Once your order has been processed, shipping times depend on your location and the selected carrier. Here’s a general guide:

  • United States: Estimated delivery in 2-5 business days
  • Canada: Estimated delivery in 1-2 weeks
  • Other International Destinations: Estimated delivery in 2-3 weeks, though customs processing may extend this timeframe

Additional Shipping Information

  • Carrier Responsibility: All estimated delivery times are based on information from the shipping carrier. Once your order leaves our facility, the package is under the carrier’s control, and delivery times may vary.
  • International Orders: Customs and import processing may delay delivery in some countries. We recommend allowing additional time for customs clearance if shipping internationally.
  • Address Issues: Please ensure your shipping address is accurate. If the package cannot be delivered due to address issues or the recipient’s unavailability, delays may occur.

⚠️ Note: Processing times only begin once all order details are confirmed. This includes any approvals, revisions, or additional information needed to complete your order.

Tracking Status - "In Transit"

If your tracking status shows “In Transit” for an extended period, it may be due to customs (for international orders) or carrier delays. Here’s what you can do:

  • For International Orders: Customs clearance can sometimes extend the shipping time, particularly during peak seasons. We recommend reaching out to the carrier directly with your tracking number for more detailed information.
  • For U.S. Orders: If your package shows as “In Transit,” it is most likely with the carrier and moving through their network. You can check the tracking link sent to your email or contact the carrier directly if further clarification is needed.

If you need additional help, our customer support team is always here to assist. Reach out to us at [email protected] with any questions or concerns about your order status.

At Soulmate Customs, each item is personalized and carefully crafted, requiring dedicated processing time. Here’s what you can expect regarding our standard processing timelines and factors that may impact your order.

Standard Processing Time

  • 5-10 Business Days
    Our typical processing time is 5-10 business days (Monday to Friday), excluding weekends and holidays. During peak times—such as holiday seasons or promotions—this timeframe may extend slightly due to increased order volume.

Potential Causes of Delays

While we strive to process orders as quickly as possible, some factors may impact processing and shipping timelines:

  • High Order Volumes: During holidays or sales events, demand may increase processing times. We work diligently to fulfill orders promptly, but please allow extra time during these periods.

  • Carrier Delays: Once your order ships, the delivery timeline is managed by the carrier and may vary. Weather, logistical challenges, or other unforeseen factors may occasionally cause shipping delays.

  • International Orders & Customs: For international shipments, customs clearance may extend delivery times. Customs processes vary by country and are outside of our control.

If we anticipate significant delays with your order, our team will proactively notify you. For any questions or updates on your order status, please reach out to us at [email protected].

We appreciate your patience as we work to deliver your custom item. Thank you for choosing Soulmate Customs!

We offer expedited processing for purchase at checkout to prioritize your order and minimize wait times. Please review the details below to understand how this service works.

What is Expedited Processing?

Expedited processing ensures that your order receives priority handling and is processed within 3 business days. This accelerated timeline applies solely to our internal production process, helping us prepare your custom item more quickly.

Important Notes

  • Carrier Shipping Time: Expedited processing applies only to our internal production time. It does not affect the carrier’s shipping time, which will vary based on the shipping method you selected at checkout.
  • Order Confirmation: The expedited processing timeline begins once all order details are confirmed. This may include design approvals or any revisions needed to finalize your order.

How to Request Expedited Processing

If you would like to add expedited processing to your order or have questions about this service, please reach out to us at [email protected] for assistance.

Thank you for choosing Soulmate Customs! We’re here to ensure your custom item arrives as quickly as possible while maintaining our quality standards.

At Soulmate Customs, we prioritize delivering your order securely and in perfect condition. Here’s our policy on lost, stolen, or damaged packages and how you can protect your order.

Package Protection

We highly recommend adding Package Protection at checkout. This optional coverage protects against potential loss, theft, or damage during transit, giving you peace of mind.

⚠️ Note: Soulmate Customs is not responsible for any packages that are lost or stolen without package protection.

Lost or Stolen Packages

If your package is marked as "Delivered" by the carrier but cannot be located:

  • Without Package Protection: Soulmate Customs is not responsible for packages that are lost or stolen. In such cases, please check with family members, neighbors, or building management (if applicable) and contact the carrier directly to file a claim.
  • With Package Protection: If Package Protection was added to your order, please reach out to us at [email protected] with your order number, and we’ll assist you with initiating a replacement.

International packages are only considered lost after 30 days with no tracking updates.

US packages are only considered lost after 10 days with no tracking updates.

Damaged Packages

If your order arrives damaged, we’ll work with you to make it right:

  • Contact Us Within 14 Days: Please email us at [email protected] within 14 days of receiving your order. Include your order number, a brief description of the issue, and clear photos showing the damage.
  • Replacement or Repair: Once we’ve reviewed the issue, we’ll assess whether a replacement or repair is appropriate and guide you through the next steps. Please note that damages caused by shipping will require photo evidence to process a replacement.

Additional Tips for Missing Packages

If your package shows as "Delivered" but cannot be found:

  1. Check Nearby: Sometimes carriers leave packages in a hidden spot or at a neighbor’s address.
  2. Contact the Carrier: Use your tracking number to inquire directly with the carrier about the delivery details.

For further questions or assistance, please reach out to us at [email protected]. Our team is here to support you within our policy guidelines.

At Soulmate Customs, we strive to provide transparency around all shipping-related costs and policies. Please review the following information regarding shipping fees, responsibilities, and our refund policy.

Customer Responsibility for Shipping Fees

All shipping fees incurred during the purchase process are the sole responsibility of the customer. This includes:

  • Initial Shipping Fees: The cost to ship your order from Soulmate Customs to you, including any extra fees that may be charged by the shipping carrier.
  • Import/Customs Fees (for International Shipments): For orders shipped outside of the United States, additional import or customs fees may apply upon arrival in the destination country. These fees are assessed by customs in your country and are the customer’s responsibility to pay.

Liability for Extra Charges

Soulmate Customs is not liable for any additional charges that may arise after your package is shipped, including but not limited to:

  • Post Office Charges: Extra fees imposed by the post office or other shipping carriers, such as fees related to package handling, storage, or specific delivery arrangements.
  • Additional Carrier Charges: Any unexpected fees charged by third-party carriers due to delivery adjustments, address modifications, or storage needs.

Please be aware that these potential additional charges are separate from the initial shipping fee paid during checkout and may vary by carrier or country.

Non-Refundable Shipping Fees

All shipping fees are non-refundable. This policy applies to:

  • Initial Shipping Fees: The original shipping cost paid at checkout is non-refundable, even if the order is later canceled or returned.
  • Return Shipping Fees: Any fees incurred to return a product to Soulmate Customs are also the responsibility of the customer and are non-refundable.

For any questions or additional assistance regarding shipping costs, please reach out to us at [email protected]. Our team is here to help clarify any details related to shipping policies and costs.

Customization & Design Options

At Soulmate Customs, we’re excited to offer customization options that allow you to create unique designs using multiple images. For the best visual outcome, please review our guidelines below.

How to Submit Multiple Images

If you’d like to include multiple images in your design, we recommend creating a collage with up to 4 images. Here’s how:

  1. Collage Creation: Arrange the images side by side in one file and upload this single image to your order. This helps maintain a cohesive layout for your custom design.

  2. Additional Placements: If you’re interested in more than one image placement or unique designs in different areas, an additional fee of $30 per placement will apply.

  3. Instructions: For specific customization requests, please add them in your order notes. Our team will review your instructions and follow up if additional details or clarification are needed.

Need Further Assistance?

For questions about using multiple images in your design or additional guidance, feel free to reach out to us at [email protected]. Our team is here to help bring your vision to life!

We make it simple to combine multiple images into a cohesive design. Follow the steps below to help us bring your vision to life.

How to Combine Multiple Images

  1. Create a Collage: Arrange the images you’d like in one cohesive layout and save them as a single file. Upload this file to your order to ensure we capture the exact layout you’re envisioning.

  2. Additional Background Option: If you would like extra background elements included, please select the background option on our website for an additional $19.99. This will allow us to incorporate extra details for a more personalized touch.

  3. Order Notes: Include specific notes on how you’d like the images combined. Detailed instructions help us align closely with your preferences and ensure your custom design meets your expectations.

Need Assistance?

If you have questions or need guidance on combining images, feel free to reach out to us at [email protected]. We’re here to help make your custom design experience as smooth as possible!

We want to ensure your design perfectly aligns with your vision. Our Outline Approval option lets you review and approve your design outline before production begins. Here’s how the process works:

How Outline Approval Works

  1. Outline Preview: Once your design outline is ready, our team will email you a digital preview for your review. This preview gives you an opportunity to see how your design will look and request any adjustments if needed.

  2. Revisions: You may request up to 3 revisions to your outline at no additional cost. Our goal is to ensure you’re happy with the design before it moves into production.

  3. Simplifications: To maintain the quality and integrity of your design, some minor details may need to be simplified, especially in embroidery or engraving. Simplifications ensure that the final product is both durable and visually appealing.


All picture changes incur a $20 fee (the approval fee service only applies to the original attached picture).

Extra features not listed on the website may be subject to additional charges


Need Assistance?

If you have any questions about the Outline Approval process or need further clarification, please don’t hesitate to reach out to us at [email protected]. We’re here to make sure your custom piece meets your expectations!



We love adding unique elements to make your design truly one-of-a-kind! If you’d like to include intricate details such as tattoos, jewelry, or other small features, please review our guidelines below to help us achieve the best results.

Guidelines for Adding Small Details

  1. Detail Limitations: While we strive to capture the essence of each unique detail, some elements may need to be simplified in the final embroidery to maintain quality and durability. This is especially true for highly intricate or tiny features.

  2. Order Notes: Please specify the details you’d like to include in the order notes at checkout. Clear instructions help our team better align with your expectations and ensure your custom design looks exactly as you envision.

  3. Size Considerations: Tiny details may appear differently when translated to thread, so a simplified outline may sometimes be necessary to ensure the quality of the final product.

Need Help?

If you have any questions about adding intricate details or want guidance on how to achieve the best outcome for your custom design, please contact us at [email protected]. Our team is here to help make your design as unique and personalized as possible!

Returns, Replacements & Cancellations

At Soulmate Customs, we’re committed to delivering high-quality, personalized products that meet your expectations. Please review our replacement policy to understand eligibility requirements and guidelines for requesting a replacement.

Non-Eligible for Replacement

Certain conditions make items ineligible for replacement, including:

  • Customer Errors: We cannot provide replacements for errors in the design or item requested by the customer, such as typos, incorrect item type, or color selections.

  • Wear and Tear: Items that have been worn or used outside of the recommended care instructions are not eligible for replacement unless they were defective upon arrival.

  • Size Issues: Replacements for size discrepancies will only be considered if the product does not match the size specifications selected by the customer at checkout.

  • Discount Codes & Promotions: Orders purchased with a discount code are not eligible for replacements unless there is a significant defect or malfunction with the product.

Eligible for Replacement

Replacements are available under specific conditions to ensure that each order meets the quality standards expected by our customers:

  • Design or Product Differences: The product received is significantly different from the approved design or the requests specified in the order.

  • Workmanship Defects: Replacements are provided for products with notable defects in craftsmanship.

  • Damage Upon Arrival: If the item is damaged upon delivery, it is eligible for replacement.

  • Lost Packages: If a package is lost and shows no tracking updates for over 30 days (international orders) or 10 days (U.S. orders), and package protection was purchased, it is eligible for replacement.

General Replacement Guidelines

  • Time Frame: Replacement requests must be submitted within 14 days of receiving your order.

  • Proof Required: Customers requesting a replacement must provide a photo that clearly shows the defect or issue to facilitate our review process.

  • VIP Customers: Customers who have placed two or more orders or have a total purchase history of $250 or more are considered VIP. Requests from VIP customers will be managed by a dedicated team member for priority handling.

Minor Issues

For minor issues that do not impact the overall product quality, we have additional options to ensure customer satisfaction:

  • Examples of Minor Issues: Small outline details, small loose threads, minor logo additions or removals, and slight thread color variations.
  • Resolution Options: For minor issues, our system will automatically offer a $15 gift card and provide a care guide. If the customer does not accept this offer, they have the option to escalate the issue for internal handling.

All replacement requests are processed through our Loop app to confirm eligibility for each case.

For questions or to request a replacement, please reach out to us at [email protected] with your order details. We’re here to help ensure you’re satisfied with your Soulmate Customs experience.

At Soulmate Customs, each item is crafted based on your specific customization requests, making our products non-returnable and non-refundable. However, we recognize that certain circumstances may warrant a refund. Please review our refund eligibility criteria below.

Eligibility for Refunds

Refunds may be issued in the following cases:

  • Missing Item: If an item from the original purchase is missing from your order.
  • Missing Feature: If a specific feature included in the original purchase was not delivered.
  • Missing Custom Request: If a specific request noted in the order’s instructions was not fulfilled.
  • Delayed Expedited Processing: If the order was shipped outside of the expedited processing ETA.
  • Discount Code Issues: If a valid discount code applied during checkout did not work as expected.

⚠️ Note: Refunds will only cover the corresponding amount for each missing item, feature, or unfulfilled request. Shipping costs are non-refundable.

Non-Returnable/Non-Refundable Items

Due to the unique and personalized nature of our products, all items are considered final sale and are generally non-returnable and non-refundable.

If you believe your order qualifies for a refund based on the criteria above, please reach out to us at [email protected]. Our team will review your request and provide support as needed.

Thank you for choosing Soulmate Customs—we’re here to ensure you’re satisfied with your experience!

We understand that sometimes plans change, and you may need to cancel your order. Below is our policy for cancellations, including eligibility requirements and fees.

Eligibility for Cancellation

  • Unfulfilled Orders: Orders can be canceled if they are marked as Unfulfilled in our system, which means production has not yet begun. If your order is eligible for cancellation, please contact us at [email protected] as soon as possible.

  • Fulfilled Orders: Once an order is marked as Fulfilled (indicating production has started), it is no longer eligible for cancellation. We recommend reaching out immediately if you need assistance, and we’ll confirm if there is any possibility for cancellation.

Cancellation Fee

  • $20 Administrative Fee: A $20 fee applies to eligible cancellations to cover administrative costs associated with processing and handling your order.

For any questions or to inquire about canceling your order, please contact our team at [email protected]. We’re here to assist as much as possible within our policy guidelines.

Product Care Guidelines

To ensure the longevity and quality of your customized clothing from Soulmate Customs, please follow these recommended care instructions:

Care Guidelines

  • Washing: Turn the garment inside out and wash in cold water on a gentle cycle. Avoid using bleach or fabric softeners, as these can damage the fabric and design.

  • Drying: For best results, air dry your garment. If using a dryer, choose a low heat setting to protect the embroidery and prevent shrinkage.

  • Ironing: If ironing is necessary, turn the garment inside out and use a low heat setting. Avoid ironing directly over the embroidered area to maintain the design’s quality.

Proper care will help keep your custom piece looking vibrant and fresh over time. For any additional questions or specific care advice, feel free to reach out to us at [email protected].

Our jewelry is crafted with durability in mind, and following proper care guidelines will help keep it looking beautiful for years to come.

Care Guidelines

  • Cleaning: After each wear, gently wipe your jewelry with a soft, lint-free cloth to remove oils and dirt. This helps maintain its shine and appearance.

  • Storage: Store each piece separately in a soft pouch or jewelry box to prevent scratching or tangling with other items.

  • Avoid Exposure: Protect your jewelry from harsh chemicals, perfumes, and water, as these elements can affect the quality and longevity of the materials.

For any additional care tips or questions, please don’t hesitate to reach out to us at [email protected]. We’re here to help ensure your jewelry stays looking its best!

To ensure the longevity and quality of your customized items from Soulmate Customs, please follow these general care guidelines:

Care Guidelines

  • Avoid Chemicals: Keep your customized items away from harsh chemicals, such as cleaning agents or perfumes, as these can damage the design and materials.

  • Protect from Heat: Avoid exposing your items to direct heat sources, such as radiators or prolonged sunlight, as high temperatures can impact the durability of the design.

For specific care advice tailored to your product, please reach out to us at [email protected]. Our team is here to help you preserve the quality of your personalized items!

Privacy & Social Media

Your privacy is our top priority. We handle your images with the utmost care and respect to ensure a secure and private experience. Here’s how we manage and protect your images:

Our Privacy Practices

  • Privacy Assured: Only the artist working on your design will view your image. All images are securely stored during production and are deleted immediately after your order is completed.

  • Secure Handling: As a women-owned business, we are committed to maintaining secure management of your images. If you prefer, you may choose to blur parts of your image, such as your face, before uploading.

  • No Unauthorized Sharing: We do not share your photo with anyone outside of our internal team without your explicit permission. Your privacy is respected and safeguarded throughout the entire process.

If you have any questions or concerns about our privacy practices, please don’t hesitate to reach out to us at [email protected]. We’re here to ensure your experience is as safe and secure as possible.

We respect your privacy and give you control over how your custom items are shared. When placing your order, you’ll have the option to choose whether your finished product can be featured on our social media channels.

Social Media Sharing Options

  • YES: By selecting 'YES,' you consent to allow us to share a photo of the final product (not your original image) on our social media pages. We ensure your personal photos remain private and only showcase the completed item.

  • NO: If you select 'NO,' we will not share any images related to your order on our social media channels. Your choice will be fully respected, and your custom item will remain private. We still may use the final artwork for advertising purposes. please refer to our terms of service.

If you change your mind or have any questions about social media sharing, please reach out to us at [email protected]. We’re here to ensure your preferences are honored and your privacy is safeguarded.

At Soulmate Customs, we prioritize accurate order processing and the security of your personal information. Please review the following policies to understand how we handle customer information and what responsibilities you have when placing an order.

Information Changes

Once an order is marked as Fulfilled on Shopify, no changes can be made to customer information such as address, name, phone number, or other contact details. For this reason, it is essential to verify that all information provided during checkout is correct to ensure smooth processing and delivery.

Personal Information Management

All personal information shared with Soulmate Customs is handled according to our Privacy Policy, ensuring your data is managed securely. To review our Privacy Policy, please visit Our Website.

Customer Responsibility

Soulmate Customs is not responsible for issues with order shipments or contact attempts due to incorrect information provided by the customer. Ensuring that all provided details are accurate and complete at the time of order placement is essential to avoid potential delays or delivery issues.

For questions regarding our customer information policies or if you need help updating your information before your order is fulfilled, please reach out to us at [email protected]. Our team is here to assist!

Terms of Service

This document outlines the terms and conditions for using the Soulmate Customs website. By accessing or using our site and services, you agree to be bound by the following terms.

1. Overview

Soulmate Customs operates this website, offering all information, tools, and services conditioned upon your acceptance of the terms stated here. References to "we," "us," and "our" refer to Soulmate Customs. By visiting our site or making a purchase, you engage in our "Service" and agree to abide by these Terms of Service. These terms apply to all users, including browsers, vendors, customers, and contributors of content.

Please read these Terms of Service carefully. By accessing or using any part of the site, you accept these terms. If you do not agree, you may not use the website.

2. Online Store Terms

You confirm that you are of legal age in your state or have received consent from a parent or guardian if purchasing on behalf of a minor. You agree not to use our products for illegal activities and comply with local laws. Violating these Terms results in immediate termination of Services.

3. General Conditions

We reserve the right to refuse service at any time for any reason. Content (except credit card information) may be transferred unencrypted. Credit card data is always encrypted. You may not exploit the Service or any part of it without our written permission.

4. Accuracy, Completeness, and Timeliness of Information

We strive for accuracy but do not guarantee the completeness or timeliness of information. Historical information may be included but is not current and is provided for reference only. Changes to site content can occur without notice.

5. Modifications to Services and Prices

Prices for our products may change without notice. We reserve the right to modify or discontinue the Service without liability to you.

6. Products or Services

Some products may be exclusive to the website and have limited quantities. Every effort is made to display products accurately, but we cannot guarantee that your monitor's display will be exact. We reserve the right to limit product availability and quantities.

7. Accuracy of Billing and Account Information

We may limit or cancel orders at our discretion. If an order is changed or canceled, we will contact you. You agree to provide accurate and current account information.

8. Optional Tools

We may offer access to third-party tools but assume no responsibility or liability for them.

Our site may contain links to third-party websites. We are not responsible for examining or evaluating these sites and disclaim liability for any damages arising from third-party products or services.

10. User Comments and Submissions

We may use any feedback or ideas submitted by users without compensation. We reserve the right to edit or remove content that violates the Terms.

11. Personal Information

Your submission of personal information is governed by our Privacy Policy.

12. Errors and Inaccuracies

Occasionally, there may be typographical errors or omissions on the site. We reserve the right to correct any inaccuracies and cancel orders if necessary.

13. Prohibited Uses

You are prohibited from using the site for unlawful purposes, infringing upon intellectual property, or transmitting malicious code. We reserve the right to terminate your use of the Service for any prohibited activities.

14. Limitation of Liability

We do not guarantee uninterrupted, secure, or error-free use of the Service. Soulmate Customs is not liable for any injury, loss, or damage resulting from the use of our Service.

15. Indemnification

You agree to indemnify and hold harmless Soulmate Customs and affiliates from any claims or demands arising from your breach of these Terms.

16. Severability

If any provision of these Terms is found to be unlawful or unenforceable, it shall still be enforceable to the fullest extent permitted by law.

17. Termination

These Terms are effective until terminated by you or us. We may terminate the agreement at any time if you violate any provision.

18. Governing Law

These Terms are governed by and construed in accordance with U.S. law.

19. Changes to Terms

We reserve the right to update or modify these Terms at any time. Continued use of the website signifies acceptance of any changes.

20. Contact Information

If you have questions about these Terms, please contact us at [email protected].

We are proud of the unique designs we create for each customer. To showcase our craftsmanship, we retain certain rights to the designs we produce, while ensuring that your privacy is respected.

Rights to Use Designs

  • Ownership of Designs: The creative designs we produce remain the property of Soulmate Customs. This allows us to use these designs for promotional purposes, helping us showcase our work to future customers.

  • Privacy Assurance: We understand the importance of privacy. While we may use images of our designs in advertising, publicity, or social media, we assure you that no personal information or identifying details will be shared in any posts.

  • Purpose of Use: We may use creations from past orders in marketing efforts to highlight the quality and uniqueness of our offerings. These displays aim to inspire new customers while respecting the privacy of our existing clients.

If you have any questions or concerns regarding our use of designs for promotional purposes, please feel free to reach out to us at [email protected]. We’re here to ensure that your experience with us is both satisfying and respectful of your privacy.

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