Shipping and Returns
Shipping Policy
Shipping at Wooden Soul is always free to anywhere within the continental USA. Always! We've priced the cost of shipping into every product so you don't have to think about it.
All products ship within 1-5 business days of your order (unless otherwise specified), and many ship within 48 hours. You'll receive a tracking number the moment it has shipped.
We currently only ship to the continental USA. We may be opening orders to other countries soon.
Return Policy
At WOODEN SOUL, quality is our priority, and as part of our customer service commitment we offer an unconditional return policy. We have a 30-day return policy from the time you *receive* your item. All returns require a RMA number. Please email us with your order number and the reason for the return before returning the item.
Before we get into the returns process below, what we found worked best and easiest for our customers who wanted to return an item is to re-sell it in local online classifieds or marketplaces instead. This saves you from paying the re-stocking and shipping fees. If you're unable to re-sell it for the price you paid for, WOODEN SOUL will cover up to $75 of the difference. You just need to send us proof of how much you sold it for.
If you'd prefer to return the product to us, the process is outlined below.
Within 30 days of of your product's arrival date, you may return any item in new condition, with its original packaging and any accessories for a full product refund.
The 30-day returnable period will begin from the date that the customer receives their product. If there is no receipt of delivery, the date shall be assumed to be three business days from the date of dispatch. Item must not be damaged and in original condition and must be returned in original packaging, in an unmarked and unused condition, unassembled and complete with any accessories.
We cannot refund any shipping charges, nor can we refund the shipping cost on "free" shipping items. The original cost of shipping to you in these cases will be deducted from your refund amount. However we will cover up to $75 in shipping charges. This includes the outbound and return shipping costs. If shipping costs exceed $75, the portion beyond that amount will be the responsibility of the customer and will not be refunded. We will only cover the $75 for one return per household. For subsequent returns, all shipping charges are non-refundable.
You are responsible for shipping the item back to one of our North American warehouses, the address of which will be provided to you upon approval of your return request. You will need to send us the shipping receipt so we can verify the cost.
All returns are subject to a restocking fee of 15% and will be taken off the total refund.
Do not attempt to disassemble any items. Attempts to change the appearance or function of any item you purchased from us will void the warranty and your right to return the product for a full refund.
How do I return my product?
The customer must comply with directions from the WOODEN SOUL team to facilitate a return.
All returns require a RMA number. Please email us with your order number and the reason for the return before returning the item. The warehouse will refuse any returns without this authorization.
To return a purchase, please follow these instructions carefully:
Send us an email within the 30-day period described above to request a Return Authorization Form.
Prior to returning the item, this form must be filled out and emailed back to shop@woodensoul.co for approval, along with a picture of the packaged product you want to return.
Please attach a copy of the Return Form to each box being returned. Original receipt is needed for any returns. The address to ship to will be provided upon advice of the refund/return request.
Other than in accordance with WOODEN SOUL 30-Day Money Back Guarantee, WOODEN SOUL does not provide refunds in any other case. WOODEN SOUL reserves the rights to make changes to these terms and conditions without prior notice.
Upon receipt of the products, your merchandise will be inspected and the refund will be issued within thirty (30) business days.
Refunds are typically issued through the same transaction method you used in the original purchase. Should you wish to be refunded through a different method, please email us in advance at shop@woodensoul.co.
About Damaged or Faulty Products
We take great care to make sure your items are shipped safely. Each order is insured in the unlikely event that damage occurs during the shipping process. While cases are rare, damages do happen once in a while.
If a customer is to receive a damaged or faulty product, they must notify WOODEN SOUL within 48 hours upon receipt of the goods and follow the returns policy as stipulated above. Any reports made after this time frame are subject to non-action on our part. Detailed photos of said damage must be provided, including photos of the box and the packaging as it was received.
In order to process your claim, please send us detailed photos of the damaged product, including one of the box and the packaging as it was received, to shop@woodensoul.co. Make sure to keep all of the original packing material.
WOODEN SOUL must issue a return authorization prior to customers returning goods. Unauthorized returns will not be accepted, and you risk losing both your purchase price and the item.