Shipping & Returns

FLAT RATE SHIPPING
$15 across Canada and the USA

FREE SHIPPING across Canada and the USA on orders over $200 (before taxes)

Please note the following:

We do not ship to Nunavut, Northwest Territories, Yukon and Newfoundland and Labrador
We ship to the contiguous USA only
There may be added duty or customs charges on USA orders. All duties and customs charges are the responsibility of the receiver to pay

FREE PICKUP IN STORE

Choose the “Pickup in store” option to pickup your purchased items in store
Your order will be ready for pickup within 4 hours (generally much, much faster!)
We will contact you once your order is ready for pickup
Our store address is 1470 Commercial Drive, Vancouver, BC

SHIPPING CARRIERS & TRACKING

We generally ship via Canada Post with tracking but we may choose to ship via another carrier if we can get a better rate

PROCESSING AND SHIPPING TIMES

Orders are processed within 24 to 48 hours before they are shipped
Shipping times are between 2 to 11 days, depending on your location (does not include processing time) and are not guaranteed

SHIPPING TO MULTIPLE LOCATIONS

Unfortunately, we cannot split an order to ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.

INTERNATIONAL SHIPPING

SHIPPING TERMS

We do not ship to PO boxes or APO/FPO destinations
All shipments returned to us due to an incomplete/invalid shipping address are subject to a return shipping fee. Soulessentials Records is not responsible for return-to-sender fees. As a precaution, please make sure that all information under shipping is correct before finalizing your order.
All shipping fees are not refundable
Once your order has been shipped, you will receive an email with a tracking number. You can use that number to track your package
We are not responsible for any lost or missing packages
If you are having trouble tracking your package with the tracking number we provide, please contact the shipping carrier directly
All orders are carefully inspected before shipping. We are not responsible for any damages that occurred during shipping

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RETURNS/EXCHANGES POLICY

We want you to be happy with your purchase! Please contact us with any questions at [email protected]

For purchases made in store, returns and exchanges are accepted within 14 days of purchase with original receipt
For online purchases, returns and exchanges are accepted within 14 days of order receipt (as verified from tracking number)
Apparel must be returned in original, unused and unwashed condition with tags on
In order for us to accept your return/exchange, all merchandise must be returned in original, unused, and unopened condition with all of the original packaging and tags on
Shipping fees are not refundable
Return shipping fees will be at the customer's expense
Return or exchange of items from orders that received free shipping may be subject to additional fees
Returns are not accepted without authorization (do not ship us your return without contacting us for authorization first)
Please allow up to 10 business days for your refund to be processed (after we receive, inspect and approve your returned items)

FINAL SALE ITEMS (These items cannot be returned or exchanged)

HOW TO INITIATE A REFUND OR EXCHANGE

To initiate a refund or exchange, you must have have an account with us
Login to your account. (If you placed your order as a guest, please create an account with the same email address you used as a guest. This will convert your guest account into a customer account
Once logged in, click on your name in the top right corner to access your account
Click on "My Orders" in the left menu, find your order and click on "View"
Click on "Return Items" at the bottom of the page
Choose the item(s) your would like to return/exchange and indicate the reason. Please provide as much detail as possible
Once you have completed all of the necessary information, click on "Send" at the bottom of the page
We will review your request based on our return/exchange policies and will reply to let you know if your request has been approved or denied and next steps
Please allow up to three business days to receive a reply
Any approved refund requests will be refunded back to your original form of payment

TURNTABLES

Soulessentials Records is an authorized Audio-Technica reseller
Audio-Technica offers a 1-year warranty for any manufacturing issues. The warranty does not cover physical damage incurred by the customer
Within three months from date of purchase, Soulessentials Records will contact Audio-Technica directly on your behalf for warranty service. Receipt and original packaging is required
After three months and up to one year from date of purchase, customers can contact Audio-Technica directly for warranty service at: [email protected]

CANCELLATIONS

Order cancellation can only be made before the order is sent into picking - this typically happens a short time after you place your order even outside of our operating hours. Please always thoroughly double check your order details before placing it as our ability to make changes is extremely limited once the order is in progress
Once shipment occurs, the return/exchanges policy is in effect

CLAIMS

If you received damaged, incorrect, or missing items on an order, claims must be made within 7 days from date of receipt (as verified from tracking number). Claims made after this time may or may not be accepted. The quicker you let us know of a problem, the faster we can fix it for you! Please include details of your claim including order number, written description of the issue and photos and email us at [email protected]

We reserve the right to amend/change any of our shipping, returns and exchanges policies at any time and without notice.

Thank you!