Shipping policy

SOULNÉ Shipping Policy

Effective Date: May 1, 2026

1. Introduction

At SOULNÉ ("we," "us," or "our"), we pride ourselves on offering exceptional service to our customers. Our shipping process is designed to be clear and efficient while protecting our customers’ investment in high-value wellness equipment like saunas, cold plunges, and massage chairs. This comprehensive policy explains how orders are processed, shipped and delivered through our website (https://soulnewellness.com), and outlines responsibilities for both SOULNÉ and our customers.

2. Scope

This Shipping Policy applies to all products purchased directly from SOULNÉ’s website or authorized partners. Because our products vary from large, heavy equipment to small accessories, the shipping requirements differ by product category. Large items such as saunas, cold plunges, and massage chairs ship via freight carriers, while smaller accessories ship via parcel services.

3. Shipping Destinations

Currently, SOULNÉ ships to street addresses within the contiguous United States (48 states). Shipping to Alaska, Hawaii, Puerto Rico, or remote areas is limited and subject to higher freight surcharges. We do not ship to P.O. boxes, APO/FPO addresses, or internationally at this time.

We continually review our supply chain to expand our shipping footprint. Please check our website for updates if additional regions become available.

4. Order Processing

• Orders placed Monday–Friday are processed within one to three business days, subject to inventory availability.
• Orders placed after 5:00 PM Eastern time, on weekends, or on public holidays will be processed on the next business day.
• Certain custom or made-to-order products may require additional lead time. We will inform you of any extended processing times prior to charging your payment method.

5. Shipping Methods and Delivery Options

SOULNÉ offers different shipping methods based on the size and nature of your order:

• Curbside Delivery (Free) – Large items are delivered via freight carriers to the end of your driveway or curb. This service does not include moving the item into your home or assembly. We recommend having at least two people available to move and assemble heavy crates.

• White‑Glove Delivery (Additional Fee) – For an additional fee, professional installers will deliver the product to a room of your choice (up to two flights of stairs), unpack it, perform basic assembly, and remove or neatly organize packaging materials. This premium service is currently available in the contiguous United States and may add several business days to your delivery timeframe.

• Small Accessory Shipping – Accessories and consumables are shipped via parcel services such as UPS, FedEx, or USPS. Delivery time for these items is typically under seven business days.

6. Shipping Costs

Shipping costs are calculated based on product type, weight, size, and destination. For accessories and smaller orders over $50, standard shipping is free. Orders under $50 are subject to a flat rate shipping fee of $6. For high-value items shipped via freight, shipping costs may vary and will be presented at checkout.

Certain remote or non‑contiguous regions (Alaska, Hawaii, Puerto Rico, remote islands) incur higher freight surcharges due to logistical challenges. If you request white‑glove delivery, the additional fee will be disclosed and added to your order total before we process payment. There are no hidden shipping fees; all costs are calculated and displayed at checkout.

7. Estimated Delivery Times

Product Category	Estimated Delivery
Accessories	3–7 business days
Saunas	1–4 weeks
Cold Plunges	1–4 weeks
Massage Chairs	2–6 weeks
White‑Glove Delivery	Up to 6 weeks (appointment required)

Delivery times are estimates and may vary due to weather, freight scheduling, or other carrier-related delays beyond our control.

If SOULNÉ cannot ship within the promised estimate, you will notify the customer, give a revised shipping date, and offer cancellation/refund if required. If we are unable to ship your order within the estimated timeframe, we will notify you promptly, provide a revised estimated shipping date, and where required by law, offer you the option to cancel your order for a full refund.

8. Scheduling & Signature Requirements

Once your freight shipment reaches the local freight terminal, the carrier will contact you to schedule a delivery appointment with a four‑hour window. Deliveries occur Monday–Friday, 8:00 AM–5:00 PM local time. An adult (18 or older) must be present to sign for the delivery; drivers cannot leave products without a signed proof of delivery.

Please inspect the packaging before signing. If you see damage or suspect mishandling, write “Refused due to damage” on the delivery receipt or clearly note the damage on the bill of lading before the driver departs. If damage is concealed but discovered later, contact us within 24 hours.

9. Risk of Loss and Inspection

Risk of loss transfers to you once SOULNÉ hands the shipment to the carrier. You are responsible for inspecting all shipments upon arrival. For freight shipments, report any visible or concealed damage to both the carrier and SOULNÉ within 24 hours of delivery. Failure to report damage within this timeframe will be deemed acceptance of the product in its delivered condition. Please take photographs of any damage and keep all packaging materials until your claim is resolved.

10. Delivery Issues

• Delayed Packages – If your order does not arrive by the estimated date, please contact our Customer Service team and we will work with the carrier to locate your shipment.
• Lost Packages – If the tracking information shows that your package was delivered but you have not received it, verify the shipping address, check with neighbors or building management, and then contact us for further assistance.
• Damaged Packages – For visible or concealed damage, follow the inspection guidelines in Section 9 and contact us within 24 hours. We will arrange repair, replacement, or a refund as appropriate.
• Missing Items – If an accessory or component is missing from your delivery, please contact us within 7 days of receipt. Provide your order number and details of the missing item(s); we will investigate and resolve the issue promptly.

11. Shipping Restrictions & Remote Areas

SOULNÉ ships only to street addresses in the contiguous United States. We do not deliver to P.O. boxes or APO/FPO addresses. Deliveries to remote islands, Alaska, Hawaii, Puerto Rico, and rural areas may be subject to additional freight surcharges and may not be available for certain products. Please inform us if your location requires special equipment (such as narrow roads or limited truck access) before placing your order, as additional fees may apply.

12. International Shipping & Customs

At this time, SOULNÉ does not ship products internationally. Should we expand our shipping destinations in the future, international orders may be subject to customs clearance, import duties, taxes, or other fees imposed by the receiving country. These charges would be the customer’s responsibility and are not included in the product price or shipping cost.

13. Return & Refund Policy Overview

Returns are accepted within 30 days of delivery for unused, undamaged products in their original packaging. Saunas, cold plunges, and massage chairs are subject to restocking and freight return fees, as detailed in our Return & Refund Policy. Custom or made‑to‑order items are not returnable. If you need to initiate a return, please refer to the full Return & Refund Policy for instructions.

Refunds are processed within 14 days after we receive and inspect the returned product and are issued to the original payment method. If your return is due to a defect or error on our part, we will cover the return shipping costs.

14. Incorrect Addresses & Undeliverable Packages

You are responsible for providing accurate shipping information. If a package is returned to us due to an incorrect address, we will contact you to arrange reshipment, and additional shipping charges may apply. Packages refused or undeliverable for reasons other than carrier error or product damage are treated as returns and may incur restocking and freight fees.

15. Shipping Insurance & Order Tracking

All SOULNÉ shipments are insured against loss or damage during transit. Tracking information will be emailed to you once your order ships. You can check your shipment status via the tracking link in your email or on the carrier’s website. For accessories and small items, tracking typically updates within 24 hours. For freight deliveries, tracking may take longer due to scheduling.

16. Force Majeure & Unexpected Events

SOULNÉ is not liable for delays or failures in performance caused by events beyond our reasonable control, including natural disasters, acts of war, labor disruptions, pandemics, or carrier strikes. We will communicate with customers regarding any such delays and work to deliver your order as soon as conditions permit.

17. Contact Information

If you have any questions or concerns about your shipment, please contact us:

• Email: info@soulnewellness.com
• Phone: 888‑768‑5654
• Address: 25 FIRST AVE. SW STE A, WATERTOWN, SD 57201, United States

Our customer service team is available Monday–Friday, 9:00 AM–5:00 PM Eastern time, and Saturday, 9:00 AM–1:00 PM Eastern time.

18. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes will take effect immediately upon posting on our website. We encourage you to review the policy periodically to stay informed of any updates.