Frequently Asked Questions

Last Updated: July 24, 2026

Welcome to the Souljay Help Center. Below you will find answers to frequently asked questions about orders, payments, shipping, tracking, returns, refunds, sizing, products, privacy, and customer support.

If you cannot find the information you need, please contact us at hello@souljay.com. For questions about an existing order, please include your order number and the email address used during checkout.

Orders & Payment

What payment methods does Souljay accept?

Souljay currently accepts the following payment methods at checkout:

• Credit and debit cards: Visa, Mastercard, American Express, Diners Club, and Discover
• Digital wallets: Apple Pay, Google Pay, and Shop Pay
• Other payment methods: PayPal

The payment methods available for an individual order may depend on the customer’s device, browser, location, and checkout eligibility. Only payment methods displayed during checkout can be used to complete an order.

In what currency will I be charged?

Prices displayed on our website and transactions completed through our United States checkout are processed in United States Dollars (USD). Any applicable sales taxes will be calculated based on the order details and displayed before the customer completes payment.

Souljay provides Free Standard Shipping on orders shipped within the United States. The complete order total will be displayed during checkout before payment authorization.

When will my payment be charged?

Your payment method must be successfully authorized before an order can be processed. Depending on the payment method and payment provider, the authorization or charge may appear shortly after the order is submitted.

If payment authorization is unsuccessful, the order may not be completed or processed.

Why was my payment declined?

A payment may be declined for reasons including incorrect card information, an inaccurate billing address, insufficient funds, an expired payment method, security verification requirements, or restrictions applied by the customer’s bank or payment provider.

Souljay does not control a bank or payment provider’s decision to approve or decline a transaction. Customers should verify their billing information or contact their bank or payment provider for additional assistance.

Can Souljay cancel an order?

Souljay may review, limit, or cancel an order when necessary, including when payment cannot be verified, order information appears incomplete or inconsistent, an item becomes unavailable, or an order is identified as potentially unauthorized or high risk.

If Souljay cancels an order after payment has been captured, the refund will be issued to the original payment method within 1–3 business days. After the refund is issued, the customer’s bank, card issuer, or payment provider typically requires an additional 1–3 business days to review and post the funds to the account.

Is my payment information secure?

Payments are processed through Shopify and the applicable third-party payment provider selected during checkout. Payment information is transmitted using security measures provided by the checkout and payment platforms.

Souljay does not receive or store a customer’s complete credit or debit card number. For security reasons, customers should never send a full card number, card security code, online banking password, or other sensitive payment credentials by email or telephone.

Can I change or cancel my order after placing it?

Please contact us as soon as possible at hello@souljay.com if you need to request an order change or cancellation.

We will review the order status and try to assist, but changes and cancellations cannot be guaranteed after an order has entered processing or has been transferred to the shipping carrier.

Shipping & Delivery

Where does Souljay currently ship?

Souljay primarily serves customers within the United States. The availability of shipping to a particular address will be confirmed during checkout.

How long does it take to process an order?

Orders are normally processed within 1–3 business days after payment confirmation.

For Souljay’s order-processing schedule, business days are Monday through Saturday, excluding applicable U.S. public holidays. Orders placed on Sundays or public holidays will begin processing on the next available business day.

During promotional events, holidays, periods of high order volume, or unexpected operational disruptions, processing may take longer. If a significant delay affects an order, we will provide the customer with available updated information.

Does Souljay offer free shipping?

Yes. Souljay offers Free Standard Shipping on orders shipped within the United States. Souljay does not charge a standard shipping fee for eligible U.S. orders.

How long does standard shipping take?

After an order has been processed and dispatched, Standard Shipping within the United States is estimated to take 6–9 business days.

The estimated total delivery time is calculated as follows:

• Order processing time: 1–3 business days
• Shipping time after dispatch: 6–9 business days
• Estimated total delivery time: 7–12 business days

Delivery estimates are not guarantees. Actual delivery time may be affected by carrier operations, severe weather, seasonal shipping volume, public holidays, address verification, or other circumstances outside the normal delivery process.

What happens if Souljay cannot ship my order within the stated processing time?

If we determine that we cannot ship an order within the stated processing period, we will notify the customer and provide available updated information, including a revised estimated shipping date when possible.

The customer may choose to accept the revised shipping date or cancel the unshipped order for a full refund to the original payment method.

How can I track my order?

After an order has been shipped, the customer will receive a Shipping Confirmation email containing the available tracking information.

Tracking information may not update immediately after the shipping confirmation is sent. Customers can use the tracking link provided in the email to review the most recent status made available by the carrier.

If you have received a shipping confirmation but the tracking status does not update after a reasonable period, please contact us with your order number.

What should I do if tracking has stopped updating?

Temporary gaps between tracking updates do not always mean that a package has been lost. A package may continue moving through the carrier’s network before the next tracking scan appears.

If tracking has not updated for an unusual period, contact us at hello@souljay.com. We will review the available shipment information and, when appropriate, request additional information from the carrier. Carrier investigations may require additional time to complete.

What should I do if my package is marked “Delivered” but I cannot find it?

If tracking shows that a package was delivered but it cannot be located, please first check the delivery area, mailbox, porch, garage, building entrance, reception area, household members, and nearby neighbors. Carriers may occasionally place packages in a secure or less visible location.

If the package still cannot be located, contact us promptly with your order number and tracking information. We will review the shipment status and assist with the appropriate next steps, which may include coordinating an inquiry with the carrier.

What should I do if my order arrives damaged, defective, or incorrect?

Please contact us as soon as reasonably possible at hello@souljay.com if an item arrives damaged, appears defective, or is different from the item ordered.

Please include:

• Your order number
• The name of the affected item
• A clear description of the issue
• Clear photographs of the item
• Photographs of the shipping packaging and shipping label when relevant

We will review the information and provide return or resolution instructions. If the item is confirmed to be incorrect, damaged on arrival, or affected by a quality problem, Souljay will cover the applicable return shipping cost and provide an appropriate resolution in accordance with our Return & Refund Policy.

What happens if I provide an incorrect shipping address?

Customers are responsible for entering a complete, accurate, and deliverable shipping address during checkout.

If you notice an address error, contact us immediately. We will try to update the address when possible, but address changes cannot be guaranteed after an order has entered processing or has been transferred to the carrier.

If a package is returned to Souljay because of an incorrect or incomplete customer-provided address, the customer may be responsible for applicable reshipping costs.

Returns & Refunds

What is Souljay’s return window?

Souljay offers a 30-day return period. Customers have 30 days from the date an item is delivered to request a return.

Submitting a return request within the 30-day period does not automatically guarantee approval. The item must also meet the applicable return eligibility requirements.

What items are eligible for return?

To qualify for an eligible return, an item must generally be:

• Unworn and unused
• In the same condition in which it was received
• Returned with the original tags attached
• Returned in its original packaging when applicable
• Accompanied by a valid order number or other proof of purchase

Return eligibility will be reviewed after the returned item is received and inspected.

How do I request a return?

To request a return, email hello@souljay.com and provide:

• Your full name
• Your order number
• The item you wish to return
• The reason for the return
• Relevant photographs if the item is damaged, defective, incorrect, or affected by a suspected quality problem

If the return request is approved, we will provide return authorization and instructions explaining how and where to send the item.

Customers must receive return authorization before sending merchandise. Items sent without prior authorization may not be accepted or processed.

Where should I send an approved return?

Souljay’s approved return address is:

Souljay
5222 123rd Ave NE
Lake Stevens, WA 98258
United States

Do not send merchandise to this address before receiving return authorization and return instructions from our support team.

Who is responsible for return shipping costs?

• Preference-based returns: The customer is responsible for return shipping costs when returning an item because of a change of mind, style preference, or incorrect size selection.
• Incorrect, damaged, or confirmed quality-related items: Souljay will cover the applicable return shipping cost when the customer receives an incorrect item, an item that arrived damaged, or a product confirmed to have a quality problem.

Original or return shipping costs will not be changed retroactively unless Souljay confirms that the return qualifies for store-paid return shipping.

Does Souljay charge a restocking fee?

No. Souljay does not charge a restocking fee for eligible returns.

Are any items non-returnable?

Certain products may be excluded from return for hygiene, safety, personalization, or final-sale reasons. Where applicable, these may include:

• Gift cards
• Custom-made or personalized products
• Items clearly marked “Final Sale” before purchase
• Opened or used personal care or beauty products, if offered
• Intimate apparel or swimwear that is not eligible for return for hygiene reasons

Product-specific return restrictions should be reviewed before purchase. A non-returnable designation does not remove any applicable rights concerning an item that was delivered incorrectly, arrived damaged, or is confirmed to have a quality problem.

Does Souljay offer direct exchanges?

Souljay does not process direct exchanges through the return process. To obtain a different item, size, or color, customers should request a return for the original eligible item and place a separate order for the preferred item.

Product availability is not guaranteed while a return is being reviewed or transported.

How long does it take to receive a refund?

After an approved return is received and inspected, Souljay will issue the refund to the original payment method within 1–3 business days.

After the refund is issued, the customer’s bank, card issuer, or payment provider typically requires an additional 1–3 business days to review and post the funds to the account.

Refunds can only be issued to the original payment method used for the order. The exact posting time is controlled by the applicable bank, card issuer, or payment provider.

Sizing & Product Information

How should I choose a size?

Please review the sizing and measurement information provided on the applicable product page before placing an order. Sizing information may vary between products, designs, and available suppliers.

When measurements are available, compare them with your own measurements and consider your preferred fit. If product-specific sizing information is unclear, contact us before ordering and identify the product you are considering.

Can I view measurements in centimeters and inches?

Measurement units depend on the information provided for the applicable product or size guide. Where both centimeters and inches are available, both units will be identified.

Souljay does not guarantee that every product page includes an automatic unit-conversion feature.

Do all Souljay products fit true to size?

No single fit statement applies to every item. Fit can vary according to the product design, cut, material, construction, and individual body shape.

Please rely on the sizing details and fit information provided on the applicable product page rather than assuming that every item follows the same standard sizing.

Will the product color look exactly the same as it does on my screen?

We work to present product colors and details as clearly as possible. However, slight color differences may occur because of photography lighting, editing, screen settings, device displays, material texture, or production variations.

How should I care for my item?

Please follow the care instructions included on the product page, garment label, or packaging when available. Care requirements can vary according to the product and material.

Privacy & Personal Information

How does Souljay use my personal information?

Souljay may use personal information to process and fulfill orders, arrange delivery, provide order updates, respond to customer inquiries, prevent fraud and misuse, comply with legal obligations, and improve store operations.

Marketing communications will be sent in accordance with the customer’s choices and applicable requirements. Additional information is available in our Privacy Policy.

How can I unsubscribe from marketing emails?

You can unsubscribe by using the unsubscribe link included in an applicable marketing email. You may also contact us at hello@souljay.com to request assistance with your communication preferences.

Unsubscribing from marketing messages will not prevent Souljay from sending necessary transactional communications relating to an order, payment, shipment, return, refund, security issue, or customer service request.

Can I request access to, correction of, or deletion of my personal information?

Depending on your location and applicable law, you may have rights relating to certain personal information, including the right to request access, correction, or deletion.

To submit a request, email hello@souljay.com with the subject line “Privacy Request.” We may need to verify your identity before completing the request.

Customer Support

What are Souljay’s customer support hours?

Our customer support hours are:

Monday – Saturday: 9:00 AM – 6:00 PM (Pacific Time, PT)
Sunday: Closed

Messages received outside these hours will be reviewed during the next available support period. Response times may be longer during public holidays, promotional events, or periods of unusually high inquiry volume.

How can I contact Souljay?

You can contact us using the following information:

Store Name: Souljay

Website: https://www.souljay.com/

Email: hello@souljay.com

Phone: +1 216-234-1661

Business and Return Address:
5222 123rd Ave NE
Lake Stevens, WA 98258
United States

All merchandise returns require prior return authorization. Please do not send a return to the address above before contacting our customer support team and receiving return instructions.