Last Updated: July 24, 2026

This Shipping Policy explains Souljay’s shipping coverage, order processing schedule, shipping costs, estimated delivery time, tracking procedures, delay handling, delivery issue procedures, and customer responsibilities.

This policy applies to eligible orders placed through https://www.souljay.com/. Please review the information below before completing your purchase.

1. Shipping Coverage

Souljay primarily ships orders to customers within the United States.

The availability of shipping to a particular address will be confirmed during checkout. An order cannot be shipped to an address that is outside an active shipping area or cannot be serviced by the available carrier.

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

2. Order Processing Time

Orders are normally processed within 1–3 business days after payment has been successfully authorized and confirmed.

For order processing, Souljay business days are:

• Monday through Saturday
• Excluding applicable U.S. public holidays

Orders placed on Sundays or applicable U.S. public holidays will begin processing on the next available business day.

Order processing includes payment confirmation, reasonable order review, inventory confirmation, preparation, and transfer of the package for shipment.

During promotional events, holidays, periods of high order volume, inventory disruptions, security reviews, or other unexpected circumstances, processing may take longer. If a significant delay affects an order, Souljay will provide available updated information by email.

3. Shipping Method, Cost, and Delivery Estimates

Souljay offers Free Standard Shipping on eligible orders shipped within the United States.

The standard delivery schedule is:

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

Shipping time begins after the order has been processed and dispatched. It does not begin on the date the order is submitted.

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

4. Shipping Delays and Customer Options

If Souljay determines that an order cannot be shipped 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 estimated shipping date; or
• Cancel the unshipped order and receive a full refund to the original payment method.

If a further material delay occurs after a revised shipping date has been accepted, Souljay may provide an additional delay notice and the available cancellation and refund options required under applicable law.

When an unshipped order is canceled because of a shipping delay, 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.

5. Shipping Confirmation and Tracking

After an order has been dispatched, the customer will receive a Shipping Confirmation email containing the available tracking number and tracking link.

Tracking information may not update immediately after the Shipping Confirmation email is sent. The first carrier scan may appear after the package enters or moves through the carrier’s network.

Customers can use the tracking link provided in the Shipping Confirmation email to review the most recent status made available by the carrier.

If you do not receive a Shipping Confirmation email after the applicable processing period, please check your spam or junk folder before contacting us.

6. Tracking That Has Stopped Updating

A temporary gap between tracking updates does not necessarily mean that a package has been lost. Packages may continue moving through a carrier network before the next scan appears.

If tracking has not updated for an unusual period, contact hello@souljay.com and provide your order number and tracking number.

Souljay will review the available shipment information and, when appropriate, request additional information or an investigation from the carrier.

Carrier investigations may require additional time. The availability and timing of tracking scans are controlled by the carrier rather than Souljay.

7. Packages Lost in Transit

A package is not considered lost solely because tracking has temporarily stopped updating. A shipment may need to be reviewed or investigated before its status can be confirmed.

If a carrier confirms that a package was lost in transit before delivery, Souljay will review the order and provide an appropriate resolution. Depending on the circumstances and product availability, the resolution may include:

• A replacement shipment at no additional cost; or
• A refund to the original payment method.

If a refund is approved, Souljay will issue it within 1–3 business days. The customer’s bank, card issuer, or payment provider typically requires an additional 1–3 business days to review and post the funds.

8. Packages Marked “Delivered” but Not Located

If tracking shows “Delivered” but the package cannot be located, please first check:

• The mailbox, porch, garage, or other delivery areas
• The building entrance, reception desk, mailroom, or package locker
• Household members or other authorized recipients
• Nearby neighbors
• Any delivery photograph or carrier note included with the tracking record

Carriers may occasionally place packages in a secure or less visible location, or the delivery scan may appear before the package is physically available.

If the package remains missing after these checks, contact hello@souljay.com promptly with your order number and tracking information.

Souljay will review the available shipment details and assist with the appropriate next steps, which may include coordinating an inquiry with the carrier. A package marked as delivered may require investigation before a replacement or refund decision can be made.

9. Incorrect, Damaged, or Quality-Related Items

If an item arrives damaged, is different from the item ordered, appears defective, or is suspected to have a quality problem, contact us as soon as reasonably possible.

Please provide:

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

Please retain the product, original packaging, and shipping materials while the issue is being reviewed. Do not dispose of or return the item unless Souljay provides 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 under our Return & Refund Policy.

10. Shipping Address Accuracy

Customers are responsible for entering a complete and accurate shipping address during checkout, including any applicable apartment, suite, unit, building, or access information.

Please review the shipping address carefully before submitting the order.

If you notice an error after placing an order, contact hello@souljay.com immediately. We will review the order status and try to update the address when possible.

Address changes cannot be guaranteed after:

• The order has entered processing
• A shipping label has been created
• The package has been transferred to the carrier

Souljay is not responsible for delivery problems caused solely by an incorrect or incomplete customer-provided address when the address could no longer be corrected.

11. Undeliverable, Unclaimed, or Returned Packages

A package may be returned to Souljay if the address is incomplete, incorrect, inaccessible, refused, or unclaimed, or if the carrier is unable to complete delivery.

After a returned package is received, Souljay will review the shipment and contact the customer when additional action is required.

If the package was returned because of an incorrect, incomplete, refused, or unclaimed customer-provided delivery, the customer may be responsible for applicable reshipping costs.

A returned-to-sender package is not automatically treated as an approved merchandise return. Return eligibility and refund approval remain subject to our Return & Refund Policy.

12. Order Changes and Cancellations

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

We will review the order status and try to assist, but an order change or cancellation cannot be guaranteed after processing has begun or the package has been transferred to the carrier.

If a cancellation is approved after payment has been captured, Souljay will issue the refund to the original payment method within 1–3 business days. The bank, card issuer, or payment provider typically requires an additional 1–3 business days to review and post the funds.

13. Multiple-Item Orders

When an order contains multiple products, the items may be processed or shipped separately when reasonably necessary.

If an order is divided into more than one shipment, the customer may receive separate Shipping Confirmation emails or tracking numbers for the individual packages.

A partial shipment does not necessarily mean that the remaining items have been canceled. Customers should review each available tracking number or contact us for clarification.

14. Returns Require Prior Authorization

All merchandise returns require prior authorization from Souljay.

Although Souljay’s business address and approved return address are the same, customers must not send merchandise back before contacting us and receiving return authorization and detailed return instructions.

Packages sent without prior return authorization may not be accepted or processed. Receiving a package at our address does not automatically make the return eligible for a refund.

Complete return eligibility, return shipping, restocking fee, inspection, and refund information is available in our Return & Refund Policy.

15. Contact Information

If you have questions about order processing, shipping estimates, tracking, a delayed shipment, an address issue, or a delivery concern, please contact Souljay:

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

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

Messages received outside our customer support hours will be reviewed during the next available support period.