FAQ
Where do you ship to?
Please refer to the product descriptions for expected shipping timelines. If you ordered multiple items, your order will be held until the entire order is ready to ship.
Transit times may be displayed at checkout. These would apply after your order has been processed and shipped, and they represent the standard delivery timeframe once the carrier has your package.
How long will it take to get my order?
Please refer to the product descriptions for expected shipping timelines. If you ordered multiple items, your order will be held until the entire order is ready to ship.
Transit times may be displayed at checkout. These would apply after your order has been processed and shipped, and they represent the standard delivery timeframe once the carrier has your package.
How much does shipping cost?
All shipping rates will vary depending on a few different factors, some of which include:
- Domestic vs International shipments
- Total weight of package
- Selected shipping method
The shipping cost will be calculated at checkout based each order.
Why is the shipping cost higher than expected if I'm shipping to somewhere outside the United States?
Our international orders have duties and taxes included in the total shipping cost, so you don't have to worry about it at the time of delivery.
Any applicable duties and taxes for your delivery location are calculated at checkout and included in your total shipping cost. The order is then shipped 'duties paid' so it will arrive quickly and efficiently.
Can I change my shipping address after I've placed my order?
Yes, as long as your order has not already shipped and is not being updated to an international address! Please email thebouncingsouls@emeraldfulfillment.com with your name, order number, and updated shipping address as soon as possible. Once your order leaves our warehouse we are unable to make any changes.
What happens if my package is lost or stolen?
We are not responsible for any packages that are lost, stolen or damaged after it leaves our warehouse.
To protect your shipment, we offer Route+ Shipping Protection to insure your order against loss, theft and damage. This is available to add at checkout.
For more information on Route+, click here.
Can I cancel or return my order for a refund?
All sales are final. We are unable to offer refunds at this time.
Do you offer exchanges?
Exchanges are dependent on current stock levels and item(s) purchased. Please email thebouncingsouls@emeraldfulfillment.com for any exchange inquiries. The cost of shipping will be the customer's responsibility.
Have a question about your order?