Shipping policy

Handling Time

All orders are processed within 2–3 business days, excluding weekends and public holidays.

Order Cut-off Time:
Orders placed before 5:00 PM (GMT+8) on business days will be processed on the same day.
Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next business day.

Once an order has been processed, it will be prepared for shipment based on inventory availability.

Shipping Coverage

We currently ship only to the United States.

Orders placed with delivery addresses outside the United States are not eligible for shipment.
If an order cannot be fulfilled due to address restrictions, it will be cancelled and fully refunded before shipment.

Shipping Fees

Free standard shipping is available on U.S. orders over $50 USD.

For orders under $50 USD, shipping fees are calculated automatically at checkout based on the order details.

All shipping charges displayed at checkout are final and fully consistent with this shipping policy.

Estimated Delivery Time (Transit Time – United States Only)

Estimated delivery time after dispatch within the United States is:

  • United States (Standard Shipping): 7–20 business days
  • Please note:
  • Transit time does not include order processing (handling time).
  • Delivery times are estimates and may vary due to carrier operations, weather conditions, or public holidays.

Duties & Taxes

For U.S. orders, applicable sales tax (if any) is calculated at checkout.

Customs duties or import taxes are not applicable for domestic U.S. shipments.

Tracking Information

Once your order has been shipped, you will receive a shipping confirmation email containing tracking details.

For some shipments, tracking information may take 2–5 business days to become available.

If tracking information does not update after this period, please contact our customer care team for assistance.

Lost or Delayed Shipments

If an order is significantly delayed or confirmed lost in transit, we will work with the carrier to investigate the issue.

Depending on the situation, we may offer:

  • A replacement shipment
  • A refund

Incorrect Address

Please ensure that all shipping information provided at checkout is accurate and complete.

We are not responsible for delivery issues caused by incorrect or incomplete address details submitted by the customer.

Contact Us

Customer Care: Mon–Fri • Response within 24 hours
Email: support@soulstonehouse.com
Tel: +64 021760807
Address: Flat 12, 20/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong

Disclaimer:
This Shipping Policy is provided for informational purposes only. Delivery times are estimates and are not guaranteed.
For information regarding returns or exchanges, please refer to our Returns Policy.