Shipping & returns

Shipping

How long will it take for my order to be shipped?

Orders are shipped out every Tuesday and Friday. We use Canada Post for shipping and charges are according to their weight and size rates. You will be sent and email with your tracking number and instructions on how to track your order when your order is shipped.

My item was damaged during shipping, what should I do?

Unfortunately on occasion an item may arrive damaged or defective. Please fill out a support ticket and include a photo of the damaged item so that we can further assist you. You can fill out a ticket by logging into your account and click My Tickets. Alternatively, please email us at [email protected] 

Why is my tracking number is not working?

It takes Canada Post approximately 24 hours to up date your shipping information after you have received your shipping confirmation email.

On rare occasions, we have seen that it may even take longer for Canada Post to update their tracking system, especially around holidays and weekends. 

If you don't see any tracking updates and still haven't received your package after 10 business days, please fill out a support ticket by logging into your account and click My Tickets. Alternatively, please email us at [email protected] 

Why is shipping so high?

We specially package your items to make sure they remain intact and arrive safely. The price we charge reflects the price rate of Canada Post for size and weight to cover those costs. 

Returns

If you are not happy for any reason with the crystal you received , please call 403-270-0410 or email us within 3 days of receiving it. You must call us prior to returning it.We will take it back in its original condition (unless otherwise stated in listing or a final sale item). Your money will be refunded to you minus shipping costs. 

Will I have to pay shipping costs to return a damaged item?

We are always sorry to hear when someone receives a damaged item. We know how excited you must have been to receive your order. Please fill out a support ticket and include a photo of the damaged item so that we can further assist you. You can fill out a ticket by logging into your account and click My Tickets. Alternatively, please email us at [email protected] 

If we ask you to return the product then we will offer a free return shipping label for all domestic orders. Unfortunately, we do not cover return shipping cost for international orders. 

Will I receive a refund for my returned item?

Since all sales are final, it's important that you contact us right away if you receive a damaged item or the wrong product. Returns need to be authorized before you ship back any items to Soul Food Crystals

We will try to send a replacement once we have received the returned item. If a replacement is not available, we may offer you an exchange for a similar item, a store credit towards your next purchase or a refund.

Please fill out a support ticket and include a photo of the damaged item so that we can further assist you. You can fill out a ticket by logging into your account and click My Tickets. Alternatively, please email us at [email protected]