Frequently Asked Questions
Shipping & Orders
How much is shipping, and how long does it take?
Standard shipping is a flat $10 and arrives in 3-7 business days after your order is processed. Orders are typically processed within 4 business days. Orders placed on weekends or holidays are processed the next business day. Delivery times aren’t guaranteed and may be slower during the holidays.
Do you ship internationally?
Not as a standard option right now. International orders are reviewed case by case. If you’re outside the US, contact us with your location and we’ll see if we can make it work.
How can I track my order?
Once your order ships, we’ll email you a tracking number. If you haven’t received an email, check your spam folder or any alternative email addresses you use. Often times, customers may have left a different email address than the one they usually use at checkout.
Can I cancel or change my order?
Contact us as soon as possible and we’ll do our best to update your order. Orders can’t be changed once they’ve shipped.
My package is damaged or hasn’t arrived. What should I do?
Contact us with your order number and we will reach out to the shipping carrier. If it’s damaged please send a photo.
Returns
What’s your return policy?
You can return your order within 30 days of delivery. Refunds will be issued to your original payment method, minus a $10 return shipping fee.
Can I return the filing tip refills?
Unopened or unused filing tips can be returned within 30 days of delivery for a refund. For hygiene reasons, we can’t accept filing tip refills that have been used or partially used.
Can I return sale items?
Items discounted 50% or more off the original retail price are final sale and can’t be returned. Items discounted less than 50% can be returned.
How do I start a return?
To initiate a return, please submit a request via the Return Request form below.
Warranty
Does the Soulo Nail Trimmer have a warranty?
Yes. Soulo warrants all products against defects in materials and workmanship for one (1) year from the date of original purchase. If there’s a defect, we’ll repair or replace the product.
How do I make a warranty claim?
Send us your order number and a detailed description of the issue through our contact form.
What isn’t covered?
The warranty doesn’t cover damage from misuse, tampering, unreasonable use, or service by unauthorized agencies. Loss or damage to removable parts won’t result in replacement of the entire product. Refunded purchases aren’t eligible for warranty replacement. Due to continuing improvements, a replacement product may differ slightly from the original. Repair or replacement is our sole liability and your exclusive remedy. This warranty is in lieu of all other express or implied warranties, including implied warranties of merchantability and fitness for a particular purpose.
Help
Questions, comments or concerns? If there are any questions regarding this Policy you may contact us using the contact form.
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