Frequently Asked Questions

Have questions? You're not alone! We've compiled answers to some of the most common questions we receive to help guide you.

If you don't find what you're looking for or need further support, feel free to email us at soultraceofficial@gmail.com — we're here to help Monday through Friday, 9 AM to 5 PM (PST).

Changing or Cancelling an order

Once an order is placed, it begins processing immediately, so we're unable to modify, cancel, or change the shipping address or method.

If you still need assistance, don’t worry — returns are simple. For more information, feel free to email us at soultraceofficial@gmail.com.

Promotional Terms and Conditions

All items marked as Sale, are final sale and cannot be returned or exchanged.

Please note that discount codes and promotions cannot be combined—only one offer can be applied per order. Additionally, discounts do not apply to subscription items.

Order Verification

Sometimes, an order may be flagged for review due to potential security concerns. This can happen for several reasons — such as payment issues, mismatched billing and shipping addresses, or unusual order activity.

To protect you and ensure the legitimacy of your purchase, we may contact you to verify your identity or payment details. If this happens, don’t worry — we’ll reach out promptly to minimize any delays and help move your order forward smoothly.

Currency


For international orders, we recommend selecting PayPal at checkout to process international credit cards.

You don’t need a PayPal account to use this option — simply choose PayPal, then enter your credit card details as a guest.