SHIPPING, RETURNS & REFUND POLICY
Effective Date: July 1st, 2025
At Primal Soul, everything we send out is wrapped with intention, care, and a sprinkle of love. We want you to feel supported and satisfied — from the moment you place your order to the moment it lands in your hands.
Shipping Policy
We currently ship to select regions — including Canada, the U.S., and other international destinations depending on availability.
Shipping Timeline
Orders are processed within 3–5 business days. Delivery times vary by location and chosen shipping method, but we’ll always keep you in the loop with tracking details when available.
Shipping Costs
Shipping rates are calculated at checkout based on location and order size.
International Orders
We do ship globally, but please note that international customers are responsible for any customs duties, taxes, or import fees. Unfortunately, we cannot guarantee delivery times outside Canada, though we do our best to ensure a smooth journey.
Returns & Exchanges (Physical Products Only)
We want you to love your purchase. If something doesn’t feel right, here’s how we’ll make it better.
Return Window
You have 14 days from the date your item is delivered to request a return or exchange.
To Request a Return or Exchange
Send us a kind note with your order number and reason for return to:
info@primalsoul.ca
We’ll review and reply with next steps. Once approved, you’ll have the option to:
Exchange your item for something of equal value, or
Receive store credit for the original purchase amount (excluding shipping)
Conditions for Return
Items must be returned in new, unused condition with any original packaging. We reserve the right to deny returns that show excessive wear or damage.
Return Shipping Costs
Customers are responsible for the return shipping unless the item arrived damaged or there was a fulfillment error on our part.
Digital Products
Due to the nature of digital goods (e.g. downloadable files, guides, meditations), all digital product sales are final and non-refundable.
If you experience any issues accessing or downloading your product, please email us at info@primalsoul.ca — we’ll make sure you receive what you’ve purchased.
Store Credit Details
Store credits never expire and can be used toward any product or service currently available at Primal Soul. They are non-transferable and cannot be exchanged for cash.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery. We’ll make it right — whether that means a replacement, store credit, or full refund depending on the situation.
Final Sale Items
Custom, limited edition, or sale items may be marked as final sale and are not eligible for return or exchange unless defective. We’ll always note this clearly at checkout or in the item description.
Our Promise
We’re here to make things simple, fair, and kind. If you’re unsure about something or need help with your order, just reach out — we’ll walk you through it with heart.