FAQS
Q: How much is shipping?
A: Shipping varies depending on location and weight of each order. Your shipping will be calculated at checkout.
Q: I have not received my order. Where is it?
A: Once your order has been processed and shipped an email will be sent with tracking information that can provide the current location of the package.
Q: My tracking information says my package was delivered, but it is not here. Where is my package?
A: Once a package leaves our possession, it is in the hand of the carrier (USPS). Please contact the carrier with your tracking number directly. USPS is the carrier, contact the local office.
Q. What sizes are offered for your shop and how do they run?
A: We offer sizes XS- 5X (INVENTORY VARIES).
- Tees, Hoodies, and Sweaters are unisex and fit true to size.
Q: Can I change my cup design after I place my order?
A: All design details are confirmed upon payment. This includes cup size, design and any customization aspects of your cup. Due to the nature of the process, changes to your cup design cannot be changed. There are very few exceptions to this that are based off of my discretion. (Ex. I am unable to obtain supplies to complete the design, I am unable to create the design desired and offer other options, etc.)
Q: Will I be updated on the progress of my cup(s)?
A: I will do my best to update any cup progress on an order. Completely custom cups, I will send progress as I go, when I can. If at any time you have a question about your order, please feel free to reach out.
Q: Are tumblers dishwasher safe?
A: No. All tumblers must be hand washed.
Q: My tumbler arrived damaged, what do I do?
A: First things first, take pictures of the damaged area and the box it came in showing where the damage is. Once you have pictures, send an email to us, with the pictures and your order number. Pictures of the damage and all of the original packing material is very critical in order to file a claim with USPS as well as Route shipping insurance (if you bought the extra insurance at checkout). Soulshine Creations Co. will start the claim with USPS but it is the buyers responsibility to start a claim with Route. If your claim is approved we will begin on a replacement tumbler. You will be responsible for sending the original tumbler back to us to receive a new replacement cup. If you refuse to send the original, damaged cup back to us, you will not receive a replacement tumbler. You must write return to sender on the damaged tumbler box with all contents that came in the box and send it back before we move forward with sending a replacement cup.
Q: Why is turn-around-time (TAT) so long?
A: My turnaround time is based around the average time it takes to complete a tumbler. To include prepping, designing, completing, cleaning, and packaging. Due to the influx of orders, I work on multiple orders at a time, and do my best to deliver your product under or at TAT. If there is a chance that your order will not be shipped within TAT, you will be notified. TAT does NOT include shipping times.
Q: Can you tell me the status of my order after it has been shipped?
A: I can only tell you what your tracking number shows. Once your package is received by either UPS or USPS, it is in their hands and I no longer have responsibility of your order. You will receive a tracking number once your order has shipped which you can check with the shipping carrier, and see any shipping updates.
Q: How do i care for my products?
A:For apparel: Turn inside out, wash cold on gentle cycle, mild detergent, no bleach or softener, hang or lay flat to dry.
For Tumblers: Gentle hand wash only. No scrubbing or abrasive materials. Not dishwasher or microwave safe. Do not soak. Handle with care. Do not leave in a hot car.
Please feel free to contact me should you have any questions on an item BEFORE you purchase.
xo, Chelsea