Shop Policies

Processing and Shipping

The current processing time before packages are shipped out is between 2 - 4 business days after an order has been placed through the website. Orders are shipped on Tuesday, Thursday, and Friday each week. Please check the most current processing time above.

We offer tracking on all flat rate packages within Canada with one of the following shipping services: Canada Post, UPS, or Purolator. Luna Soul Shop will choose which service will be used at the time of shipping your package. PO Box addresses will always be sent via Canada Post.

We can not guarantee courier shipping times as there is always a possibility of delay due to weather, strikes, and events that are out of our control.

Please see above for the most current shipping rates and processing time.

Holidays, illness, weather, and life events can sometimes affect the current processing time within our shop. Any changes will be posted above.

Package Care Information

Many items that are shipped are delicate and must be handled with care. Please ensure that you open your package on a flat surface and unwrap your items carefully. Delicate items are wrapped in reused bubble wrap to help cut down on waste.

Returns and Exchanges

By completing a purchase, you agree to contact us directly through e-mail in the event there are any issues with your order. Due to the one-of-a-kind and natural nature of our products we can not offer refunds, replacements, swaps, or exchanges. Crystals and minerals that can have imperfections, therefore we do not offer refunds for crystals that have natural cracks, chips, pitting, caves, fractures, imperfections, color variations due to lighting and screen differences, and customer address error. Please ensure your address is correct upon checkout. All orders come with tracking numbers to ensure proof of delivery.

Luna Soul Shop currently offers returns for store credit on a case-by-case basis.

• Store Credit: You must e-mail lunasoulshop@outlook.com within 48 hours of delivery of your order to give your reason for initiating a return.

• Shipping: The customer is responsible for all return shipping costs, and items must be packaged securely in their original wrapping with a valid tracking number.

• Condition: Credit will only be issued once the product is received back in its original, undamaged condition.

All of our packages meet or exceed all shipping criteria. In the very rare event that a an item is broken due to improper handling during shipping please reach out to us within 48 hours of receiving your package and provide the following: A photo of the broken item. A photo of the packing material from inside the box. A photo of the outside of the box.

Fraud Prevention Policy

To protect our shop against e-commerce fraud we reserve the right to refuse, flag, or cancel any order placed on our website at our sole discretion.

Our shop routinely screens incoming orders for security risks and geographic mismatches. An order may be automatically cancelled and fully refunded without prior notice.

If your order is canceled due to a security flag, a full refund will be issued immediately to the original payment method.

To protect our small business against fraudulent chargebacks, Luna Soul Shop reserves the right to submit all transaction logs, carrier-verified shipping information, and all written digital communications to payment processors and banking institutions.

Questions?

We are happy to help! All emails will be answered Monday to Friday.

E-mail: lunasoulshop@outlook.com