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.

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

Due to the one-of-a-kind and natural nature of our products we can not offer refunds, replacements, or exchanges. Crystals and minerals from Mother Earth 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, or broken crystals and items due to mishandling by customer or courier.

Luna Soul Shop does offer store credit on a case-by-case basis upon the return of product. Shipping must be covered by the customer, and the product must be verified to be in it’s original condition before store credit is issued. Please ensure any order issue is communicated through e-mail (no DM’s). By completing a purchase, you agree to contact us directly in the event there is any issue with your order.

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 24 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.

We can not offer refunds or replacement for missing packages due to courier or customer error. Please ensure that your address is correct upon check-out.

Did you know? Luna Soul Shop has been shipping all over Canada for over 5 years and has never had any issues with broken items or missing packages!

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.

We routinely screen all incoming orders for security risks and geographic mismatches. An order may be cancelled and fully refunded without prior notice.

If we cancel your order due to a security flag, a full refund will be issued immediately to the original payment method. Please note: We do not currently accept out of country orders even if they are being shipped within Canada.

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