Souls with Soles
Souls with Soles · Policy

Shipping Policy

This policy explains how Souls with Soles ("SWS," "we," "us," "our") gets your order to you — where we ship, how long it takes us to make and send your shoes, what shipping costs, and how tracking, duties, and delivery issues are handled. Because some of our shoes are made to order, processing times vary by product. Please read the sections below carefully so you know what to expect after you place your order.

Last Updated

This Shipping Policy was last updated in June 2026. We may revise it from time to time; the version in effect when you place your order applies to that order.

Where We Ship

We ship to all 50 U.S. states, including Alaska and Hawaii, as well as U.S. territories. We also ship to many international destinations.

If checkout does not offer shipping to your country or region, we are not currently able to ship there. Shipping availability and rates can change based on carrier service and local import rules, so the options shown at checkout for your address are the authoritative list. If you are unsure whether we can reach you, email us at support@soulswithsoles.com before ordering.

Processing Times: In-Stock vs. Made-to-Order

"Processing time" is how long we need to prepare your order before it leaves our workshop. It is separate from "transit time," which is how long the carrier takes to deliver once your package ships. Your total delivery estimate is processing time plus transit time.

In-stock heritage sneakers: These ship from existing inventory. We typically process and hand off in-stock orders to the carrier within 1–3 business days.

Made-to-order and personalized items (including the Soulless custom/blank line, embroidered initials, and added heritage marks): These are built for you after you order and are not pre-stocked. Please allow approximately 4–6 weeks for us to craft your pair before it ships. The 4–6 week window is build time only and does not include transit time.

Mixed orders: If a single order contains both an in-stock item and a made-to-order item, we generally hold and ship the order together once the made-to-order item is complete. If you need the in-stock item sooner, place it as a separate order or contact us and we will do our best to split the shipment.

Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays begin processing the next business day.

Customization and Order Review

Personalized orders may take a little longer if we need to confirm details with you. Embroidered initials are limited to a maximum of three letters, and we reserve the right to decline any customization that contains profanity, slurs, or hateful content under our banned-initials policy.

If we cannot fulfill a requested customization, we will contact you to adjust the order or arrange a refund for the affected item. This review may add time before your made-to-order build begins.

Shipping Methods and Estimated Transit Times

Once your order leaves our workshop, transit times are estimates provided by the carrier and are not guaranteed. They begin the day your package is picked up, not the day you order.

Shipping Costs

Free standard shipping on U.S. orders. We offer free standard shipping within the United States — it is included on your order at no extra charge.

Expedited shipping is available at checkout for an additional fee that varies by destination and service level. The exact cost is calculated and shown before you pay.

International shipping rates vary by destination, weight, and the service selected. The shipping charge for your address is calculated and displayed at checkout before you complete your purchase. International charges do not include duties or import taxes — see the Duties and Import Taxes section below.

Order Tracking

When your order ships, we send a shipping confirmation email with a tracking number and a link to follow your package. This email goes to the address on your order, so please make sure it is correct and check your spam or promotions folder if you do not see it.

For made-to-order items, you will not receive a tracking number during the roughly 4–6 week build period — tracking is generated only once the finished pair leaves our workshop. If you have an account, you can also review order status in your account dashboard. Our emails are sent through a third-party email provider.

Duties, Taxes, and Customs (International Orders)

International orders may be subject to import duties, taxes, customs fees, and other charges levied by the destination country. These are determined by your local customs authority and are not included in the product price or the shipping charge you pay us.

Unless your checkout total explicitly states that duties and import taxes are prepaid, the recipient is responsible for paying any such charges to receive the package. We cannot predict the amount, and we are not able to mark shipments as gifts or undervalue contents. If a package is refused or returned because import charges were not paid, any refund will be net of the original shipping cost and any fees we incur.

Address Accuracy

Please double-check your shipping address before you complete checkout. You are responsible for providing a complete and accurate delivery address. We are not able to reroute a package once it has shipped.

If you notice an error, contact us at support@soulswithsoles.com as soon as possible. We can sometimes correct an address before an order ships, but we cannot guarantee it — especially for made-to-order items that may already be in production or labeled. Orders that are delayed, returned, or lost because of an incorrect or incomplete address are not our responsibility, and re-shipping may incur additional shipping charges.

Lost, Delayed, or Damaged Packages

Once we hand your package to the carrier, delivery is in their hands and transit times are not guaranteed. Weather, customs, and carrier backlogs can cause delays.

If your tracking shows no movement for an extended period, is marked delivered but you cannot find it, or your shoes arrive damaged, contact us at support@soulswithsoles.com with your order number (and a photo, if there is damage). We will help investigate with the carrier and make it right — typically by filing a claim, re-shipping, or arranging a refund where appropriate. For "delivered but missing" packages, we may ask you to check with neighbors and your local carrier first and allow a short window, as such items often surface within a few days.

PO Boxes, APO/FPO, and Military Addresses

We can ship to U.S. PO boxes and to APO/FPO/DPO military addresses using standard shipping. Expedited service is generally not available to these addresses, and transit times to APO/FPO/DPO destinations can be longer than standard estimates because delivery depends on the military mail system after the carrier hands off the package.

Please format military addresses correctly (for example, using APO/FPO and the corresponding AA/AE/AP state code) so your order is not delayed.

Resole Shipping, Questions, and Contact

Resole program: Our resole service ('resoled for life') is performed in-house. If you are sending a pair in to be resoled, you are responsible for the cost and packaging to get them to us safely unless we tell you otherwise; we recommend a trackable, insured method. Return shipping of your resoled pair, and current turnaround times, are handled separately from new-order shipping — email us to start a resole and get the latest details.

Questions: If you have any questions about shipping, tracking, an international order, or a delivery problem, email us at support@soulswithsoles.com with your order number and we will get back to you as soon as we can.

Souls with Soles is based in Chicago, Illinois, USA. This policy is governed by the laws of the State of Illinois, USA.