Shipping + Return Policies

Thank you for shopping local and supporting a small Canadian business!

 

All Supported Soul products are shipped from British Columbia, Canada. We partner with various couriers (including Purolator, FedEx, UPS, Canpar, Canada Post, and ICS) to find the most efficient route to your door.

While we do our best to ensure a smooth delivery, Supported Soul is not responsible for carrier delays, incorrect addresses entered at checkout, or packages that are lost or stolen after being marked as delivered. In the event a package is missing but marked as delivered, we recommend contacting the carrier directly to open a claim.

Processing Time: Orders are processed within 1–2 business days.

Estimated Shipping Timelines:

  • Lower Mainland: 1–3 business days.

  • Rest of Canada: 5–9 business days.

Please note: During peak holiday seasons or sales, shipping carriers may experience delays. We appreciate your patience!

Accuracy Matters: Please double-check your shipping address before finalizing your order. Once received, it is difficult for us to adjust information. If an item is shipped to an incorrect address provided by the buyer, the buyer is responsible for any additional shipping costs incurred.

Local Pickup (Port Moody):Select the "Pickup" option at checkout. We will contact you with specific instructions to coordinate a convenient time for you to collect your order.

 

Orders to the USA: We have temporarily paused automated US orders through our website due to changing import regulations. However, we are still happy to help! Please contact us directly with the items you’d like, and we will send a manual PayPal invoice that includes all applicable taxes, duties, and tariffs for a seamless delivery.

International Shipping: We love seeing our mats travel! Please be aware that any customs or duty charges incurred upon arrival are the responsibility of the buyer.

Pre-Orders:

  • Shipping Together: To minimize our environmental footprint, orders containing both in-stock and pre-order items will ship together once the pre-order is ready. If you need your in-stock items sooner, please place a separate order or contact us to purchase an additional shipping label.
  • Timeline Estimates: Pre-order ship dates are estimates. We will notify you via email of any unforeseeable delays.
  • Commitment: Pre-orders are non-refundable.

Returns & Exchanges:

Because our products are used in intimate, sweaty settings, we maintain strict hygiene standards. Before purchasing, please review our FAQ and Mat Care pages, as there are no refunds or exchanges on opened or used products.

Returns (Damaged or Defective Only): Returns are only accepted for products that arrive damaged or defective.

  • Please contact us within 7 days of receiving your purchase.
  • If you purchased from a third-party retailer, a dated sales receipt is required.

Exchanges (Unused & Unopened): Exchanges are only accepted for products in their original, unopened packaging.

  • Sanitary Policy: For hygiene reasons, we cannot accept exchanges on mats or accessories that have been washed, used, or altered in any way.
  • Process: The item must be shipped back to us within one week of exchange approval.
  • Shipping Costs: Return shipping is the buyer's responsibility. We highly recommend a tracking number; we cannot confirm receipt or process an exchange for lost packages.

Important Notes:

  • Care for your Mat: No refunds or replacements will be issued for products damaged due to improper care (please see our care page).
  • Sale Items: All products purchased on sale are Final Sale.
  • Price Adjustments: We do not offer price adjustments.