Returns & Exchanges
Because you should feel good about your choice.
We want you to love what you receive—not just like it.
Because our products are made to order, we don't operate like a traditional retailer with shelves of ready-to-ship inventory. Each product is produced specifically for your order.
That means our approach to returns is a little different.
Our goal is simple:
If we make a mistake or something goes wrong with your order, we'll work with you to make it right.
1. Made-to-Order Products
Most Soaring Spirit HQ products are made to order through our print-on-demand partner, Gelato.
Because products are produced specifically for each order, we generally do not accept returns or exchanges simply because you changed your mind, ordered the wrong size, or no longer want the item.
This includes personalized products.
We encourage you to carefully review product descriptions, sizing information, colours, personalization details, and other order information before completing your purchase.
Nothing in this policy limits any rights or remedies you may have under applicable consumer-protection laws.
2. Personalized Products
Personalized products are created using the information you provide when placing your order.
Please carefully check:
-
Name spelling
-
Dates or years
-
Personalization text
-
Capitalization
-
Other information entered during customization
Because personalized products are made specifically for you, they generally cannot be returned or exchanged because of a change of mind or because incorrect information was entered by the customer.
If we make an error in producing your personalized product that does not match the information you submitted, please contact us and we'll work with you to resolve it.
3. Damaged, Defective, or Incorrect Products
If your order arrives:
-
Damaged
-
Defective
-
Incorrect
-
With a printing or production problem
-
With missing or incorrect quantities
Please contact us as soon as possible.
Gelato provides a quality-assurance process for qualifying product issues and asks that quality concerns generally be reported within 30 days of receiving the product. If a claim is validated, Gelato may provide a replacement or, where a replacement is not feasible, a refund.
We will work with you to determine the appropriate resolution.
4. What to Do If There Is a Problem
Please email us at:
Include:
-
Your order number
-
A brief description of the problem
-
Clear photographs of the product
-
Photographs of the packaging, if the product arrived damaged
Photographs help us and our fulfillment partner investigate the issue and determine the appropriate solution.
Please do not send a product back to us unless we specifically instruct you to do so.
Gelato does not provide a standard return address for its made-to-order products.
5. Incorrect Personalization
Please review your personalization carefully before placing your order.
If the product was produced exactly according to the information you submitted, an incorrect spelling, date, name, or other personalization detail entered by the customer is generally not considered a production error.
If you believe we made an error in producing your personalization, please contact us with your order number and photographs of the product.
We'll investigate and help determine the appropriate resolution.
6. Wrong Size or Change of Mind
Because our products are made to order, we generally cannot accept returns or exchanges because:
-
You selected the wrong size
-
You selected the wrong colour
-
You changed your mind
-
You no longer want the product
-
You ordered the wrong product
-
You entered incorrect personalization information
For this reason, we strongly encourage you to review our size information and product details before placing your order.
If you're unsure about sizing or have a question before ordering, please contact us first. We're happy to help.
7. Lost Orders
If your package is lost in transit, please contact us within 30 days of the estimated delivery date.
We'll investigate the shipment and work with our fulfillment partner to determine the appropriate solution.
Gelato's current policy provides for replacement orders for qualifying packages lost in transit when the issue is reported within the applicable timeframe.
8. Orders Returned to Sender
A package may be returned to the sender because of circumstances such as:
-
An incorrect or incomplete shipping address
-
The shipment being refused
-
The package remaining unclaimed
-
Other delivery issues
If an order is returned because an incorrect address was provided by the customer, additional shipping costs may apply to send a replacement order.
Please contact us at support@soaringspirithq.com so we can review the situation and determine the available options.
9. Refunds
Where a refund is approved, the refund will generally be issued to the original payment method.
Processing times may vary depending on your payment provider or financial institution.
Where a replacement is the appropriate resolution for a qualifying product issue, we may offer a replacement rather than a refund.
Nothing in this policy limits any refund rights or other remedies required under applicable law.
10. Exchanges
Because our products are made to order, we generally do not offer exchanges for changes of mind, incorrect size selection, or other customer preference reasons.
If you receive an incorrect, defective, or damaged product, please contact us. We will work with you to determine whether a replacement is appropriate.
11. Our Commitment to You
We understand that not everything always goes perfectly.
What matters is how it's handled.
If something goes wrong with your order, we don't want you wondering what to do next.
Contact us.
We'll listen.
We'll investigate.
And we'll do our best to make it right.
Because every Soaring Spirit HQ order represents more than a purchase.
It's something you chose to wear for a reason.
12. Contact Us
Need help with a return, replacement, damaged product, or order issue?
We're here for you.
Email: support@soaringspirithq.com
Phone: 613-618-0674
Soaring Spirit HQ
607-700 Sussex Drive
Ottawa, Ontario, Canada
Soaring Spirit HQ
Wear What You're Becoming.
