Shipping & Delivery
Because waiting should feel simple.
We know that when you place an order, you're not just buying clothing—you're choosing something meaningful for yourself or someone you care about.
We treat every order with that in mind.
This Shipping & Delivery Policy explains how your Soaring Spirit HQ order is produced, shipped, and delivered.
1. Made to Order
Most Soaring Spirit HQ products are made to order through our print-on-demand partner, Gelato.
This means your product is produced after you place your order rather than being pulled from pre-existing inventory.
Making products to order helps us avoid unnecessary inventory and allows us to offer a wider range of designs and personalized products.
2. Estimated Delivery Times
Your estimated delivery time includes both:
Production + Shipping
Delivery times vary depending on the product, destination, production location, order size, and shipping method selected.
As a general guide, many orders are delivered within approximately 3–5 business days, although some destinations or products may require additional time.
For the most accurate estimate, the delivery date displayed during checkout for your specific order should be used as the best available estimate.
Gelato notes that delivery estimates include the time required to produce the product as well as the time required to ship it to the customer. Delivery estimates and costs can change and are not guaranteed.
Please note: Delivery times are estimates and may be affected by carrier delays, customs processing, weather, holidays, or other circumstances outside our reasonable control.
3. Shipping Costs
Shipping costs are calculated based on your destination, product, quantity, and available shipping method.
Your applicable shipping options and costs will be displayed at checkout before you complete your purchase.
Depending on the product and destination, standard/economy and express shipping options may be available.
Gelato's shipping rates can vary by product and destination, and live shipping rates may be available through the Shopify/Gelato integration.
4. Where We Ship
Through our Gelato fulfillment network, Soaring Spirit HQ can ship products to customers in Canada, the United States, and many international destinations.
Availability can vary by product and destination.
If a particular product cannot be shipped to your location, the available options at checkout will indicate this.
Gelato currently supports delivery to more than 200 countries and regions, although not every product is available in every destination.
5. Tracking Your Order
Once your order has been produced and shipped, you'll receive a shipping confirmation email with tracking information when tracking is available.
You can use your tracking number to follow your package through the carrier's tracking system.
Please allow some time for tracking information to become active after your order has shipped.
6. Shipping Carriers
Your order may be delivered by different carriers depending on the production location, destination, shipping method, and other logistical factors.
Gelato works with a network of shipping providers and selects the carrier based on the circumstances of the order.
For this reason, we cannot guarantee a particular carrier for every order.
7. International Orders
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
These charges are generally not included in the product or shipping price unless specifically stated at checkout.
Any applicable customs duties, import taxes, brokerage fees, or other charges imposed by the destination country are the responsibility of the customer.
Customs processing may also cause additional delivery delays.
Because customs requirements vary from country to country, we recommend checking with your local customs authority if you have questions about potential charges before placing an international order.
Gelato also advises merchants to inform customers that customs fees may apply to international shipments.
8. Shipping Address
Please carefully review your shipping information before completing your order.
If you notice an error in your shipping address, please contact us as soon as possible at:
Because our products are made to order, we may not be able to change an address after production has begun or the order has shipped.
We will make reasonable efforts to help whenever a change is still possible.
9. Delays
We do everything reasonably possible to help your order arrive within the estimated timeframe.
However, delays can occasionally occur because of circumstances outside our reasonable control, including:
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Severe weather
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Carrier delays or disruptions
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High seasonal demand
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Customs processing
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Transportation disruptions
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Labour disruptions
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Natural disasters
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Government restrictions
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Production or logistical issues
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Other unforeseen circumstances
If your order appears to be delayed, please check your tracking information first.
If you need additional assistance, contact us and we'll do our best to help.
10. My Tracking Says "Delivered," But I Don't Have My Package
If your tracking information shows that your package has been delivered but you cannot find it, we recommend:
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Checking around your property and any designated delivery locations.
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Checking with household members or neighbours.
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Contacting the shipping carrier using the tracking information.
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Contacting us if you are still unable to locate the package.
We'll do our best to help investigate the situation with the carrier and our fulfillment partner.
11. Damaged Packages or Products
If your order arrives damaged or there is a problem with the product, please contact us as soon as reasonably possible.
Please include:
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Your order number
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A description of the problem
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Clear photographs of the product
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Photographs of the packaging, where applicable
We will review the issue and work with our fulfillment partner to determine the appropriate resolution.
Gelato provides a quality-assurance process for validated product-quality issues and may provide a replacement where appropriate.
12. Multiple Products and Shipments
If your order contains multiple products, your items may occasionally be produced or shipped separately.
This can happen because different products may be produced at different fulfillment locations.
If your order is shipped in multiple packages, you may receive more than one tracking notification.
13. Delivery Estimates and Your Consumer Rights
We provide estimated delivery information to help you plan for your purchase.
Delivery estimates are not guaranteed delivery dates.
Nothing in this Shipping & Delivery Policy is intended to exclude, restrict, or limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.
14. Our Commitment
Every Soaring Spirit HQ order represents more than a purchase.
It's a reminder of strength, resilience, courage, and showing up.
We're committed to producing your order with care, providing clear shipping information, and doing our best to make sure your purchase reaches you safely.
15. Need Help?
Questions about your order, shipping, tracking, or delivery?
We're here for you.
Please contact us:
Email: support@soaringspirithq.com
Phone: 613-618-0674
Soaring Spirit HQ
607-700 Sussex Drive
Ottawa, Ontario, Canada
