Tracking Questions
It's in the shipping confirmation email we send the moment your order leaves us. That email has your tracking number and a link that takes you straight to the carrier. If you haven't seen it within 3 business days, check your spam folder, and if it's still not there just email us and we'll send it again.
That's normal in the first few days. We process orders within 1 to 3 business days, and the tracking email only goes out once your parcel is on its way. If it's been longer than that, email us with your order number and we'll check what's happening.
Tracking numbers usually take a day or so to go live while the carrier scans the parcel into their system. Give it 24 to 48 hours and try again. If it's still showing nothing after that, get in touch and we'll chase it up.
6 to 11 business days from the day you order. That's 1 to 3 days for us to process and dispatch, then 5 to 8 days in transit. Carrier delays, public holidays and busy periods can add a day or two.
Parcels often go quiet for a couple of days between scans, especially while they're moving between facilities. It doesn't mean anything has gone wrong. If your package hasn't arrived within 15 business days of shipping, email us and we'll investigate it with the carrier.
Check with anyone else at the address and with your neighbors, and make sure the delivery address on your order is right. Carriers sometimes mark a parcel as delivered a little early, so give it 24 hours. If it still hasn't turned up, contact us and we'll open an investigation with the carrier.
Only before your order ships, so email us as soon as you spot the mistake and we'll do what we can. Once it's with the carrier we can't change it. If a parcel comes back to us because the address was wrong or incomplete, we'll cancel and refund it and you can reorder with the right details. Shipping stays free.
Yes, free of charge, as long as it hasn't shipped yet. Email us as soon as you can. If it's already on its way, you can send it back under our 90-day guarantee instead and we'll cover the return shipping.
Take photos of the product and the packaging straight away, then email them to us with your order number within 48 hours of receiving it. We'll arrange a free return and send a replacement or issue a full refund, whichever you'd rather have.
Email us at support@groundingsoul.com with your order number and we'll get back to you within 24 to 48 hours on business days. We're around Monday to Friday, 9:00 AM to 5:00 PM ET.