Shipping policy

1) Shipping Policy — replace the whole thing

Open Settings → Policies → Shipping policy, select all, delete, paste this:

How We Ship We ship U.S. orders via USPS, UPS, or FedEx, and international orders (Canada, Australia, New Zealand) via DHL Express or DHL eCommerce. You'll receive a tracking number by email once your order ships.

Processing Time All orders require 3–5 business days to process before shipping. Orders placed on weekends or holidays begin processing the next business day. During high-demand periods, processing may take up to 7 business days.

Shipping Rates — Domestic (United States)

  • Apparel & accessories: flat $6.99 standard shipping.
  • Footwear: flat $9.99 standard shipping.
  • Free standard shipping on all U.S. orders of $100 or more (apparel, accessories, and footwear).
  • Orders with both footwear and apparel may be charged combined shipping; the $100 free threshold still applies to the full U.S. order total.

Shipping Rates — International (Canada, Australia, New Zealand)

  • Rates are calculated at checkout by DHL based on destination, weight, and service.
  • Free shipping does not apply to international orders; carrier rates apply at all order values.

Where We Ship Sole Play ships within the United States and to Canada, Australia, and New Zealand. Orders cannot be placed for delivery to other countries at this time.

International Shipping Terms

  • Transit is typically 7–14 business days after processing; actual times depend on the carrier and customs clearance and are not guaranteed.
  • All international sales are final. International orders (Canada, Australia, New Zealand) are not eligible for return, exchange, or refund under any circumstance, except where a mandatory, non-waivable consumer-protection law of the destination country requires otherwise.
  • Duties, taxes, customs fees, and brokerage charges are the buyer's responsibility, collected by the carrier or customs authority at or after delivery, separate from and in addition to the shipping rate at checkout. Sole Play does not collect, calculate, prepay, or refund any duty, tax, customs fee, or brokerage charge.
  • Refused or undeliverable packages: the buyer remains responsible for the original outbound shipping cost, all duties and fees assessed, and any return-shipping or carrier-imposed charges. Sole Play will deduct these from any refund at our sole discretion; in some cases no refund will be issued.
  • Return shipping is the customer's sole responsibility. Sole Play does not arrange, pay for, prepay, reimburse, or facilitate return shipping for any international order, and does not provide prepaid international return labels.
  • Loss, theft, or damage: once in transit, Sole Play is not liable for loss, theft, damage, customs seizure, delay, or non-delivery. Buyers must file claims directly with the carrier.
  • Buyers are responsible for a complete, accurate shipping address.

Shipping Address Orders ship to the address provided at checkout. Please double-check your address before completing your purchase — we cannot redirect packages once they have shipped.

Lost, Stolen, Delayed, or Damaged Packages We know it's stressful when a package doesn't arrive, and we want to be straight with you about what we can and can't do. Once your order leaves our hands and is accepted by the carrier (USPS, UPS, FedEx, or DHL), it is in the carrier's custody and control — not ours. At that point, risk of loss transfers to the recipient, and Sole Play is not liable for packages that are lost, stolen, delayed, misdelivered, or damaged in transit.

We are a retailer, not a shipping carrier. Once a package enters the carrier's network we have no ability to locate it, redirect it, expedite it, or influence its delivery — the carrier controls all of that. A tracking status of "delivered" is the carrier's confirmation of delivery, and Sole Play does not issue refunds or replacements for packages the carrier reports as delivered.

What we can do: we will share your tracking details and any shipping documentation you need to file a claim, and — where a carrier requires the shipper to open the claim — we will submit that claim on your behalf as a courtesy. That is the full extent of what is available to us. Filing a claim does not guarantee recovery, a refund, or a replacement, and any outcome is determined solely by the carrier.

How to protect your order: for full peace of mind, select shipping protection at checkout where offered — it covers lost, stolen, or damaged shipments through the protection provider. We also recommend shipping to a secure address where packages won't be left unattended.

To begin, email hello@soleplaybama.com with your order number and tracking number, and we'll provide whatever we can to support your carrier claim.

Pricing Variance Between In-Store and Online Product pricing, promotions, discounts, and availability may vary between our Dothan, AL retail location and soleplaybama.com. A price at one channel does not guarantee the same price at the other. Sole Play sets and adjusts pricing independently per channel at its sole discretion, without prior notice, and reserves the right to correct pricing errors and cancel orders placed at an incorrect price.

Order Tracking You'll receive a shipping confirmation email with your tracking number once your order ships. Track directly on the carrier's website.

Shipping questions? hello@soleplaybama.com or 334-446-7777.