Our Policy Info

What You Need to Know

We founded Soldier Girl Brand with one principle in mind - providing an incredible shopping experience for our customers. We work hard to provide exceptional customer service and pride ourselves on never straying from our founding principles. Check out our store policies below and don’t hesitate to contact us if you have any questions or require further information.

SHIPPING

  • Please allow 3-5 business days (not including Sunday) for items to ship, excluding preorder items. 

  • If you have made your payment with an e-check through PayPal, your order will not be shipped until the payment has cleared.

  • Once you have received a tracking number for your order, any issues or concerns regarding the shipment must be handed through the U.S. Postal Service, as the order is now in their possession. You can contact the U.S. Postal Service at www.usps.com, or (800)275-8777.

  • If a shipment is showing as "DELIVERED" with your tracking number, you will need to contact your post office, as that is a delivery issue, and we would not be able to correct a delivery issue. Delivery issues (including damage, theft, and misdeliveries MUST be handed through the U.S. Postal Service.

  • If you have had issues with the postal service, we strongly encourage you to add insurance to your shipments. You can add insurance on your shipment if you would like for an additional charge. If you would like to add insurance to your order, you will need to contact us via email immediately after your order is placed, prior to a tracking number being printed for your order. Once the tracking number has been printed, insurance can not be added.

GENERAL STORE POLICY

  • No refunds.

  • No cancellations on already placed orders.

  • No switching/swapping items on completed orders.

  • Exchanges are not automatic and must be pre authorized.  All of our orders are made-to-order for each customer so exchanges cost the company once we have completed your original order. 

  • SALE ITEMS ARE FINAL SALE . 

  • PLEASE TAKE YOUR TIME! ENTER YOUR ADDRESS AND EMAIL CORRECTLY DURING THE CHECKOUT. DUE TO THE HEAVY VOLUME OF EMAILS, IF YOU ENTER THE INCORRECT INFORMATION, IT MAY NOT BE CAUGHT IN TIME, AND YOU WILL HAVE TO PAY ANOTHER SHIPPING CHARGE TO HAVE THE ISSUE CORRECTED. 

  • WE WILL NOT BE ABLE TO ANSWER EMAILS ABOUT AVAILABILITY AND RESTOCKS. PLEASE JOIN THE EMAIL MAILING LIST TO BE NOTIFIED WHEN RESTOCKS ARE MADE.

  • Discount codes can not be combined on orders. Any discount codes must be applied on the order at the time of purchase.  Discounts will not be applied after an order has been completed. If you experience a problem with a discount code, contact us via email before you place your order.  Email us at soldiergirlbrand@gmail.com.

  • You can add insurance on your shipment if you would like for an additional charge. If you would like to add insurance to your order, you will need to contact us via email immediately after your order is placed, prior to a tracking number being printed for your order. Once the tracking number has been printed, insurance can not be added.

PREORDERS

  • Orders that have preorder items will be shipped once the preorder item is available to ship. Multiple shipments for the same order will not be made, only one shipment for the entire order, when all items are ready to ship.

  • If there is a delay, for whatever reason, any preorder item, we will notify via email regarding the status of the preorder items.

 

EXCHANGES

  • Returns for exchanges are accepted with our authorization only. Items sent without authorization will be refused.

  • Once the exchanged item is received, you will be issued a code to use your exchange credit towards another purchase. Exchanges will not be issued as a refund on any other orders. 

  • In the event you have any issues with a purchase, or would like to exchange an item, contact us, PRIOR TO WEARING/ALTERING ANY ITEMS,  using the forms on the "Contact Us" page for help resolving any problems, WITHIN 3 CALENDAR DAYS FOLLOWING DELIVERY. Any inquiries about exchanges/issues more than 3 calendar days after delivery will not be considered for exchanges/remedy. There will be NO EXCEPTIONS.

  • There will be no exceptions to any requests falling outside of the 3 calendar days period for exchange following delivery.

  • If you find any damages to any items received, please notify us within 3 DAYS OF THE DELIVERY DATE for a return authorization. CLAIMS FOR ANY DAMAGE MUST BE MADE WITHIN 3 CALENDAR DAYS FOLLOWING DELIVERY.

  • PLEASE INCLUDE YOUR ORDER NUMBER IN YOUR EMAIL CORRRESPONDENCE.

  • We will contact you to move forward with the exchange. If a return tracking number is not provided to us within 24 hours of our confirmation of your intent to send items back for an exchange, the exchange will not be honored. We will make necessary time adjustments for weekends and holidays.

  • Each exchange will have to be handled the same. PLEASE do not send things back without contacting us before.

  • Exchanges will not be considered on any items that are received with any stains or damage, so we suggest that you do not try on any items while wearing makeup or heavy amounts of deodorant.

  • Any discounts used at the time of purchase do NOT apply on clothing exchanges. 

  • An additional shipping charge will apply on clothing exchanges for the exchanged item to be sent to you, which will be sent via the invoice.

  • If you would like to exchange a clothing item, within 3 calendar days of the date of delivery, the exchange will depend on availability.

  • Exchanges must be initiated via email.

  • ITEMS WITH TAGS AND/OR LABELS REMOVED WILL NOT BE ELIGIBLE FOR EXCHANGE. If we receive an item that has has any of the tags or labels removed, we will not honor any exchanges. You will be responsible for postage for sending items back to you that have had the tags or labels removed. We suggest that you try items on before removing any label.

 

 

RETURN AUTHORIZATIONS

  • In the event that you have received an incorrect item or a damaged item, we will provide you with a return shipping label. The item must be shipped back within 3 days or the return will become invalid. We will not reprint return labels after the 3 day period. If you are unable to send the item back, you will need to notify us within the 3 day period following the return label being sent to you.