FAQ
General Questions:
*Do you offer Gift Certificates?
We offer a digital gift certificate called a 'Gift Code'. These codes are available in set amounts, or you can contact us to have a custom amount added. Usable at checkout on any Soulstra order - find them in the Catalog section by searching 'Gift Code'
*I want to talk to someone before purchasing
If you would prefer to order your item(s) by talking with a person, please fill out the Contact Form and a team member will reach out within 1 business day. You can expect pricing information, detailed instructions, and of course answers to any of your questions. We will finalize your order together.
*The Coupon Code I have is not working
Some personalized coupon codes are not automatically available through the website or Etsy - if your code is not working, please Contact Us to have it added before you pay!
*Do you ship to the United States?
We do! Though Soulstra is made in Canada, we frequently work with clients in the US and all over the world.
*Do you offer wholesale or bulk discounts?
Yes! When purchasing in bulk(25+ items) the best thing to do is Contact Us - this way we can ensure the absolute best pricing for your order. Most pieces are available to be ordered in bulk and the discount will depend on the quantity & item style.
*How long does it take for a personalized or custom order?
All personalized items are made to order. Depending on the size and complexity of your order, processing times may vary... typically around 10-15 business days
*What payment methods do you accept?
The online shop will accept a Credit Card, Apple/Google Pay, or E-Transfer. If you would prefer to use Paypal please Conact Us
*Can I get a price estimate?
Absolutely! Fill out the Contact Form with as much detail as possible & we will respond within 1 business day with pricing details. All Quotes are honoured for 90 days.
Memorial & Momento Questions:
*Where do I send the inclusion(s) for my order?
Once you've placed an order (or submitted a contact form) - you can expect a personalized 'Welcome' message which will include all the information you need, including our mailing address! We currently do not offer in-person meetings.
*The ashes I have are sealed, how do I open the container?
Depending on which type of container or urn the cremains are in, there are a few common ways to open them. If you are uncomfortable opening the container, or would like some guidance to do so - please reach out and we will do our best to help!
*How much inclusion (ashes, hair/fur etc.) do you need for each item?
The amount varies between pieces, and depends on which type of inclusion we are using. It is possible for us to work with very small amounts of most inclusions, if quantity were a barrier for you. Please inquire about your specific inclusion type by filling out the Contact Form
*How long does it take for a personalized order?
All personalized items are made to order. Depending on the size and complexity of your order, processing times may vary... typically around 10-15 business days. For Memorial or Momento orders, processing time starts when Soulstra receives your inclusions
*What payment methods do you accept?
The online shop will accept a Credit Card, Apple/Google Pay, or E-Transfer. If you would prefer to use Paypal please Contact Us
*Can I get a price estimate?
Absolutely! Fill out the Contact Form with as much detail as possible & we will respond within 1 business day with pricing details. All Quotes are honoured for 90 days.
