Shipping policy

Hi, just a couple of quick things before you check out!

Duties and Taxes

Shipments to some international locations may be subject to customs charges, local taxes, duties, or carrier processing fees. We have no control over these charges, and you accept responsibility for any and all additional fees due upon delivery. 

If you are concerned, if the item description says:

"Made to order" there is likely no import fee as it will hopefully be shipped from within your region. There are several variables that could make this incorrect, but for the vast majority of orders, they will be made and fulfilled domestically to save costs all around.

If the item description states: 

"Ships from Canada" you might be on the hook for taxes, duties or import fees — unless you are in the USA, and in that case, we collect those fees upfront. No surprises!

European Union

As of July 1, 2026, the EU has introduced a new €3 customs duty on low-value shipments (up to €150) entering the EU from outside the EU. The €3 duty is charged per customs/tariff category in the shipment, rather than simply per package or per individual physical item.

For example, several T-shirts of the same type/classification may result in one €3 charge, while an order containing different types of products may result in multiple €3 charges.

We do not use IOSS and we do not collect or prepay EU import VAT, this customs duty, or other import charges at checkout. These charges may be collected from you by your local customs authority, postal service, or courier before or upon delivery. Additional VAT and/or carrier processing fees may also apply.

These are EU/import charges and are not fees charged by the Softcult store. By placing an order for delivery to the EU, you agree to pay any applicable import VAT, customs duties, and related fees.

For this reason our shipping rates to EU are very low.

If you would like to order physical music from us and have these fees paid in advance, please order from our Bandcamp page. Bandcamp has a system in place which allows you to pay VAT on the order and we can take care of the import fee when we ship. This store does not allow for us to offer this service.

United States

We now ONLY offer a DDP Shipping option at checkout for products that ship from Canada (CDs, cassettes, vinyl and some shirts). This covers all duties, taxes and import fees and we'll take care of everything on our end via our carrier, so there will be nothing due on delivery and no surprises.

Note again that most of our garments are made to order and USA orders are generally made in, and ship from within, the USA, so no import duties apply to those orders.

All apparel and music ships (pretty much) worldwide with tracking. Occasionally we may use a shipping service without tracking to certain parts of Asia, for example. We offer both tracked and non-tracked options to destinations where tracked shipments are significantly more expensive than non-tracked.

Any items not received must be reported to us within 60 days of placing the order. Please contact us if something hasn't arrived and we'll figure it out for you. If you do not let us know that you have not received your package(s) within 60 days of your order, sadly we cannot offer refunds or free re-shipments.

Please ensure that your shipping address is correct. We are not responsible for errors in shipping addresses unless, of course, the error is ours.

We are not responsible for tracked orders that are lost or stolen after they have been marked as delivered by the shipping service.

Mail is out of our control once it has been shipped.

Packages that are refused or otherwise returned may be disposed of by the shipping company and may not be returned to us for re-shipment.

Note that most apparel items are made to order and will ship from the fulfilment location closest to you. Music, zines and tour-stock apparel ship from Canada and are sent out at least once per week. If you order multiple items, they may not ship together.

South America, Central America, Israel, Parts of SE Asia

We don't want to exclude our friends around the world, but if the shipping option available to you states "NO GUARANTEES", you agree that you are taking your chances with shipping.

We've had too many lost items, so we need to be clear that shipping to these destinations is a risky business—even with tracking. We will select a shipping service with tracking if one is available for your destination.

We cannot reship or refund lost or missing packages to these destinations, even within the 60-day window. Hopefully, you can understand. Thanks!

Damage During Shipping

Please inspect your order upon arrival and contact us immediately if an item is defective or damaged.

If your items arrive damaged, please document the damage by taking photos of the item, packaging AND shipping label. We require proof of damage in order to replace the order at no cost to you.

You can contact us at store@softcult.band.

Updated 2026.08.17