Help Centre

Email Support

Support email

support@soulmart.ca

SHOPPING WITH US

Once you are on www.soulmart.ca, click on the icon next to the “Shopping Basket” in the right corner of the website where you can create your account or log in to an already registered account

Customer login you can find at the bottom of the page in the section “Customer Info”

We accept payments from:

Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Shop Pay, Amex, Discover, Diners Club, Interac

If your item hasn't arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order's delivery information in your Purchase history, and in the confirmation email that you receive from SoulMart. You'll be able to see the item's expected delivery date, and the address to which it's being shipped.

Let the seller know your item hasn't arrived.

If the estimated delivery date for your item has passed and you still haven't received your item let the seller or SoulMart know and we will investigate it immediately. You have 15 days from the estimated delivery date to inform the seller that you didn't receive your item.

Yes, you can! Just add the recipient's address as the "Shipping Address" when you are checking out. You can even add a gift message for them.

SoulMart is an online marketplace which means you’re not buying your items from SoulMart directly, you’re buying indirectly from independent sellers. As an online marketplace SoulMart is facilitating the sale. This means that your order and different products will be delivered to you directly by the seller brand.

You can check the shipping status of your order on your SoulMart account or email received after the purchase.

When the seller adds tracking information you can check where your order is located and the estimated delivery time. To track your purchase follow the instructions received in the email.

Change your shipping details when ordering

When you’re buying an item you’ll confirm the shipping method and address at checkout. Make sure you check these carefully before completing your purchase. You can then edit the address, select a different address or add a new address.

Changing your shipping details after a purchase

You may be able to change the shipping address or the shipping service you selected for a SoulMart purchase but you’ll need to contact the seller directly before the item is shipped to you.

If you’ve already completed your purchase but need to make a change to the shipping details, contact the seller as soon as possible. They won’t be able to make changes if they’ve already sent your package.

Change your shipping address after you’ve paid

Sellers generally can’t change the shipping address that you provided at checkout. If they haven’t yet sent the item the best thing to do is to ask the seller to cancel the transaction and then repurchase the item with the correct shipping address.

Change the shipping method after you’ve paid.

If the seller hasn’t yet sent your package you can ask them if it’s possible to change the shipping method. If they agree you can work with them to sort out the details—for example, sending extra payment for an express or tracked option.

If the seller isn’t willing to change the shipping method you can ask them to cancel the order and repurchase the item with the correct shipping method.

Let the seller know your item hasn't arrived. If the estimated delivery date for your item has passed and you still haven't received your item let the seller or SoulMart know and we will investigate it immediately.

You have 15 days from the estimated delivery date to inform the seller that you didn't receive your item.

SoulMart strives to make every order accurate so that you receive everything you need right away. If what you receive isn't what you ordered, please contact the seller. We will do our best to get the correct items to you as quickly as possible.

At SoulMart we seek out and curate high-quality brands that focus on Spiritual and Health & Wellness products so when you place an order you can be confident that you're getting exactly what you're expecting. We strive to safely ship our products to our customers though items may get damaged in transit.

If you are not completely satisfied with your order, SoulMart will work with you to make it right.

If the item you received is damaged or is significantly not as described please contact the seller within 15 days after you have placed your order. We will exchange the products or provide a refund.

Read more about our Refund Policy

SELLING WITH US

It's easy to get started with SoulMart. Here's how it works: Submit the form. Create your store. List. Ship. Earn. It’s really that simple😉

  •  SUBMIT THE FORM

Please fill out the registration form and submit. You will receive further details in your mailbox📩

  • CREATE YOUR SOULMART STORE

Once your application is approved create and configure your seller account🏬

  • LIST AN ITEM

Once you are registered login to your Seller Dashboard and list as many products as you want. Learn how to create a listing here. 

  • SHIP YOUR ITEM

Once your item sells let SoulMart do the hard work. You will receive customer information in your mailbox and you can find them in your order details. Want to learn more about shipping? Check out Set up shipping method for shipping related questions! 🚀

  • RECEIVE YOUR EARNINGS

Once the order is fulfilled you will receive your earnings! Payouts are typically deposited into your bank account between 5 to 8 business days including the shipping fees and taxes. We only charge 10% commission on product revenue plus credit card processing fees💰

Once an order has been made you will be notified via email when someone has purchased your item through the SoulMart website. Once you “Fulfill” the order your payment will be processed and sent to your preferred payment method.

SoulMart charges 10% commission per product plus credit card processing fees. Fees will still be collected in the case of a refund/return item.

SoulMart will pay you the net revenue to your bank account typically 5 to 8 business days after the order has been fulfilled.

The fees that SoulMart retains are used to run the platform, promote your business, advertising, website maintenance, vendor account set ups, specific shipping settings for individual products, SEO, social media content, and transaction & processing fees.

Selling at SoulMart will allow you to become part of an online marketplace that focuses on spiritual products and services, that can truly make a difference in people’s lives by enhancing their spiritual journey and in the world in general. Also,

  • SoulMart facilitates brand recognition and awareness
  • SoulMart offers carbon neutral shipping
  • SoulMart assists with setting up the account and adding your listings
  • SoulMart provides a platform to sell your products
  • SoulMart categorizes your listings to the correct collections
  • SoulMart edit/spellchecks the information written in listings
  • SoulMart edits or re-sizes any images to the correct format
  • SoulMart configures all specific shipping preferences; Shipping Carrier Delivery and rates
  • SoulMart promotes the products on our social media pages through marketing campaigns.

All vendors are welcome to add as many products as they wish. No minimums.

Being a SoulMart seller doesn’t just mean having your products listed on our marketplace for thousands of people to discover. When your SoulMart shop is launched we like to do it with some fanfare. We will promote you across our social media channels and where we can also in our newsletters and on our homepage.

Beyond launch, we offer a range of marketing opportunities for our sellers: PR (both product placements and case studies), email newsletters, social media campaigns, online advertising campaigns, blog articles, competitions, and promotions.

All available product categories are listed on the Terms & Conditions Policy. If you would like to request a specific category not listed above please email support@soulmart.ca

As a SoulMart Seller, you may be charged for using some of SoulMarts’ services. This Fees & Payments document explains your fees and taxes and how to pay them. SoulMarts’  fees are very simple and straightforward.

Sellers may be required to pay the following types of fees. Please note that all fees are listed exclusive of any value-added tax (VAT) that may apply.

Sellers may be required to pay the following types of fees. Please note that all fees are listed exclusive of any value-added tax (VAT) or similar taxes that may apply. It's important to note that all service fees, including prepaid fees, are non-refundable.

Transaction Fees

When you make a sale through SoulMart – the following fees will apply:

  • Marketplace fees 10% transaction fee of the price you display for each listing;

  • Payment Processing Fees A standard processing payment fee charged by PayPal/Credit Card as low as 2.9% + $0.30 (for domestic Canada transactions).

Once your order has been delivered and received by your buyer, you will receive the earnings from the sale in your Bank  Account after 15 days when the order was marked as fulfilled. 
All SoulMarts-supported payment methods rely on third-party providers to process your transactions. These providers might charge extra fees, as well as enforce rules about what products you can sell using their service.

SoulMart values simplicity. We take care of the financial side of things (including credit card fees), provide you with a prepaid, pre-addressed shipping label for packages, and act as your customer support team for your sales. In other words, we provide a straightforward end-to-end platform for selling!

Taxes

Aside from the limited circumstances set out below, you are responsible for collecting and paying any taxes associated with using and making sales through SoulMart’s services.

Read more Payment & Fee Policy

MANAGE YOUR SHOP

Submit a registration form as a seller or log-in to access your seller account.

Once you have successfully logged in your seller dashboard will open up. The seller dashboard provides you with all the information related to your Products, Orders, Commissions, Shop statistics, Images, and other details.

You can manage your Seller Profile from the “My Account” submenu under the “Profile” menu.

Seller Dashboard, Seller Account

The “My Account” page allows you to edit your seller information, including your profile picture, banner image, and all the business information relating to your Seller account.

Key shop elements to address:

Brand Logo: We recommend that you upload a brand logo image with the dimension of 1:1 at 1200x1200px.  You can upload an image in any dimension and edit it within the platform if necessary. Avoid large-sized photos, high-resolution images, and uncompressed images as these can drastically reduce the page load speed, which negatively impacts the customer experience.

Brand Profile Image: We recommend that you upload an image with the size of 1:1 at 1200x1200px. Too large image files can take a long time to load. You can upload an image of any dimension, and then adjust this in the platform afterwards.

Shop Short Description: Share a brief welcome message with shoppers, and tell them more about yourself and what you are selling. Write a short description about yourself, what you are offering to the world, why are you doing this or why people should buy your products/services. Captivate with a beautiful description, and let people know that you are a human and you care about what you do.

Detailed Shop Description: Upload videos or photos and share the story behind your products, how your business came to be, and what your vision is for your brand. This is your opportunity to tell your brand story in a unique and authentic way so that the SoulMart customer can learn about and engage with your brand.

The Detailed Shop Description will appear on your dedicated Seller Profile Page.

Shop Policies: Here you will need to outline all of your policies for shipping, returns, exchanges, payments, custom items, or any other guidelines that are important for shoppers to know before they make a purchase of your products on SoulMart 

“If you have the courage to start, you have the courage to succeed.” Mel Robbins

You’ve set up your shop on SoulMart, published your first products and made your first sale. Now it’s time to be rewarded.

Setting up your payment method is essential to your online shop. Please login to your seller account and go to the “PAYMENT DETAILS” option in the “PROFILE” menu and select the most suitable option for you.

If none of the options works for you please let us know. Together we will find the way. SoulMart will remit to you the amount it collects from the sale of your products *including shipping and tax), less our commission and credit card processing fees. The payments are typically deposited into your bank account between 5 to 8 business days. 

All important and relivent information you can find listed in your seller account.

Useful links: Refund Policy.

Setting up your shipping method is required. Until you set your shipping rates or choose your prefered shipping method, buyers can not purchase your products.

Products

The shipping method will be configured separately within your seller dashboard.

All products MUST be set up as "Require Shipping".

Services & Digital products

All Products MUST be set up as "Does Not Require Shipping". If you selling a service or digital products set as your default shipping method "Free Shipping".

Shipping methods available

Choose at least 1 shipping option and make it a default for your store. You can choose multiple shipping options and then when you add a product, set the shipping option that is most suitable for you.

  1. Custom Marketplace Shipping
  2. Free Shipping
  3. Canada Post

Video tutorial

Easy steps for selling your products

  • Click Seller Login
  • Click “Configuration - Shipping configuration”
  • Enable the shipping method you prefer (Free shipping, Canada Post, Custom Marketplace Shipping) by clicking on “View” in the Action menu • • • and make it default the same way
  • If you choose the "Custom Marketplace Shipping" method you need to set up your shipping ranges
  • Click on “View Shipping” and follow Step #1 to create shipping ranges
  • Then “Add New Range”; Save (you can add up to 8 ranges)
  • Choose shipping range based on price or weight and save
  • Click on the “View Shipping” button next to “Add New Range”
  • Follow Step #2 add the delivery fees according to the state you want to sell your products

See the detailed guidelines below

In the “Shipping Configuration” menu, you will find the list of your shipping methods:

✦ Free Shipping - enable this option if you want to provide your customers with free delivery.

✦ Canada Post - link your Canada Post account to ship your products with better rates and also generate a “shipping label” from your seller account. To link your Canada Post account go to CONFIGURATION > CANADA POST CONFIGURATION and add your details. Now, as soon as your buyers proceed for checkout, they will get the shipping rates on the checkout page from your Canada Post account. Do you want to know more about Canada Post shipping? Visit "How to configure Canada Post shipping?" section.

✦ Custom Marketplace Shipping - enable this option to ship your products accross the country with custom shipping rates added manually in your seller dashboard. 

Configuration of Custom Marketplace Shipping method

In front of the shipping method on the right side click on ••• and from the dropdown menu click on “Enable” to activate the shipping method and then click “View Shipping”.

Follow STEP #1 to create your ranges based on the price or weight of your products. Click on “ADD NEW RANGE” follow the instructions and click “SAVE”. You can add up to 8 ranges.

Then click on “VIEW SHIPPING” and follow the instructions of  STEP#2.

Choose the country (in your case CANADA) and enable/disable provinces where you want to sell your products. Add your prices of delivery and click “SAVE”.

If you have multiple ranges, add your prices for each price range for the province where you want to sell your products. This way you can have unique delivery fees to different provinces and can also offer free shipping for purchases that qualify. Please see example below:

Example of setting up free shipping above a certain price range (in this case above the $100 - Alberta)

You can anytime edit ranges by clicking “MANAGE SHIPPING RANGE” or prices for delivery for individual states by clicking on the “VIEW” button.

Once you enabled a shipping method and have made it the default is time to set up shipping ranges.

First, you need to add “Shipping Ranges” and then proceed to add countries to set different shipping rates for each country.

Adding Shipping Ratas

Click on the “Add New Range” to set a shipping range and enter shipping rates. “Shipping Range” is set based on the price or weight of the product. Also, you can edit/delete the ranges.

You can set up to a maximum of 8 ranges for a shipping method. 

Note: If you have already added ranges based on product price, then to be able to add ranges based on weight, you first need to delete the previously added ranges and only then you will be able to add rages on the basis of weight.

When your “Shipping Ranges” are set up, click on the “View Shipping” next to “Add New Range” and follow the Step#2 > choose the country (in this case CANADA) and add your prices related to each state.

Repeat this process for other shipping methods you want to sell your products e.i. Express Delivery.

If you struggling to set up your shipping, don’t worry we are here to help you. Please contact us and we will guide you through.

Canada Post shipping helps you to ship your products around the country. You can also generate the “shipping label” from your seller account with a few clicks. 

First, you need to get your API username from your Canada Post account and then add this information to your seller account.

CANADA POST ACCOUNT

In order to establish the Canada Post API connection, you will need to join the Canada Post Developer Program which you can do from your account. Please follow the step-by-step guidelines below to obtain the credentials.

First of all, start by visiting the Canada Post site at https://www.canadapost-postescanada.ca/cpotools/apps/drc/home

Click Join NOW button:

You should be redirected to the login page. You can use your existing Canada Post account or register a new account. If you already have a Canada Post account, fill in your login details and click Sign In button.

If you want to create a new account, click Register now button.

To get Canada Post API login credentials you need to create your Canada Post Business profile.

Sign up using your existing customer number or click the Sign up for customer number button if you don't have one yet.

Create your Canada Post Business profile by filling in the necessary information.

After successful verification you can go back to https://www.canadapost-postescanada.ca/cpotools/apps/drc/home and after logging in, join the Development Program.

After joining the Developer Program, the next screen will include:

  • Customer Number (1)
  • API Keys (2)
    • Username
    • Password

Copy the Key Number (username and password (2)) and enter them on the Canada Post Configuration page in your seller dashboard (follow the next steps below).

SELLER DASHBOARD 

Follow the steps to link your Canada Post account with your SoulMart store:

  1. Enable the Canada Post shipping method. Go to "Configuration" > "Shipping Configuration"
  2. Link your Canada Post Account to your seller account "Configuration" > "Canada Post Configuration"
  3. Print shipping label from your seller account

See the overview of the configuration in more detail below:

1. Enable the Canada Post shipping method and then go to click on the "Configuration" and "Canada Post Configuration" from the submenu.

2. Add your Canada Post account details as:

IMPORTANT! You will enter the Production Keyword (Username:Password) as your shops Canada Post Username and Password. 

Canada Post shipping configuration SoulMart

Now, as soon as your buyers proceed for checkout, they will get the shipping rates on the checkout page from your Canada Post account. Once the order is delivered via the Canada Post shipping method, the status gets auto-updated in your seller dashboard via auto-delivery status feature.

PRINT THE SHIPPING LABEL

When you want to print the shipping label you need to go to "Orders" > "Orders listing" enter the details of the order by clicking on the "View" button. Go to the "Additional Order Details" section and generate the shipping label.

Creating a product listing is the first step to getting your products in front of potential buyers. We have a range of tools and options to help optimize the appearance of your products on SoulMart.

Adding new products to your new Seller store on SoulMart is easy and relatively fast. We have multiple ways how to add the products to your store, including:

  • Manually add products using the “Add Product” from SoulMart Seller Portal.
  • Upload your products as a bulk upload via CSV file from SoulMart Seller Portal.

NOTE:

You will be able to add your products AFTER completion of required steps:

  1. Fill out your account details;
  2. Setting up payment details;
  3. Configuration of shipping methods;

Once you complete steps 1-3 the system will allow you to add products to your store.

Step#1

Log in to your Seller Account. Add products to your shop by clicking on “My Products” - “Product listing”.

On the “Product listing” page click on “Add Product” and fill out the required information.

By clicking on ••• dots from the “Action menu” you can add, and edit your product, disable and view the product in-store anytime you need. Under this menu, you can find all the product-related information. 

Step#2

Enter the details in the given fields of the product form.

Tip: Item listing photo

We highly recommend uploading an image with dimensions of 1:1 at 1200x1200px wide. Square images are best for the design style of SoulMart. When it comes to image size, bigger isn't always better, as uploading multiple large images can affect site performance.

If you're adding multiple photos to a page, keep your overall page size in mind. The dimensions of the original image you upload to your site can have a significant impact on how it displays. Product Images should be placed in the center, with no cut-offs, with plenty of light, preferably in daylight. Staged beautiful imagery in a clean, well-lit, lifestyle environment.

If you want to add your product in bulk, go to “More Action” and click on “Add a product by CSV”. This way you can add a product and also bulk edit your products.

When you are adding products via CSV file, please keep in mind that the formatting of the file must be exactly as the example provided and available for download on the product upload page. All information included in the example of the CSV file you can find in the “Add a product by CSV” section.

ORDER MANAGEMENT

When an order for one of your products is made on SoulMart you will receive an email with the order details. When you receive the email you will need to log in to the SoulMart Seller Portal.

Go to your seller panel and click on “Orders” > “Order Listing” > “View” From here you can manage the order status.

Click ••• dots from the “Action menu” to view the order details, and enter the relevant delivery information.

Once the order has been fulfilled, you will need to mark the order delivery status as “Fulfilled”.

Once the order has been delivered, you will need to mark the delivery status as “Delivered”, enter the delivery date & submit.

Sellers are obligated to complete a sale with a buyer. However we understand that there may be certain circumstances in which orders need to be cancelled.

Go to your seller panel and click on “Orders” > “Order Listing” > “View” From here you can cancel the order.

When you cancel an order, SoulMart automatically updates the order status in the buyer's SoulMart account and sends an email notification to the buyer. Both cancellations and returns are a normal part of most sales operations.

In the event that SoulMart receives a return request, we will review your Return Policy and SoulMart can accept or deny the request.

SoulMart's Return Policy is made to specifically protect our vendors from scam returns and to protect our customers from receiving low-quality item/s.

If the request is accepted, you will be notified by email. You will then need to provide and pay for a shipping label and send it to your customer to return the item to you. Once you receive your item and confirm that it is in the same condition you sent it out in, then we will issue a refund to the customer.

Read more about our Refund Policy

After you purchase a postage label, you need to download and print it. You can download and print a shipping label as often as necessary, until the Dispatch Date for the order.

How to download and print a shipping label

Sign in to SoulMart Seller Portal.

Go to “Orders” >Click “Orders Listing” > Click on the “Action” button of the order for the postage label you want to reprint.

Go to the “ADDITIONAL CUSTOMER & ORDER DETAILS” section

Click “Print Shipping Label” and download it as a PDF file. This way you can generate the shipping label for all shipping methods (Custom Marketplace Shipping and Canada Post shipping)

Check the preview to be sure that the label is formatted correctly. If the label doesn't print with the correct aspect ratio package scanners may not be able to read your label and your package may not be delivered on time. Please repeat the process for any of the required documents such as Customer Invoice, Packaging Slips, or Seller invoices.

Can't find an answer? We are here to help! Contact us support@soulmart.ca.