Free shipping is automatically applied to all continental U.S. order when your cart total is a minimum of $129.
Please review cart contents again and make sure you have the correct shipping service selected. If you feel there is an error, please email us here.
Please allow 24-48 hours to process your order. Shipping times depend on the shipping method chosen and on couriers availability. Once processed, domestic parcels take approximately 2-7 business days to arrive. Overseas deliveries for shoes and bags take approximately 2-10 days. Delivery details will be provided in your shipping confirmation email.
Yes, we ship worldwide. Shipping costs apply and will be added to your order at checkout. Preferred international shipping method is FedEx. We do not control import or clearance costs for overseas orders. This is the responsibility of the customer.
In the event your package is lost, we suggest the following: First, if a package is marked "delivered", and cannot be found, we encourage you to check in with your local USPS/FedEx office or hub. Sometimes packages can still be recovered. If you are still unable to locate your package, our team is here to help! Please reach out to email@example.com, or submit an inquiry here.
Yes, international orders are billed by the shipping company and paid for by the customer upon arrival. So iLL does not control import or clearance cost for overseas orders. This is the responsibility of the customer.
If any items are refused at customs & sent back, the customer will incur a 30% fee + deduction of shipping cost.
We ship orders through FedEx and USPS. Our preferred shipper is FedEx for domestic and international shipping.
Yes. Once your order ships, a tracking number will be sent to the email you provided during checkout.
Exchange / Return Policy
Due to the nature of our small run production, most products are limited to exchange or store credit. In order to be returned, items must be in the original packaging with all tags intact. After the item is received in our warehouse, please allow up to 10 business days for processing. All returns will be subject to a $9 restocking fee. Non final sale climbing shoes, lifestyle shoes, bags, and t-shirts are eligible for exchange. Final Sale items, boxer briefs, bandanas, cutlery, scrunchies, and crash pads cannot be returned or exchanged. Please refer to the product page to verify eligibility. All returns and exchanges are processed through soillholds.com.
To initiate an exchange for a purchase on or prior to 09/12/2023, or see if your items are eligible, please visit our returns portal here. If your order was placed on or after 09/13/2023, visit the So iLL portal here. Non final sale climbing shoes, lifestyle shoes, bags, and t-shirts are eligible for exchange. Final Sale items cannot be exchanged. Please make sure all tags are intact and items are in brand new, clean, resellable condition. Once the item(s) are received, you will be notified by email. Please allow up to 10 business days for processing. We will then issue an order for the new requested size. If you have any additional questions, please contact us at firstname.lastname@example.org and we will help you out.
Free exchanges are limited to customers within the continental U.S. only. Non-continental U.S. and International customers are responsible for the cost of return shipping to our warehouse. This policy applies to Canada and Mexico as well.
Yes, our policy has a 30 day time limit from day received.
Due to the nature of our small run production, we cannot guarantee that we will have your desired size available. For this reason, we can offer an exchange, but requested size may not be available until a new shipment arrives. To initiate an exchange, or see if your items are eligible, please visit our returns portal here.
No. Once you have placed your order it is considered in process and cannot be cancelled. Only in the instance an item becomes unavailable and cannot be backordered, will your order be cancelled and fully refunded.
If you have any issues with your order or the product you received, please send us an email here, and we'll be happy to assist.
Ordering / Accounts
As we work on merging the So iLL x On The Roam content into our main brand site (So iLL), you'll be adding items to your cart and checking out via So iLL. All orders, returns, and exchanges made on or after 09/13/2023 will be processed via So iLL.
As we work on merging the So iLL x On The Roam content into our main brand site (So iLL), you can create an account here.
This depends on the product. Keep an eye on our social media for updates or subscribe to our newsletter below to stay informed.