Shipping policy

Shipping Policy (Universal Cross-Border Template | SoulGem)

Last Updated: June 29, 2026

Brand: SoulGem

Support Email: guoxrds@gmail.com

Address: No.88 Jianhao Road, Pudong New Area, Shanghai, China

1. Order Processing Time

All orders will be processed within 1–5 business days after full payment is confirmed.

Business days exclude weekends, local Chinese public holidays, and international holidays.

Custom-made products require an extra 3–7 business days for production before shipment.

2. Shipping Coverage

We offer international delivery to most countries and regions worldwide.

We reserve the right to suspend delivery to regions restricted by logistics, customs, trade sanctions, or postal limitations. Orders shipped to unsupported regions will be canceled with a full refund issued.

3. Estimated Delivery Time

All transit times are estimated reference values and not legally guaranteed delivery deadlines.
  • Standard Shipping: 12–30 business days after dispatch
  • Expedited Shipping: 5–15 business days after dispatch

    Delivery delays may occur due to customs inspections, logistics backlogs, natural disasters, local postal efficiency, public holidays, or regional policy adjustments. SoulGem shall not be liable for compensation caused by uncontrollable delayed shipments.

4. Customs Duties, Taxes & Clearance Fees

All import VAT, customs duties, clearance administration fees, and local consumption taxes generated during cross-border transportation shall be fully borne by the buyer upon receiving the package.

SoulGem cannot pre-pay, cover, or predict customs charges for destination countries. Buyers are responsible for clearing customs and paying relevant fees to receive goods.

5. Shipment Tracking

Once your order is dispatched, a tracking number and logistics link will be sent to your registered email automatically.

Tracking updates may have a 2–7 day delay after shipment. If tracking shows no updates for over 10 days, please contact our customer service via guoxrds@gmail.com for assistance.

6. Lost, Stolen or Damaged Packages

Lost Shipments

If the logistics carrier confirms the package is lost after 45 days of shipment, you may choose either a full refund or free re-delivery of the same items. Valid tracking records provided by the logistics company are required for claims.

Damaged Goods Upon Receipt

If you receive damaged items, you must record a complete unboxing video and take clear product damage photos within 48 hours after package delivery. Send all evidence to our support email to apply for replacement, partial compensation or refund. Claims without complete unboxing proof will not be accepted.

Stolen Packages

Once the tracking status shows "delivered", the package risk transfers to the buyer. We will not provide refunds or reshipment for parcels marked delivered but claimed stolen, unless you obtain an official loss certificate from your local postal service.

7. Risk Transfer

The risk of loss, damage, or theft of goods transfers to the buyer the moment our warehouse hands over the package to the international logistics carrier.

8. Address Modification

Address changes are only allowed before the order is dispatched. Once shipped, we cannot alter shipping information. Inaccurate, incomplete, or invalid shipping addresses provided by buyers that lead to return, loss or failed delivery will be the buyer’s responsibility, and return shipping fees will be deducted from refunds.

9. Returned Undeliverable Packages

Packages returned to our warehouse due to wrong address, refused customs clearance, or failed pickup will incur return shipping fees and handling charges, which will be subtracted from your refund if you request a full refund. You may also opt for secondary re-delivery by covering the new shipping cost.