Frequently Asked Questions
PAYMENT
What Payment Methods Do You Accept?
We accept all major credit cards and PayPal in our store.
How Secure Is My Personal Information?
Our website adheres to the highest industry standards to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (Secure Socket Layer technology), which is widely used on the internet for processing payments safely.
ORDER TRACKING
My Tracking Number Is Not Working
90% of our orders have a tracking number available. However, it's possible that your order doesn't have one. Please contact us at help@soultied.store if you need more information about a shipment without a tracking code, and we'll do our best to assist you!
You will receive your tracking number by email within a few days of your order. You can then track your order using the code on our Track Order page. Please ensure you've entered your code correctly; the best way to do this is by using copy and paste.
How Do I Know If My Order Has Been Shipped?
When your items have been dispatched, we will send a notification email to your registered email address and the phone number you used at checkout. The tracking number is normally available within the next few days of dispatch. You can also check our online order tracking page.
The Tracking Site Says Delivered, But I Haven't Received My Package Yet
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office, as they may be holding the item for you.
SHIPPING & DELIVERY
Do You Ship Internationally?
We ship worldwide every day. Shipping is available to most locations around the globe.
How Long Does It Take for My Order to Ship Out?
All items are subject to a handling period before they are dispatched.
99% of orders leave the warehouse within 1-3 days of payment. We will notify you by email when your items have been shipped.
My Order Did Not Arrive on Time, What Should I Do?
If your items do not arrive within 45 business days from the purchase date for any reason, please contact us at help@soultied.store.
How Long Does Shipping Take?
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Standard International Shipping: 8-20 business days.
All orders will be dispatched from our warehouse within 3 business days. During peak periods, please allow for up to 6 business days for dispatch.
How Is the Package Being Delivered?
Delivery depends on where you live and which product you order. The package will be delivered to your home, mailbox, porch, or local post office with a notice left on your mailbox.
Most orders will be available for pickup from your local post office once you receive a notice letter in your mailbox. This may also happen if the mailman has tried to deliver the package to your home, but no one was there to accept it, and it couldn't be left anywhere safe.
How Much Do You Charge for Shipping?
We offer FREE Shipping worldwide!
From Where Is My Package Being Shipped?
Our warehouses are located in China and the United States. Most orders are shipped from China. If you need more information about this, please contact us at help@soultied.store.
RETURNS & REFUNDS
What If I Receive a Damaged/Faulty Product?
If you have received a damaged or faulty product from our store, please send us photographic or video proof of the damage, and we will send you a new working item right away (free of charge).
AFTER PURCHASE
I've Entered the Wrong Shipping Address/Chosen the Wrong Variant! Can I Change It?
If this happens, please email us at help@soultied.store as soon as possible, and we may be able to assist you. However, we cannot guarantee this, as all of our items are usually processed immediately after you order and shipped out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. Please contact us regardless; we care and will try to help in any case. We understand how frustrating it can be to pay for something you can't use.
Note: If we can't cancel the order, we won't issue a refund if you ordered your products to the wrong address.
My Package Is Stuck in Customs, What Can I Do?
Customs, postal services, and our store are different entities; hence we are not liable for any delays caused by customs or local post services. Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us. For further details on charges, please contact your local customs office.
If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.
Can I Change My Shipping Address?
Once you have placed an order, the information goes straight to the shipping department, which takes 1-3 working days to process. After that, the shipping department will send the tracking codes to the data entry team to update the tracking codes and send a shipping confirmation email to the customer. If you need to make any changes to your shipping address, please contact our customer service as soon as possible after placing your order, and we may be able to assist you.
Please ensure that all information you have provided is correct before submitting your order to prevent losses in mail or other mishaps.
Note: For customers who provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels if you have moved out of the address you provided.