At Soulmate Customs, we prioritize delivering your order securely and in perfect condition. Here’s our policy on lost, stolen, or damaged packages and how you can protect your order.
Package Protection
We highly recommend adding Package Protection at checkout. This optional coverage protects against potential loss, theft, or damage during transit, giving you peace of mind.
⚠️ Note: Soulmate Customs is not responsible for any packages that are lost or stolen without package protection.
Lost or Stolen Packages
If your package is marked as "Delivered" by the carrier but cannot be located:
- Without Package Protection: Soulmate Customs is not responsible for packages that are lost or stolen. In such cases, please check with family members, neighbors, or building management (if applicable) and contact the carrier directly to file a claim.
- With Package Protection: If Package Protection was added to your order, please reach out to us at info@soulmatecustoms.com with your order number, and we’ll assist you with your case.
International packages are only considered lost after 30 days with no tracking updates.
US packages are only considered lost after 10 days with no tracking updates.
⚠️ Note: Shipping fees are non refundable.
Damaged Packages
If your order arrives damaged, we’ll work with you to make it right:
- Contact Us Within 14 Days: Please email us at info@soulmatecustoms.com within 14 days of receiving your order. Include your order number, a brief description of the issue, and clear photos showing the damage.
- Replacement or Repair: Once we’ve reviewed the issue, we’ll assess whether a replacement or repair is appropriate and guide you through the next steps. Please note that damages caused by shipping will require photo evidence to process a replacement.
Additional Tips for Missing Packages
If your package shows as "Delivered" but cannot be found:
- Check Nearby: Sometimes carriers leave packages in a hidden spot or at a neighbor’s address.
- Contact the Carrier: Use your tracking number to inquire directly with the carrier about the delivery details.
For further questions or assistance, please reach out to us at info@soulmatecustoms.com. Our team is here to support you within our policy guidelines.