Shipping policy

1. Order Processing Time

  • All products are custom-made and personalized as per the details provided by the customer.
  • Orders are typically processed within 2 to 5 business days.
  • Processing time begins after:
    • Successful payment confirmation
    • Verification of customization details
  • Orders are not processed on Sundays or public holidays.
  • During peak seasons, sales, or high order volumes, processing time may be extended.

2. Order Confirmation

  • Once an order is placed, you will receive an order confirmation via email or SMS.
  • Customers are responsible for reviewing order details carefully.
  • Any changes or corrections must be requested within a limited time before production begins.

3. Shipping and Delivery Time

  • After dispatch, estimated delivery time is 4 to 8 business days.
  • Delivery timelines may vary based on:
    • Customer location
    • Courier partner serviceability
    • External factors beyond our control
  • Remote or rural areas may require additional time for delivery.

4. Shipping Charges

  • Shipping charges (if applicable) will be clearly displayed at checkout.
  • We may offer free shipping on selected products or promotional campaigns.
  • Additional charges may apply for:
    • Express delivery (if available)
    • Remote area delivery

5. Courier Partners

  • We work with trusted third-party courier services to ensure safe and timely delivery.
  • Courier partner selection is based on service availability and delivery location.

6. Order Tracking

  • Once your order is shipped, a tracking link will be shared via email or SMS.
  • Customers are responsible for tracking their shipment and ensuring availability at the delivery address.

7. Delivery Attempts

  • Courier partners may attempt delivery multiple times.
  • If the customer is unavailable, the package may be:
    • Re-attempted for delivery
    • Returned to us by the courier
  • In such cases, reshipping charges may apply.

8. Incorrect or Incomplete Address

  • Customers must provide accurate and complete shipping details, including:
    • Full address
    • Landmark
    • Contact number
  • We are not responsible for:
    • Delays or non-delivery due to incorrect or incomplete address
  • Additional charges may apply for reshipping if the order is returned.

9. Delays in Delivery

While we strive to deliver orders within the estimated timeframe, delays may occur due to:

  • High order volume
  • Courier partner issues
  • Weather conditions or natural disruptions
  • Public holidays or lockdown restrictions

We are not liable for delays caused by factors beyond our control.

10. Damaged or Lost Shipments

  • If your order arrives damaged, please contact us within 48 hours of delivery with proper proof (photos or video).
  • In case of lost shipments:
    • We will coordinate with the courier partner to investigate
    • Resolution will be provided after confirmation

11. International Shipping (If Applicable)

  • International shipping timelines and charges may vary depending on the destination.
  • Customers are responsible for any customs duties, taxes, or import charges applicable in their country.

12. Contact for Shipping Support

For any shipping-related queries or concerns, please contact us:

Email: support@soulmarkmoments.com
Mobile: 7218161449
Support Hours: 10:30 AM – 6:30 PM (Monday to Saturday)