Shipping policy
1. Order Processing Time
All orders are processed within 2-3 business days. We strive to dispatch packages even during weekends or holidays. If a delay occurs, shipments will be sent out on the following Monday.
2. Shipping Estimates
Generally, packages will arrive within 20 days after the courier company confirms receipt. If your tracking number shows "Received" but there is no further movement for an extended period, please contact us immediately. We will coordinate with the courier to investigate the status.
3. Shipping Destinations & Address Requirements
We ship to most regions worldwide. However, please avoid using PO Box addresses, as this often leads to delivery failures. Please provide a physical street address to ensure successful delivery.
4. Customs, Duties and Taxes
When your package is dispatched, the courier service may implement a pre-deduction of taxes based on the declared value to ensure smooth customs clearance in the destination country. Soulock will cover these pre-deducted customs fees. In most countries, customers will not receive additional customs charges upon delivery.
Countries: Please note that European Union countries may levy certain taxes on the recipient once the package arrives at customs; these rates vary by country.
Post-Dispatch Fees: Any additional fees incurred after the package has been dispatched (beyond the pre-cleared amount) are the responsibility of the customer. Please ensure your phone number and email are reachable to avoid any delivery issues or package destruction due to missed customs verification.
5. Order Tracking
Once your order has shipped, you will receive a Shipping Confirmation email containing your tracking number(s). You can use this number to check the progress of your delivery on our website or the carrier's portal.
6. Damages & Missing Packages
If you receive your order damaged, please save all packaging materials and damaged goods. Contact the shipping carrier immediately to file a claim. Additionally, please send photos of the damaged package/products to our customer service team, and we will assist you in the communication with the carrier.