Shipping Policy

Effective Date: March 3, 2026

Last Updated: March 3, 2026

Welcome to SoulSurf. We are committed to delivering our high-quality products to you in a timely and safe manner. Please read our shipping policy carefully to understand how your orders are processed and delivered.

1. Order Processing

Business Days: Orders are processed on business days (Monday to Friday, excluding public holidays).
Standard Timeline: Processing typically takes 1–2 business days from the time your order is placed and payment is confirmed.
Peak Periods: During festive seasons, sales, or new product launches, processing may take an additional 1–2 business days.
Communication: If we anticipate a significant delay in shipment, we will contact you via email or phone.

2. Shipping Areas

Domestic Shipping: We currently ship across India.
Restrictions: We do not ship to PO Boxes, APO/FPO addresses, or locations restricted by our logistics partners.
International Shipping: International shipping is not available at this time.

3. Shipping Methods and Delivery Timelines

Calculation: Delivery time is calculated from the date of shipment, not the order date.
Standard Shipping: Generally takes 3–7 business days, depending on your location.
Remote Areas: Delivery to remote or hard-to-reach areas may take a few extra days.
Estimates: Delivery estimates are provided for guidance only and may vary due to factors beyond our control (courier delays, weather, strikes, etc.).

4. Shipping Charges

Checkout Visibility: Shipping charges will be displayed at checkout before you complete your purchase.
Structure: Charges may be applied as:
- Flat-rate shipping (a standard fee per order).
- Dynamic shipping based on order value, weight, or location.
- Free shipping above a certain cart value.
Promotions: Any promotional free shipping offers will be clearly mentioned on relevant pages and apply as per the stated terms.

5. Order Tracking

Confirmation: Once your order has shipped, you will receive a shipment confirmation email and/or SMS containing the courier name and tracking number.
Real-time Status: You can use this tracking number on the courier’s website to view the real-time status of your delivery.
Support: If you have not received tracking details within 48 hours of placing your order (on business days), please contact our support team.

6. Delivery Attempts and Non-Delivery

Attempts: Our courier partners will typically attempt delivery 2–3 times.
Contact: If you are unavailable, they may contact you via phone or SMS to reschedule delivery where possible.
Returns: In case of repeated unsuccessful attempts, the package may be returned to us.
Re-shipping: For orders returned due to an incorrect address, repeated delivery failures, or refusal to accept the shipment, re-shipping charges may apply.

7. Damaged, Leaking, or Tampered Shipments

We take great care to pack SoulSurf products safely. If you receive a package that appears damaged, leaking, or tampered with:

Do not consume the product.
Document the issue: Take clear photos of the outer packaging, shipping label, and affected products.
Contact us: Reach out within 24–48 hours of delivery with your Order ID and photos.
Resolution: We will review your case and may offer a replacement, partial refund, or other resolution as per our Returns & Refunds Policy.

8. Incorrect or Incomplete Address

Accuracy: Please ensure your shipping address, pin code, and contact number are accurate and complete at checkout.
Responsibility: We are not responsible for delays or non-delivery due to incorrect or incomplete addresses.
Fees: Additional shipping charges may apply for re-shipping orders returned for this reason.

9. Delays Beyond Our Control

While we work closely with our logistics partners to ensure timely delivery, certain situations may cause delays, including:

Natural disasters or extreme weather.
Strikes, lockdowns, or transport restrictions.
Local festivities or public holidays.
Operational issues at the courier’s end.

In such cases, we will not be liable for any consequential losses but will support you in tracking and resolving the issue with the courier.

10. Ownership and Risk

Transfer of Ownership: Ownership of the products passes to you once the order is dispatched from our facility.
Risk: Risk of loss or damage passes to you upon delivery to the shipping address provided, or upon collection by the courier as per applicable law and courier terms.