Shipping policy

Shipping Policy

Order Processing, Fulfillment, International Delivery, and Tracking Terms

Effective Date: May 13, 2026

Websites: www.soulalchemyworld.com | www.soulmatch.store

Contact Email: info@soulalchemyworld.com

1. Scope and Application

1.1 Scope. This Shipping Policy applies to physical product orders placed through www.soulalchemyworld.com, the Shop, and related Soul Alchemy World commerce channels. The Company primarily serves customers in the United States, but products may be fulfilled from the United States, mainland China, Hong Kong, Europe, the United Kingdom, or other locations depending on product type, supplier location, inventory placement, customization, limited-edition status, and fulfillment arrangement.

1.2 Relationship to Other Policies. This Shipping Policy should be read together with the Terms of Use, Return and Refund Policy, Privacy Policy, product page notices, checkout disclosures, and any order confirmation communications.

1.3 Digital Products. Digital products, downloadable content, online tools, and immediately accessible content are delivered electronically and are not subject to physical shipping terms unless expressly stated otherwise.

1.4 Multi-Origin Fulfillment Notice. Because the Company works with multiple suppliers, studios, warehouses, brands, and fulfillment partners, the shipping origin may vary by product and order. Products sold to U.S. customers may ship domestically within the United States or internationally from China, Hong Kong, Europe, the United Kingdom, or other locations. International and cross-ocean shipments may involve longer transit times, customs processing, carrier handoffs, tracking gaps, import review, and other risks outside the Company’s direct control.

1.5 Product-Specific Shipping Notices. Where practical, product pages, checkout disclosures, order confirmations, or shipping updates may provide more specific information about shipping origin, estimated processing time, estimated delivery time, special handling, pre-order status, customs risk, or cross-border fulfillment. If a product-specific notice conflicts with this Shipping Policy, the more specific notice controls for that product or order.

2. Definitions

2.1 SAW, Company, we, us, or our. means Soul Alchemy World Limited.

2.2 Soul Alchemy World. means the Company's brand and commercial ecosystem integrating technology, emotional wellness, and lifestyle aesthetics.

2.3 Soul Match. means the Company's mood-first emotional and psychological support system, including AI-supported tools, mood input, routing logic, self-reflection features, digital support tools, and, where applicable, service or product recommendations.

2.4 Shop or Commerce Layer. means the Company's e-commerce layer that displays and sells lifestyle products, wearable wellness products, home ambiance objects, art pieces, giftable objects, digital products, and related goods.

2.5 Services. means the websites, online shop, Soul Match system, digital tools, content, accounts, customer support, ordering functions, checkout, fulfillment support, and related online experiences made available by the Company.

2.6 User, you, or your. means any person who accesses, browses, purchases from, registers for, submits information to, or otherwise uses the Services.

2.7 Order Processing Time. means the time required to confirm payment, prepare the order, coordinate fulfillment, pack the item, and hand the package to a logistics provider.

2.8 Shipping Time. means the estimated transit time after the package has been handed to a carrier or logistics provider.

2.9 Brand-Operated Shipping. means a fulfillment arrangement under which a partner brand, supplier, studio, warehouse, or manufacturer ships the product according to the Company's order instructions while the Company remains the front-facing customer contact.

2.10 Tracking Number. means a shipment reference provided by a carrier or logistics partner that may allow the customer to monitor the package status.

3. Order Processing

3.1 Payment Confirmation. Orders are processed after payment is successfully authorized or confirmed. If payment is declined, incomplete, reversed, flagged, or subject to review, the order may be delayed or cancelled.

3.2 Processing Window. For many in-stock products, orders are typically processed within 1 to 5 business days after payment authorization or confirmation, excluding weekends, U.S. federal holidays, carrier holidays, and fulfillment-location holidays. U.S.-warehouse in-stock items may process faster, while international, supplier-fulfilled, handmade, customized, pre-order, limited-edition, high-value, fragile, battery-containing, scented, liquid, oversized, or Special Handling Products may require additional processing time.

3.3 Processing Is Separate from Shipping. Order Processing Time is separate from Shipping Time. Estimated delivery times begin only after the order has been processed and handed to a carrier or logistics provider.

3.4 Business Days. Business days do not include Saturdays, Sundays, public holidays, carrier holidays, customs closure periods, or local non-working days in the relevant fulfillment or destination region.

3.5 Order Review. The Company may review, hold, cancel, or request additional information for orders that appear incomplete, suspicious, high risk, incorrectly priced, restricted by shipping rules, or affected by inventory or fulfillment issues.

4. Fulfillment Model and Shipping Origin

4.1 Fulfillment Arrangements. The Company may fulfill orders through its own operations, partner brands, supplier warehouses, studios, third-party logistics providers, or Brand-Operated Shipping arrangements.

4.2 Front-Facing Customer Relationship. Regardless of the fulfillment arrangement, customers should contact the Company for order-related questions. Partner brands, suppliers, and fulfillment partners are not authorized to market directly to customers or handle customer relationships unless expressly disclosed by the Company.

4.3 Shipping Origins. The Company primarily serves the U.S. market, but orders may ship from the United States, mainland China, Hong Kong, the European Union, the United Kingdom, or other locations depending on product type, supplier location, inventory placement, brand-operated fulfillment, customization, limited-edition status, and operational needs. A U.S. shipping address does not guarantee that the product will ship from within the United States.

4.4 Split Fulfillment. If an order includes products from different brands, warehouses, product categories, or fulfillment partners, items may ship separately and arrive at different times.

4.5 Product-Specific Handling. Certain products, including fragile art pieces, handmade items, wearable electronics, items with batteries, aromatic goods, liquid products, oversized objects, customized items, or limited editions, may require additional handling or longer processing time.

4.6 Cross-Border and Cross-Ocean Fulfillment. Some products may be shipped across borders or across oceans before final delivery to the customer. Cross-border or cross-ocean shipments may require export processing, international carrier handoffs, customs clearance, import inspection, local carrier transfer, and additional tracking updates. These steps may increase delivery time and may result in tracking gaps, customs delays, address verification requests, additional import charges, or delivery uncertainty.

4.7 No Guaranteed Domestic Origin. Unless a product page or checkout notice expressly states that a product ships from a specific domestic location, the Company does not guarantee that any product will ship from a U.S. warehouse or from any particular country, region, warehouse, studio, supplier, or fulfillment partner.

5. Shipping Destinations

5.1 International Shipping. The Company seeks to ship to many international destinations, subject to carrier availability, customs rules, product restrictions, regional logistics limitations, sanctions, import requirements, and checkout availability.

5.2 Unavailable Destinations. If we cannot ship to your location after an order is placed, we may contact you to arrange an alternative solution, modify the order, cancel the affected item, or issue a refund for the affected item.

5.3 Regional Restrictions. Certain products may be unavailable in certain countries or regions due to import rules, battery regulations, customs restrictions, material restrictions, carrier limitations, brand distribution boundaries, or compliance concerns.

6. Estimated Shipping Times

6.1 Estimates Only. Estimated delivery times are guidelines only and are not guaranteed delivery dates. Actual delivery may be earlier or later depending on carrier performance, customs processing, destination conditions, weather, holidays, peak seasons, product availability, or force majeure events.

6.2 U.S. Domestic Fulfillment. For in-stock products fulfilled from within the United States and shipped to addresses in the contiguous United States, estimated Shipping Time is generally 3 to 7 business days after shipment, unless a product page, checkout notice, or shipping confirmation states otherwise.

6.3 U.S. Expedited Shipping. Where available, expedited, priority, express, two-day, one-day, or similar shipping options may be offered for selected U.S.-fulfilled products and selected U.S. addresses only. Expedited shipping availability depends on product eligibility, inventory location, carrier capacity, order cutoff times, and destination. Payment for expedited shipping does not shorten order processing time unless expressly stated.

6.4 Cross-Border Shipments to the United States. For products shipped to U.S. customers from mainland China, Hong Kong, Europe, the United Kingdom, or other non-U.S. locations, estimated Shipping Time is generally 7 to 20 business days after shipment, unless a product page, checkout notice, or shipping confirmation states otherwise. Cross-border and cross-ocean shipments may take longer due to export processing, international carrier handoffs, customs clearance, import inspection, local carrier transfer, weather, holidays, peak seasons, supply chain disruption, or other circumstances outside the Company’s direct control.

6.5 Special Handling Products. Handmade items, limited editions, pre-orders, customized items, fragile art pieces, oversized objects, wearable electronics, battery-containing products, scented or liquid products, high-value items, and other special-handling products may have longer processing or shipping timelines. Product-specific estimates, if provided, control over general estimates.

6.6 Other Regions. Estimated Shipping Time is generally 10 to 25 business days after shipment, unless a product page or checkout notice states otherwise.

6.7 Extended Timeframes. Remote addresses, islands, military addresses, PO boxes, customs inspections, special product categories, oversized shipments, and restricted items may require additional time.

7. Shipping Fees

7.1 Checkout Calculation. Shipping fees, if applicable, are calculated and displayed at checkout based on destination, product type, order value, weight, size, fulfillment method, or promotional eligibility.

7.2 Promotions. The Company may offer free shipping or reduced shipping promotions for selected products, order values, regions, or campaigns. Promotions are subject to change, limitation, suspension, or termination without prior notice, subject to applicable law.

7.3 Separate Charges. Shipping fees do not include customs duties, import taxes, brokerage charges, remote area surcharges, re-delivery charges, storage fees, or other destination-country charges unless expressly stated at checkout.

7.4 Cross-Border Shipping Fees. Cross-border shipments may involve additional fees or charges imposed by carriers, customs authorities, brokers, local delivery providers, or destination-country authorities. These charges may arise after shipment and may not be known or collected at checkout unless expressly stated.

7.5 Split Shipments. Orders containing products from different suppliers, warehouses, countries, brands, or fulfillment partners may ship separately. Split shipments may have separate tracking numbers, delivery dates, shipping charges, customs processing, and delivery issue reporting windows.

8. Customs, Duties, Taxes, and Import Compliance

8.1 Customer Responsibility. International shipments may be subject to customs duties, import taxes, value-added tax, goods and services tax, clearance fees, brokerage fees, or other charges imposed by the destination country. Unless expressly stated otherwise, these charges are the customer's responsibility.

8.2 Customs Delays. The Company is not responsible for delays caused by customs inspections, customs holds, import verification, documentation requests, local clearance processes, or other border procedures outside the Company's control.

8.3 Refusal to Pay Duties. If a customer refuses to pay required duties, taxes, or customs charges, the shipment may be delayed, returned, abandoned, or destroyed by the carrier or customs authority. Refund eligibility will be determined under the Return and Refund Policy and applicable law.

8.4 Import Restrictions. Customers are responsible for understanding local import restrictions, product-use restrictions, and customs requirements in their destination country. The Company may cancel orders that appear restricted or non-compliant.

8.5 No False Customs Declarations. The Company will not falsify customs declarations, understate product value, mark commercial purchases as gifts, alter product descriptions, split shipments to avoid duties, or provide inaccurate customs documentation at a customer’s request. Customs classification, inspection, duty assessment, tariff application, and clearance decisions are made by customs authorities and are outside the Company’s control.

8.6 Customs Documentation and Customer Cooperation. Customers may be required to provide additional information, respond to customs or carrier requests, verify identity, confirm address details, pay duties or taxes, or cooperate with import clearance procedures. Failure to cooperate may result in delay, return, abandonment, destruction, additional charges, or denial of refund or replacement where permitted by law.

8.7 Tariffs, Regulatory Changes, and Import Restrictions. Tariffs, customs rules, import restrictions, product classifications, documentation requirements, inspection standards, and carrier policies may change without notice. The Company is not responsible for delays, additional charges, seizure, rejection, return, abandonment, or destruction caused by customs decisions, tariff changes, import restrictions, or regulatory requirements outside the Company’s direct control, except where applicable law provides otherwise.

9. Tracking and Delivery

9.1 Tracking Notice. When tracking information is available, the Company will provide a shipping confirmation email or order update containing a Tracking Number or tracking link.

9.2 Tracking Activation. Tracking information may take up to 48 hours or longer to become active after shipment. For cross-border or cross-ocean shipments, tracking may pause, show limited updates, display delayed scans, change tracking numbers, or appear inactive during export processing, international transit, customs clearance, carrier handoffs, or local delivery transfer.

9.3 Delivery Confirmation. A carrier delivery scan, signature confirmation, pickup notice, parcel locker confirmation, or local delivery record may be treated as evidence of delivery.

9.4 Customer Availability. Customers are responsible for monitoring tracking updates, being available for delivery, collecting packages from pickup points, responding to carrier notices, and arranging re-delivery where applicable.

9.5 Carrier Changes. The Company or fulfillment partner may select or change carriers, logistics routes, or shipping methods where reasonably necessary to complete delivery.

9.6 Carrier Handoffs. Cross-border shipments may involve multiple carriers, logistics providers, customs brokers, or local delivery partners. Tracking information, delivery estimates, proof of delivery, and claim procedures may vary depending on the carrier responsible for each stage of transit.

9.7 Local Carrier Transfer. After international transit, packages may be transferred to a local carrier for final delivery. The final delivery carrier may differ from the original carrier shown at shipment, and tracking updates may change after transfer.

10. Address Accuracy

10.1 Customer Responsibility. Customers are responsible for providing accurate, complete, and deliverable shipping information at checkout, including recipient name, address, apartment or unit number, postal code, country, phone number where required, and any delivery instructions.

10.2 Address Changes. Address changes are not guaranteed after an order is placed. If you need to request a correction, contact the Company immediately at the contact email. The Company will attempt to assist where feasible before shipment.

10.3 Incorrect Address. Orders shipped to an incorrect or incomplete address provided by the customer may not be eligible for replacement or refund. Additional shipping, redelivery, return, or handling charges may apply.

10.4 Carrier Restrictions. Some carriers may not deliver to PO boxes, military addresses, remote areas, parcel lockers, hotels, temporary addresses, or freight forwarders. The Company may request an alternative address where necessary.

10.5 Customs or Carrier Address Verification. Carriers, customs authorities, brokers, or local delivery partners may request address verification, phone confirmation, identity confirmation, tax identification where legally required, or additional delivery information. Failure to respond may delay delivery or result in return, abandonment, or additional charges.

11. Delays, Lost Packages, and Damaged Packages

11.1 Delivery Delays. Estimated delivery times are not guaranteed. Delays may result from customs, carrier disruptions, weather, holidays, peak seasons, incorrect addresses, recipient unavailability, product-specific handling, supply chain issues, or force majeure events.

11.2 Delayed Shipment Support. If your order has not arrived by the later of the estimated delivery window stated for the product or 30 calendar days after shipment, you may contact the Company at info@soulalchemyworld.com with your order number and tracking information. The Company will assist in investigating the issue with the relevant fulfillment or logistics provider.

11.3 Lost Package Review. A package may be reviewed as potentially lost only after the carrier's reasonable investigation period has passed or after the carrier confirms loss. Resolution may include replacement, store credit, refund, or other remedy at the Company's discretion, subject to applicable law.

11.4 Damaged Package Reporting. If a package arrives damaged, you must contact the Company within 7 calendar days of the Delivery Date, or within any shorter product-specific period stated in the Return and Refund Policy, and provide your order number, photos or videos of the item, outer packaging, inner packaging, shipping label, and any visible damage.

11.5 Preservation of Evidence. You must retain the damaged item and packaging until the Company completes its review. Disposal of packaging or the item before review may limit available remedies.

11.6 Cross-Border Delay Factors. Cross-border and cross-ocean shipments may be delayed by export processing, international transit congestion, customs inspection, tariff review, local carrier transfer, weather, holidays, port delays, aviation or vessel capacity, geopolitical events, customs documentation requests, or destination-country delivery conditions.

11.7 Carrier and Customs Investigation. Lost package, delayed package, damaged package, or non-delivery claims may require investigation by carriers, fulfillment partners, customs authorities, brokers, insurers, or local delivery providers. Resolution may be delayed until the relevant investigation is completed or the carrier confirms loss, damage, return, abandonment, or delivery failure.

11.8 Customer Cooperation. Customers must reasonably cooperate with delivery, customs, carrier, insurance, and Company investigations, including by providing photos, videos, packaging evidence, non-receipt statements, address confirmations, carrier communications, customs notices, identity verification where lawfully required, and police reports where appropriate.

12. Risk, Title, and Delivery Issues

12.1 Risk of Loss. Risk of loss may pass in accordance with applicable law, carrier terms, and checkout terms. Nothing in this Shipping Policy limits non-waivable consumer rights.

12.2 Delivered but Not Received. If tracking shows delivery but you have not received the package, you should check with household members, building management, neighbors, mailroom staff, parcel lockers, local post offices, and the carrier before contacting the Company.

12.3 Theft or Unattended Delivery. The Company is not responsible for theft, unauthorized pickup, or loss after confirmed delivery where the package was delivered to the address provided by the customer, except where applicable law provides otherwise.

12.4 Freight Forwarders. If you ship to a freight forwarder, mail forwarding service, reshipping service, or third-party receiving agent, delivery to that intermediary may be treated as delivery to you. The Company is not responsible for loss, damage, delay, or customs issues occurring after delivery to the intermediary.

12.5 Delivered but Not Lost in Transit. A package marked as delivered by the carrier is not automatically treated as lost in transit. Delivered-but-not-received claims may be reviewed separately from carrier-confirmed lost package claims.

12.6 Cross-Border Risk Events. Customs holds, import inspections, carrier handoff delays, local delivery failures, refusal to pay duties, failure to respond to customs or carrier requests, and destination-country restrictions may affect delivery and refund eligibility. Refund, replacement, or store credit eligibility will be determined under the Return and Refund Policy and applicable law.

13. Final Sale and Shipping Relationship

13.1 Shipping Delays and Returns. Shipping delays, customs clearance times, carrier scanning delays, or carrier-related issues do not automatically create a right to return or refund unless the item is confirmed lost, materially damaged during transit, incorrectly fulfilled, or a statutory right applies.

13.2 Return Policy Controls. Any return, refund, replacement, or store credit request is governed by the Return and Refund Policy and applicable law.

14. Shipping Insurance and Special Handling Claims

14.1 Insurance Availability. Shipping insurance, if available, may be included, optional, limited, or unavailable depending on the product, carrier, destination, fulfillment partner, and shipping method. Insurance coverage does not guarantee automatic refund or replacement.

14.2 Special Handling. Fragile, oversized, high-value, handmade, limited-edition, liquid, scented, battery-containing, personalized, pre-order, or regulated products may require special packaging, extended processing time, special handling, restricted carrier options, signature confirmation, insurance review, or additional shipping charges.

14.3 Claims Documentation. Carrier, customs, insurance, or Company claims may require customer cooperation, photographs, videos, packaging preservation, proof of value, delivery statements, non-receipt declarations, police reports where appropriate, and other documentation. Failure to provide requested documentation may limit available remedies.