Shipping policy

STORE POLICY | TERMS & CONDITIONS


📦 Order Processing & Shipping

  • Please allow 3–5 business days for orders to be processed and shipped.
    (Weekends and holidays are not included).
  • All orders are shipped via USPS (United States Postal Service).
  • We do not offer combined shipping. Each order is fulfilled and shipped individually.
  • Shipping times provided by USPS are estimated and may vary.


🚚 Transit, Delays & Lost Packages

  • Once a package is scanned and accepted by USPS, Soft Grl Bodycare™ is no longer responsible for:
    • Transit delays
    • Misrouted packages
    • Lost or stolen packages
  • Tracking inquiries and delivery issues must be directed to USPS.


📦 Delivered but Missing / Stolen Packages

If tracking shows DELIVERED but you cannot locate the package:

  • Check nearby areas, neighbors, leasing office, building front desk
  • File a stolen/missing package claim directly with USPS

Soft Grl Bodycare™ cannot replace or refund packages marked as delivered.


🧾 Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

We cannot replace or refund orders that are:

  • Shipped to an incorrect address entered at checkout
  • Returned due to incorrect/insufficient address

If you made an error, email us immediately — but once fulfillment begins, changes are not guaranteed.

 If your package is already shipped

Once a package is dropped off and accepted by USPS, we are no longer able to make changes or redirect shipment.

If the carrier returns the package to us due to an incorrect address, you may choose:

  • Reship the order - the costumer must pay a reship fee

(the original shipping cost has been transferred to USPS when the shipping label was created and cannot be refunded)

  • Refund the order - the cost of the items only.

( shipping fees are non-refundable once shipping label is created)

USPS typically does not refund shipping fees. Customers may contact USPS directly if they wish to inquire, but results are not guaranteed.

 

❗ Package or Fulfillment Errors

If we make a mistake, we will correct it.

Please contact us within 3 business days of delivery and include:

  • Order number
  • Name on the order
  • Photos of items received
  • Photo of shipping label and packaging

We will review and resolve promptly.


🫧 Damage in Transit

  • All orders are packed securely before shipping.
  • Soft Grl Bodycare™ is not responsible for damage caused during transit.
  • Please file a damage claim with USPS if this occurs.


🚫 Returns, Refunds & Exchanges

Due to the personal nature of our products:

  • All sales are final
  • We do not accept returns or exchanges

If you have any concerns about your order, please reach out through:

✔ Customer service email (support@softgrlbodycare.com)

✔ Website contact form

✔ Website chat box

We are happy to assist and review your concern.


🔎 Order Support Communication Policy

For order-related questions or issues:

Contact us only through:

✔ Customer service email (support@softgrlbodycare.com)

✔ Website chat box

✔ Website contact form

 

We will not respond to:

✘ Social media DMs

✘ Social media comments

These platforms are for engagement only.


❌ Customer Conduct & Policy Compliance

To protect our business and maintain a positive environment:

Soft Grl Bodycare™ reserves the right to:

  • Refuse service to customers who do not follow our store policies
  • Cancel and refund orders if customers repeatedly contact us via social media regarding orders
  • Restrict or block future purchases from customers who are rude, disrespectful, abusive, or harassing


Refund rules for canceled orders:

  • If not yet shipped → full refund
  • If a shipping label has already been created → product cost only will be refunded

This is because once a shipping label is created, the shipping cost is transferred to USPS. We cannot refund funds that are no longer in our possession.


🔐 Fraudulent or High-Risk Orders

  • Orders flagged as high-risk or fraudulent by our system  will be canceled and refunded immediately.
  • No shipment will be made.

This helps keep our customers and business safe.

To prevent delays or cancellations, please ensure:

  • Your billing name and address match your cardholder information.
  • You are using a valid card that belongs to you
  • You are not using someone else's card or unauthorized payment i formation.
  • Shipping and billing details entered correctly and truthfully.

We take fraud prevention seriously  to ensure a safe and secure shopping experience for everyone.

Soft Grl Bodycare™ reserve the right to deny or cancel any suspicious order at our discretion.

 

Customer Support

We are always here to help. If you have any questions or concerns about your, please contact us at: support@softgrlbodycare.com

Customer satisfaction means everything to us, and we will do our best to assist you every step of the way. 

However, please note: 

Once your order is handed over to USPS, the package is no longer in our possession or control.

Shipping carriers are responsible for the delivery, handling, delays, damages, and lost or stolen packages.

By paying for shipping, the customer enters a shipping service agreement directly with USPS. They are the responsible party once the package leaves our facility.

 

✅ Agreement to Terms

We are very strict about our store policies to ensure fairness and consistency for all customers.

By placing an order with Soft Grl Bodycare™, you acknowledge that:

✔ You have read and agree to all Store Policies & Terms

✔ You accept our communication and conduct expectations

✔ You understand that violating these terms may result in service denial

If you do not agree with our policies, please do not make a purchase.