Soum WILD’s Shipping Policy
Why is it taking so long to arrive?
Trust us. We know you wanted your order, like, yesterday. If we could instantaneously hyper-beam your order to you, we would.
Shipping time of every product can be found by pressing the ‘shipping time’ button at the checkout page. Shipping time for all products are not the same. Each product’s shipping time may be different.
Working days = Monday to Friday. Saturday and Sunday is not included.
Whenever we talk about shipping time, we always mean it in working days even if we don’t explicitely mention it.
Total shipping time = processing time + delivery time.
Processing time is the time we need to process your order, pack it, and start fulfilment. Processing time is not included in shipping time. It usually takes 72 hours.
There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company. Holidays depend on the country of the fulfilment centre, shipping company, and the destination country.
Maximum shipping time is 40 days. If a product has taken more than 40 days then just ask us in live chat or email and we will refund your purchase amount with absolutely no questions asked.
How to track my order?
We provide pin point tracking for every order except for free shipping option. Tracking code will be emailed to you after 5 days of placing the order. If we missed it, please contact us. If you chose free shipping then you won’t receive tracking number, you have to ask us in the live chat or email and we will let you know of your order status. Each individual product may be shipped from different fulfilment centres across the globe as our product research team spends the time to source for quality yet affordable products. If you have ordered multiple items, then you may receive them in different packages at different times. We do this to make the shipping faster by choosing the right fulfilment centre, for that specific item, which is closest to your destination. In this case, we will give you multiple tracking codes for pin point tracking of each item. Some products might not be tracked due to the error in shipping or by customs. We expect you to cooperate in this case and wait for the item to arrive. If the time has surpassed our maximum shipping time, which is 40 days, then ask us and we will fully refund you.
When you receive your tracking code from us, paste it in the portal
CAN I CANCEL MY ORDER?
You are able to cancel your order with no penalty! You must cancel your order within 24 hours of creating it for the cancellation to be applied. All you need to do is send us a message in the live chat or in the email with the subject line “CANCEL”. However, we take no guarantees that we can cancel your order if it is already processed and sent out for shipping even if you message us within 24 hours, but we will try our best.
MY ITEM ARRIVED DAMAGED
We do ship every item with extra padding.
Despite this, our customers report that 1 in 1000 products arrive damaged due to the mail service mistreatment. That’s 0.01% chance, don’t worry!
If this happens to you, please refer to our refund policy
I’ve put a wrong shipping address and/or picked a wrong variant! Can I change it?
If this happens to you, send us a message in the live chat and email us as soon as possible. We MIGHT be able to take care of it. However, we can’t promise anything as all our items usually start getting processed immediately after you place order and in that case we won’t be able to stop it. Contact us anyway, we still care, and we’ll try to make it right for you. We know how frustrating it can be to pay for something you can’t use.
I’ve placed an order with multiple items, can I combine them into one package?
Since we have multiple different warehouses, we don’t have all our products in one place. So when you order multiple items at a time, each item will be shipped separately. So you might receive all the items separately. Don’t panic if you don’t receive all of your items at once… rest assured, they will get to you soon.
Contact us and we will tell you the status of the remaining items.
WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?
All of our orders are sent with insured shipping and handling except for free shipping option. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with usually quicker shipping and full tracking, if possible. However, if they are not delivered at your local postal office box then it is likely that the delivery service couldn’t track you. In this case, we apologise again, but you have to collect it from your mail box or nearest postal office. Sorry!
WILL I BE CHARGED FOR CUSTOMS AND TAXES?
The prices displayed on our site are tax free, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination country, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. However, these cases happen rarely. I say it again, very very rarely like a 0.01% chance.