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Frequently Asked Questions

Shopping questions? Here you can find the answers you want (products, orders, logistics, after-sales service, etc.)

1. How do I check the status of my order?

You can log in to your account and view the real-time status of all orders (such as pending payment, shipped, completed, etc.) on the [My Orders] page. After an order is successfully placed, we will also send order details and logistics updates via email.

2. If I find that the delivery address is wrong after placing an order, can I still modify it?

If the order has not been shipped, you can log in to your account and apply to change the address on the order details page, or contact customer service to provide the correct address; if the order has been shipped, the address change request may not take effect. It is recommended that you pay attention to the logistics information. If the package arrives locally, you can try to contact the delivery person to negotiate a change of delivery address.

3. Do I need to pay customs duties for my order?

Your order may incur import duties, VAT, and other charges. These are levied by the customs authorities of the destination country or region according to local tax laws. We strive to ensure that you do not incur additional import duties or taxes, but sometimes these charges are beyond our control. If you are charged additional taxes or duties, you will be solely responsible for them. For more information on taxes and duties, please visit the official website of your destination's customs authority.

4. What should I do if I need to provide additional information for customs clearance of my order?

If customs requires documentation such as an ID card or purchase receipt, the logistics provider will notify you via SMS or email. You can also contact customer service to obtain relevant supporting documents for your order. Please submit the required documentation promptly to avoid customs clearance delays or package returns due to missing information.

5. How can I track my order?

After completing your purchase, you will receive a shipping confirmation email with your shipping details. You can track your package by entering your tracking number here.

6. Are there any promotions and discount codes?

Enter the code in the coupon code field on the checkout page and click [Apply] to receive the discount. Only one coupon code can be used per order, and some promotions cannot be combined.

We do not offer price adjustments, and promotional codes cannot be prorated or combined. After your first order is completed, you will receive the promotional discount for your second order; the code cannot be applied retroactively to the first order.

1. What payment methods are supported?

We accept multiple payment methods including credit cards (Visa/Mastercard/American Express/Discover/UnionPay/JCB), PayPal, Apple Pay, Google Pay, etc.

2. Will you handle payment information securely?

Yes, we use SSL encryption technology and PCI DSS certification standards to process payment information. All sensitive data (such as card number) will not be stored and is only used to verify this transaction.

1. Which countries and regions can you deliver to?

We currently ship to numerous countries and regions worldwide, including the United States, Canada, Mexico, the United Kingdom, Australia, parts of the European Union, and parts of Asia. You can check your delivery address when selecting it on the checkout page to see if it's within our delivery range. Some remote areas (such as islands, polar regions, and military bases) may not be available for delivery at this time.

2. How long does it take to receive the order after it is shipped?

Delivery times vary depending on the destination and shipping method. Our standard shipping typically takes 6-12 business days, and remote area shipping takes 10-25 business days, depending on your location.

Please note that these delivery times will vary depending on your location, but we strive to get your order to you as quickly as possible. You can track your package by entering your tracking number here.

3. How long does it take from order placement to delivery?

Generally, in-stock items are packaged and shipped within 1-3 business days of ordering. Pre-sale items are shipped within the estimated shipping time indicated on the product details page (e.g., "Ships within 7 days of payment"). You can check the real-time stock status on the order details page. If stock is low, customer service will contact you to resolve the issue.

4. How is the shipping fee calculated?

Free shipping is available for orders over $80 USD. For orders under $80 USD, shipping costs are calculated based on the package's weight, volume, destination, and selected logistics method. The shipping cost will be automatically displayed after you enter your delivery address on the checkout page.

5. Is there any free shipping activity?

Yes, we offer multiple free shipping benefits:

Free worldwide standard shipping on orders over $80;

Join our loyalty program to earn points that can be redeemed for free shipping coupons;

During some promotional events (such as holiday sales), we offer free shipping sitewide. Please refer to the promotional page for details.

6. Can I specify a logistics service provider?

Currently, we default to matching the optimal logistics channel (such as DHL, FedEx, SF Express, Yuntu, and Postal Parcel) based on the order destination and product characteristics. We do not currently support user-defined logistics providers. If you have special logistics requirements (such as expedited or insured delivery), please contact customer service for further details.

7. Is self-pickup supported?

We currently do not support in-store pickup. All orders must be delivered to the address you provide via logistics. If you have special needs, please contact customer service for feasibility and operation procedures.

8. How can I track the logistics status of my package?

After your order is shipped, we'll email you the tracking number and tracking link. You can also log in to your account, find the order in "My Orders," and click "View Logistics" to get real-time shipping information. You can also copy the tracking number and visit the logistics company's official website for tracking information.

9. What should I do if the package shows "Sent" but there is no update for a long time?

Logistics information may not be updated because the package is in transit and the data has not been scanned and uploaded, or it may be delayed due to force majeure factors such as customs inspection, bad weather, etc. If the order has not been updated for more than 15 days, please contact customer service to verify the logistics status and follow up.

10. What should I do if the package I received is damaged or the goods are missing?

Please inspect the package in person when signing for it. If any damage or missing items are found, please ask the courier to provide written proof. Please contact customer service within 24 hours of signing for the package and provide the order number, photos of the damage, and supporting documents. We will arrange for reissue, refund, or other reasonable solutions for you.

11. What is the shipping policy?

You can read our full shipping policy here.

1. What should I do if the product size or material does not match the description?

Natural gemstones naturally vary in color and size. Each gemstone is unique and may differ slightly from the image. We take great pride in ensuring that the product images in our online catalog truly reflect the appearance and quality of the item you receive. If this is not the case, please send a photo of the item you received to our customer support team at hello@buddhaandsoul.com so we can confirm that the correct item has been shipped.

2. My item is broken.

Our products are meticulously handcrafted with meticulous attention to detail and quality. Due to the intricate design of some items, damage is possible, but this is rare. If your item is damaged, please contact us with photos of the item and your receipt to hello@buddhaandsoul.com. We will replace defective items within 30 days of purchase. Damage caused by normal wear and tear is not eligible for replacement. If you purchase a defective item worth $50 or more within the past year and present proof of purchase, you can apply a special promotional code for 50% off the same item.

3. Does the product support return or exchange?

All orders (excluding special offers, custom products, aromatherapy collections, sage sticks, and candles) can be returned or exchanged within 30 days with proof of purchase. We will also cover return shipping costs if the return is due to an error on our part (for example, you received an incorrect or defective item).

4. How to apply for return or exchange?

Items purchased online can only be returned or exchanged through our customer support team at hello@buddhaandsoul.com. Please note that returns must be sent to the address specified in our email.

If your return or exchange request is accepted, we will send you an email explaining the return or exchange details. Items returned without first requesting a return or exchange will not be accepted.

5. What conditions must be met for returns or exchanges?

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached, and in its original packaging. Your receipt or proof of purchase will also be required. For returns or exchanges not related to quality issues, shipping costs are your responsibility.

6. What is the return and exchange policy?

You can read our full Returns and Exchanges Policy here.

1. What should I do if I forget my account password?

Click [Forgot Password] on the login page and enter your registered email address. We will then send a password reset link to your email address.

2. Will personal information be leaked?

We strictly adhere to GDPR and local data protection regulations. Your personal information will only be used to process your order and optimize our services. It will not be disclosed to third parties (unless required by law). You can review or modify your personal information at any time in your Account Settings.

3. How do you protect personal information?

Your privacy is our top priority. We will never share your contact information. You can read our full privacy policy here.

1. Does my item look the same as on the website?

Natural gemstones naturally vary in color and size. Each gemstone is unique and may differ slightly from the image. We strive to be as accurate as possible in our photos and descriptions. Due to natural variations in gemstones and differences in displays across different devices, color may vary slightly.