Contact information

At Soft Gems Co., we believe that a helpful shopping experience includes clear communication and accessible customer support. Whether you are looking for information about a luggage strap, comparing plastic travel bottles, checking details about a toiletry bag, or asking about an order already placed, we welcome your inquiry.

Our customer service team aims to provide practical assistance and clear information throughout the shopping process.

1. Store and Business Details

Store Name: Soft Gems Co.
Website: https://www.softgemsco.com/
Legal Business Name: MSI ALLIANCE, LLC

Registered Business Contact Address:

MSI ALLIANCE, LLC
6910 LEONARDO STREET
CORAL GABLES, FL 33146
United States

Designated Contact Person: DAVID BARAKA

2. Official Customer Service Email

For general questions, order assistance, product inquiries, or policy-related matters, please contact:

Email: [email protected]

When writing to us about an existing purchase, please include your order number so that we can identify the relevant transaction more efficiently.

3. Product Information and Shopping Questions

Soft Gems Co. offers practical travel accessories intended to help customers organize luggage and personal-care essentials.

Our team can assist with general questions about the products presented in our online store.

Luggage Straps

You may contact us for assistance with:

  • Product descriptions and listed specifications.

  • Dimensions and adjustment information where provided.

  • Buckle and fastening details.

  • Available product variations.

  • Product availability and order quantities.

Plastic Travel Bottles

For travel bottles, our team can help with questions about:

  • Listed capacities and dimensions.

  • Closure and dispensing features.

  • Included caps or components.

  • Product packaging.

  • General product information shown on the relevant listing.

Please check the product description before purchasing, especially if a particular capacity, material, or intended use is important to you.

Travel Toiletry Bags

For toiletry bags, you may contact us about:

  • Product dimensions and compartments.

  • Zipper, handle, and closure details where listed.

  • Available colors or variations.

  • Product availability.

  • General order questions.

We recommend reviewing the product photographs and listed measurements to determine whether a particular bag is suitable for your belongings.

4. Order and Payment Assistance

If you have a question about a purchase, our team can assist with general inquiries concerning:

  • Order confirmation.

  • Order status.

  • Payment authorization or checkout issues.

  • Incorrect order information.

  • Product availability.

  • Cancellation requests before dispatch.

  • Transaction references and payment-related questions.

For your security, do not email complete payment card numbers, card security codes, account passwords, or other highly sensitive credentials.

5. Shipping and Delivery Questions

You may contact us for help with:

  • Shipping fees and free-shipping eligibility.

  • Order processing information.

  • Tracking updates where available.

  • Delivery delays.

  • Missing packages.

  • Incorrect delivery information.

  • Merchandise damaged during transportation.

Our current shipping structure provides free shipping on orders of $10.00 or more and a $5.99 shipping fee on orders below $10.00.

Please review our Shipping Policy for additional details.

6. Returns, Refunds, and Replacements

If you wish to return a product, request a refund, or report damaged or incorrect merchandise, please contact us before sending the item back.

To help us review your request, include:

  • Your full name.

  • Your order number.

  • The product name.

  • A description of the issue.

  • Photographs of the affected merchandise, if relevant.

Our team will review the information and explain the next steps under our Return and Refund Policy and applicable law.

7. Physical Return Address

Please contact customer service before mailing merchandise to us. We will provide the appropriate return instructions and confirm whether the return is authorized.

Return Address:

MSI ALLIANCE, LLC
Attn: DAVID BARAKA
6910 LEONARDO STREET
CORAL GABLES, FL 33146
United States

Packages sent without prior instructions may be delayed or difficult to match with the correct order.

8. Customer Service Response Time

We aim to respond to ordinary customer inquiries within 2–3 business days.

Some requests may require additional review, particularly matters involving shipping-provider investigations, payment records, damaged products, or refund processing.

This response period is an operational target rather than a guarantee that every issue will be resolved within that time.

9. Customer Care and Feedback

We aim to handle customer questions with care, clarity, and respect.

When a customer reports a concern, we will make reasonable efforts to understand the circumstances, review relevant order information, and explain the available next steps.

Photographs and clear descriptions can be particularly useful when reporting a damaged buckle, a cracked travel bottle, a faulty zipper, or another product concern.

Customer feedback also helps us identify opportunities to improve product descriptions, packaging, order handling, and the overall shopping experience.

10. Website Policies

For current product information, prices, shipping details, and store policies, visit:

https://www.softgemsco.com/

Our website policies include:

  • Return and Refund Policy.

  • Privacy Policy.

  • Terms of Service.

  • Shipping Policy.

  • Legal Notice.

We encourage customers to review these documents before placing an order.

11. Business Location and Applicable Law

MSI ALLIANCE, LLC
6910 LEONARDO STREET
CORAL GABLES, FL 33146
United States

Our website policies are intended to operate under applicable federal laws of the United States and the laws of the State of Florida. Consumer rights and remedies that cannot legally be waived remain unaffected.

Thank you for visiting Soft Gems Co. We appreciate your interest in our travel accessories and look forward to assisting you.