Shipping policy

At Soft Gems Co., we know that travel preparation often involves more than choosing a destination. Customers may be organizing suitcases, arranging personal-care products, or looking for practical accessories that help keep essential belongings together. We aim to make the delivery process straightforward, with transparent shipping charges and clear information about order preparation.

This Shipping Policy applies to orders placed through https://www.softgemsco.com/ and is administered by MSI ALLIANCE, LLC.

1. Shipping Charges

We currently offer the following shipping structure:

  • Free shipping on orders of $10.00 or more.

  • A $5.99 shipping fee on orders below $10.00.

The applicable shipping fee will be displayed at checkout before payment is submitted.

Unless the checkout page expressly states otherwise, the $10.00 threshold is calculated using the merchandise subtotal after applicable discounts and before shipping charges and taxes. If a discount reduces the eligible merchandise subtotal below $10.00, the $5.99 shipping fee may apply.

We aim to display all applicable shipping charges clearly so that customers can review the order total before completing a purchase.

2. Order Processing

After an order is submitted and payment authorization is completed, it enters our review and preparation process.

Our target processing period is 1–3 business days. Business days generally exclude weekends and U.S. federal holidays.

During processing, the order may be reviewed for payment status, product availability, shipping details, and packaging requirements.

Our preparation process may include:

  • Checking the ordered product and quantity.

  • Reviewing luggage straps and their fastening components.

  • Checking plastic travel bottles and included closures.

  • Preparing toiletry bags and related accessories for packaging.

  • Confirming the shipping address.

  • Arranging dispatch with an appropriate shipping provider.

Orders submitted outside normal business hours, during weekends, or on public holidays may begin processing on the next business day.

Processing time is separate from carrier transit time.

3. Shipment and Delivery Estimates

After an order has been processed and physically handed to a carrier, delivery time depends on the destination, carrier service, transportation route, and other operating conditions.

Delivery estimates may be affected by:

  • Distance and destination.

  • Carrier schedules.

  • Weather conditions.

  • Public holidays.

  • Seasonal shipping volume.

  • Transportation interruptions.

  • Incorrect or incomplete delivery details.

  • Other circumstances outside our reasonable control.

Any delivery timeframe displayed at checkout or communicated through an order message should be treated as an estimate unless expressly identified as a guaranteed service.

We do not promise that every package will arrive on a particular calendar date.

4. Order Confirmation and Tracking

Where the relevant notification service is available, customers may receive an order confirmation after submitting a purchase.

Tracking information may be provided after dispatch if it is available from the shipping provider.

Please understand that tracking updates may not appear immediately after a package is handed to the carrier. The first scan or subsequent tracking events may take time to appear in the carrier's system.

If you have not received an expected order confirmation or tracking update, contact [email protected] and include your order number.

5. Accurate Shipping Information

Customers are responsible for reviewing the shipping address before completing checkout.

Please verify the following details:

  • Recipient's full name.

  • Street number and street name.

  • Apartment, unit, or suite number, if applicable.

  • City and state.

  • ZIP code.

  • Any necessary delivery instructions.

If you discover an error after placing an order, contact us as soon as possible.

We will make reasonable efforts to correct an address before dispatch, but changes cannot be guaranteed after an order enters fulfillment or is transferred to a carrier.

If a carrier imposes an additional charge because of an incorrect or incomplete address, we will review the circumstances and handle the matter in accordance with applicable law.

6. Packaging and Product Handling

Different products require attention to different details during preparation.

Luggage straps: Buckles, adjustment sliders, elastic sections, and stitching should be protected from unnecessary pressure or damage during packaging and transit.

Plastic travel bottles: Bottles and their caps or dispensing components should be handled carefully to reduce the risk of cracking, deformation, or missing parts. Customers should inspect bottles before use and should not assume a bottle is leakproof unless that feature is expressly stated in its product description.

Travel toiletry bags: Zippers, seams, handles, lining, and compartments should be protected from avoidable damage during handling and transportation.

Packaging may vary depending on the dimensions, quantity, and configuration of the merchandise.

7. Damaged Packages or Merchandise

Please inspect your package after delivery.

If a luggage strap arrives with a broken buckle, a plastic bottle is cracked, or a toiletry bag has a damaged zipper or torn seam, contact us as soon as reasonably possible.

Please provide:

  • Your order number.

  • A short description of the issue.

  • Photographs of the affected merchandise.

  • Photographs of the outer packaging, if relevant.

  • A photograph of the shipping label, if available.

Please keep the affected product and its packaging until we have reviewed the report and provided instructions.

Depending on the circumstances and applicable law, we may arrange a replacement, refund, or another appropriate remedy.

8. Delayed, Missing, or Unlocated Packages

If a package has not arrived within the estimated delivery period, first review the available tracking information.

If the carrier marks a package as delivered but you cannot locate it, consider checking your mailbox, parcel locker, building mailroom, reception area, usual delivery location, and other places where a carrier may have left the package. You may also wish to ask other household members or authorized recipients.

If the package remains missing, email [email protected] with your order number and tracking details, if available.

We will review the available shipment information and explain the appropriate next steps. Where appropriate, we may contact the shipping provider or request further information to investigate the delivery.

9. Split Shipments and Product Availability

Depending on inventory, packaging requirements, and fulfillment arrangements, products from one order may occasionally be shipped separately.

Where separate tracking details are available, they may be provided for each shipment.

If a product becomes unavailable after an order is placed, we may contact you to explain the situation and discuss available options.

We will not substitute materially different merchandise without your agreement where such agreement is required. If we cannot fulfill an order, an appropriate refund will be arranged for unshipped merchandise in accordance with applicable law.

10. Shipping Delays and Federal Requirements

We make reasonable efforts to ship orders within the timeframe stated at checkout or in our order communications.

Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, sellers generally need a reasonable basis for their shipment representations. If a seller cannot ship within the promised timeframe, the rule may require a delay notice, customer consent to the revised shipping arrangement, or a refund for unshipped merchandise. <Cite refs={["turn253333search0","turn253333search1"]}/>

Where affirmative consent is required, a customer's silence will not be treated as consent.

11. Changes and Cancellations Before Dispatch

If you need to update or cancel an order, contact us immediately.

We may be able to make changes while an order is still being prepared. Once a package has been dispatched or transferred to a carrier, cancellation or address changes may no longer be possible.

If an order cannot be stopped before dispatch, you may be able to request a return under our Return and Refund Policy, subject to its terms and applicable law.

12. Shipping Destinations

Available shipping destinations and delivery methods depend on carrier coverage, fulfillment arrangements, product availability, and applicable restrictions.

The destinations and shipping options actually offered during checkout determine whether an order can be placed for a particular address.

We may decline an order that cannot reasonably or lawfully be shipped to the address provided, subject to applicable legal obligations.

13. Shipping Assistance

For questions about shipping fees, order processing, tracking, damaged packages, or delivery delays, contact:

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

Email: [email protected]
Website: https://www.softgemsco.com/

We aim to respond to ordinary shipping inquiries within 2–3 business days. Some carrier investigations may require additional time.

14. Governing Law

This Shipping Policy is intended to operate in accordance with applicable federal law and the laws of the State of Florida.

Nothing in this policy limits a consumer right or remedy that cannot legally be excluded, including applicable requirements concerning shipment delays, refunds, or merchandise that does not conform to the purchase agreement.