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Damage Policy
If Route Package Protection was not selected at checkout, coverage is considered waived, and Om of the Soul is released from any responsibility for damaged, lost, or stolen packages.
Shipping & Package Protection Policy FAQ
Q: My order arrived damaged. What should I do?
Damaged Items:
- If your order arrives damaged—whether fractured, shattered, bent, crushed, broken, or otherwise impaired—and you purchased Route Package Protection, your order is covered under that policy.
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To resolve the issue:
- Take clear photos and/or videos of the damaged item(s), the inside and outside of the box (all sides), and any shipping materials.
- File a claim within 15 days of delivery (as required by Route Package Protection). Refunds (full or partial) may be issued once your claim is investigated.
- Note: You do not need to return the damaged item unless instructed. Please dispose of any hazardous materials (such as shattered glass) according to local guidelines.
Q: What shipping insurance does USPS provide?
- Every package shipped through USPS includes insurance for lost, damaged, or missing items, up to $100 USD (at the carrier’s discretion).
- If you encounter an issue with an order under $100 USD, you can file a claim directly with USPS for full or partial compensation.
- Please note: Filing claims with shipping carriers may require patience due to high call volumes and extended processing times. (Be sure to check USPS guidelines for specific claim timeframes.)
Q: What is Route Package Protection, and how does it work?
- Route Package Protection is an optional add-on available during checkout that covers your order for damage, loss, and theft.
- If you purchase this protection, it will safeguard your shipment from transit-related incidents provided that all tracking information is accurately updated.
- Important: If you choose not to add Route Package Protection at checkout, you, as the purchaser, assume full liability for any loss, damage, or delay in delivery.
Q: How do I file a claim if there's an issue with my order?
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For Route Package Protection:
- Please refer to our Claims Information page for detailed instructions.
- If you need further assistance, message us via Instagram at @omofthesoul, start a chat by clicking the speech bubble in the bottom-left corner of our website, or email us at omofthesoul@gmail.com with your name and order number.
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For USPS Claims:
- If you opted out of Route Package Protection but wish to pursue compensation (up to $100 USD) through USPS (for orders covered by Ground Advantage or Priority Mail), you will need to file a claim directly with USPS.
Q: What if the tracking status shows “Damaged” or “Undeliverable”?
- Occasionally, tracking updates may indicate that your item is “damaged and undeliverable.” In these cases, the shipping carrier will return the package to us.
- If you purchased Route Package Protection, please file a claim to resolve the issue.
- If you did not purchase Route Package Protection, please note that you have assumed all liability for any damage.
Q: How are my items packed?
- We take great pride in our small team of skilled packing experts who carefully pack every item to ensure it arrives safely.
- By choosing to add Route Package Protection at checkout, you secure an additional layer of coverage for your order.
- If you opt out of package protection, please be aware that you assume full responsibility for any issues that may arise during transit.
If you have any further questions or need additional assistance, please do not hesitate to contact us via Instagram, chat, or email. We're here to help!