Please note that we do not accept returns. We encourage you to carefully review product details and ask any questions you may have before making a purchase. Your satisfaction is important to us, and we appreciate your understanding of our return policy. If you have any inquiries or concerns, feel free to contact our customer support team for assistance.

For incorrect or faulty items, please contact us via email within 10 of receiving your order, please include your order number in the subject line and a photo of the item’s condition. We will work together to resolve the situation. Please note that in any case, the item must be in the same condition that you received it, unused, with tags, and in its original packaging.

Please note that we do not accept exchanges. We encourage you to carefully review product details and ask any questions you may have before making a purchase. Your satisfaction is important to us, and we appreciate your understanding of our return policy. If you have any inquiries or concerns, feel free to contact our customer support team for assistance.

Order cancellations and or modifications must be submitted in writing within 1 hour of order placement. After that time has elapsed, you may be eligible for a refund, exchange, or store credit. Please refer to those policies for more details.

Our cancellation and order modification policy does not apply to requests that occur outside of business hours.

Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, TangledSouls will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.

Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until TangledSouls can confirm that the order was sent out with missing items or components.

This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.

Eligible Destinations:

TangledSouls provides shipping services to the contiguous 48 states and Washington D.C.

Order Fulfillment:

Unless otherwise indicated on the product page, for in-stock orders, our fulfillment team is given up to 3 business days to pick, pack, and ship orders.

Shipping Timing:

Shipping options and associated costs are displayed during the order checkout process. Once an order is processed, we immediately dispatch it, and you should receive your products within 2 to 5 business days.Shipping times may vary depending on the destination and carrier.

Order Tracking:

You will receive a tracking number via email as soon as your order ships. This will allow you to follow your package every step of the way. If you haven’t received tracking information within 8 business days of placing your order, please contact us at support@tangledsouls.com

Delivery Issues :

While we do our best to ensure timely delivery, we are not responsible for delays caused by shipping carriers, weather, or other events outside our control.
If your order is marked as delivered but hasn’t arrived, or if your tracking hasn’t updated in over 7 business days, contact us at support@tangledsouls.com so we can assist you.

Shipping Updates:

Fulfillment and shipping updates will be sent to the email address used to place the order as the order is processed.

At TangledSouls, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:

1. Contact Customer Support First:

a. If you encounter any issues with your purchase, we strongly encourage you to contact our customer support team first.

b. Our customer support representatives are dedicated to resolving any concerns or disputes in a timely and efficient manner.

c. We believe that open communication and collaboration can often lead to a satisfactory resolution without the need for a chargeback.

2. Chargeback Fees:

a. In the event that a chargeback is initiated without prior contact with our customer support team or is deemed to be frivolous or fraudulent, we reserve the right to charge a chargeback fee to cover administrative and processing costs.

b. The chargeback fee amount will be communicated to you before it is charged, and it will be deducted from any refund amount, if applicable.

3. Chargeback Validity:

a. A chargeback is an option provided by your financial institution to dispute a transaction and request a refund.

b. It is important to note that initiating a chargeback without prior contact with our customer support may lead to delays in resolving your issue and can negatively impact our ability to provide quality service.

4. Chargeback Investigation:

a. Upon receiving a chargeback notification, we will be notified by our payment processor or financial institution.

b. We will conduct a thorough investigation into the transaction, including reviewing order details, communication history, and any supporting documentation provided by both parties.

c. As we are beholden to timelines provided by issuing banks, the investigation process may take up to several weeks. We appreciate your patience during this time.

5. Resolution and Refunds:

a. If the chargeback is deemed valid and supported by sufficient evidence, we will comply with the decision made by the financial institution.

b. If the chargeback is resolved in our favor, any refund issued by us will be reversed, and the original transaction will be reinstated.