Frequently Asked Questions

Custom Readings & Personalization

Q: Do you offer custom crystal recommendations based on my energy?
A: Absolutely! We offer free Five Elements (Wu Xing) energy readings. Simply message us on WhatsApp with your birth date, and our consultants will help you find the perfect crystal piece that aligns with your personal intentions (e.g., wealth, love, or peace). We also offer free handwritten notes and upgraded eco-friendly gift wrapping (+$4.99) at checkout. Rest assured, gift recipients never see pricing details.

Checkout & Payment

Q: Which payment options are available?
A: You can pay securely using Visa, Mastercard, American Express, Apple Pay, Google Pay, or PayPal. Every transaction is protected with SSL encryption for your safety.

Q: Will I encounter any unexpected charges at checkout?
A: Not at all. The price you see already includes all applicable U.S. state taxes (calculated automatically). There are no hidden fees.

Shipping & Delivery

Q: How long will my order take to arrive?
A:

  • U.S. & International orders: Standard shipping usually takes 7-14 business days via premium international carriers (subject to customs processing). 

  • Tracking: Once your order ships, we'll email you a tracking number so you can follow its journey every step of the way.

Q: Are import duties and taxes included in the price?
A:

  • U.S. orders: Yes, all duties are pre-paid by Soulterrain. No additional fees upon delivery.

  • International orders: Local customs may charge import fees (payable upon delivery).

Order Changes & Cancellations

Q: Is it possible to update my shipping address or items after placing an order?
A: We process orders quickly to ensure fast delivery. If you need to make changes, please reach out to our support team within 24 hours—as long as your order hasn't shipped yet. Please note that once a fragile crystal item has been dispatched, we cannot guarantee address changes.

Q: What’s the process for canceling an order?
A: In accordance with FTC regulations:

  • Before shipment: You may cancel directly through your account or contact us for a full refund.

  • After shipment: Please refer to our Return Policy for instructions.

Returns & Refunds

Q: What’s your return policy?
A: Following U.S. consumer protection laws:

  • Unused items in original packaging can be returned within 30 days for a full refund (excluding shipping costs). Just provide your order number!

Q: What should I do if my order arrives damaged or incorrect?
A: Send us photos of the issue, and we’ll either reship your items or issue a refund immediately—as guaranteed by consumer protection laws. (Crystals are packed with extra care, but we've got you covered!)

Privacy & Security

Q: How do you protect my personal information?
A: Your data security is our priority. We strictly follow CCPA & COPPA guidelines and never share your details with third parties.

Lost or Stolen Packages

Q: What happens if my package goes missing?
A: As per FTC recommendations:

  • If tracking says "delivered" but you haven't received it, check with neighbors or your local carrier first.

  • If confirmed lost, we'll reship or refund—just provide the carrier's investigation report.