Shipping policy

Shipping Terms

At Open, we offer complimentary standard shipping on all eligible orders. We work with trusted third-party delivery partners to ensure safe and timely delivery.

All orders are carefully hand-packed and shipped in discreet, unbranded packaging to protect your privacy. Packages are delivered in a plain box with a shipping label and no visible branding.

Once your order is picked up by our delivery partner, you will receive a notification message. You may track your order using your order number. Please note that tracking updates may occasionally take time to reflect in the system.

Shipping Timelines

We aim to process and dispatch orders as quickly as possible.

Typical timelines are:

  • Order fulfilment: Within 24 hours

  • Delivery timeline: 7–10 business days

Orders to metro cities may arrive sooner, while deliveries to remote locations may take additional time. We continuously monitor shipments and follow up with our delivery partners to minimize delays wherever possible.

Return Policy

Your safety, hygiene, and satisfaction are extremely important to us. Due to the intimate and personal nature of our products, we are unable to accept returns of items that have been opened, used, or partially consumed.

We only accept returns under the following condition:

Manufacturing defects or damaged products:
If your product arrives damaged or defective, we will replace it at no additional cost.

To request assistance:

  • Contact us within 48 hours of receiving the package

  • Email orders@soulsurfer.in with your Order ID

  • Provide clear photos or videos of the issue

Our quality team will review the request and, if approved, initiate the replacement process.

Exchange Policy

If you wish to exchange an unopened and unused product, please contact us within 48 hours of delivery. Once verified, we will assist you with the exchange process.

Cancellation Policy

Orders may be cancelled within 12 hours of placement, provided the order has not yet been shipped.

Once an order has been shipped, cancellations are not possible. However, if you wish to replace your purchase with another available product, you may contact our support team for assistance.

Exchange Timeline & Warranty (Massagers)

Our massagers are covered by a 3-month limited warranty, applicable only in cases of battery failure or manufacturing defects.

After a returned item is received at our fulfilment center, it will be inspected by our quality team. If approved, we will notify you via email.

Please allow up to 15 days from approval for your replacement product to be delivered.

Refund Policy

We currently do not offer refunds under any circumstances. If you experience any issues with your order, please contact our support team at orders@soulsurfer.in, and we will do our best to resolve your concerns.