Customer Service Policy
We appreciate your feedback!
Our primary goal is to surpass your expectations in every interaction, your concerns are taken very seriously, with the appropriate sense of urgency and attention. If at any time you are not happy with the level of service you experience, please submit a detailed summary of your concern(s) to our customer service team by email at firstname.lastname@example.org or by phone . We will acknowledge all written concerns within 2 business days of receipt, followed by a thorough investigation within 7 business days and resolutions to be implemented to ensure your complete satisfaction.
We aim to ship out orders the same business day or the next business day after the order has been placed. For holidays, Friday afternoons, weekends, and during physical inventory audits, we may take up to 3 business days to ship orders from our warehouse. Once your order has been shipped tracking details will be emailed to you. If your tracking shows that your package has not been delivered and there seems to be an unexplained delay in the delivery of your package, please feel free to contact us and we would be happy to help you.
If you wish to reship an unclaimed, refused, or undeliverable package you are responsible for the new shipping cost. Unclaimed, refused, or undeliverable packages that are returned to us will be processed as a return and the original form of payment will be refunded, less any additional shipping expenses.
We are not responsible for lost, misdelivered, stolen packages, or packages that were sent to the incorrect address that was entered at checkout by the customer. If your tracking shows that your package has been delivered, please check with your neighbors and family members to make sure they did not receive it by mistake. Then feel free to file a claim with the appropriate delivery service.
Domestic Shipping Information
Our shipping options for shipping within the U.S. are as follows. Business days are Monday through Friday only and do not include national holidays.
Free standard shipping with estimated delivery within 6 business days.
- Orders under $100 that ship free will do so under the most economical shipping method, which can include but is not limited to services available through DHL, USPS, or FedEx.
- Paid Ground shipping with estimated delivery within 4 business days.
- Paid 2 Day Express shipping with estimated delivery within 2 business days.
- Paid 1 Day Express shipping with estimated delivery within 1 business day.
Paid shipping costs are calculated at checkout and are based on the weight of your package.
Please contact us directly for international bulk orders by email at email@example.com
Common Questions to answer in your Shipping Policy
Where do you ship?
Within with continental U.S
Do you ship internationally?
Only bulk orders, please contact us directly.
How long does it take for items to arrive?
Typically within 6 days, you can select the appropriate shipping speed at checkout.
How much is shipping?
Rates differ by carrier.
Do you offer free shipping?
Orders over 99 receive free shipping.
Can you combine shipping on more than one item?
Yes, items will be shipped together where possible.
Do you put receipts/invoices in the package?
No, a copy of the order will be emailed to you.
Refunds will be issued on products returned within 30 days of delivery date .Items must be in new condition and must be returned with all original packaging.Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account.
Common Questions to Answer in Return Policy
Do items need to be returned in the original packaging?
All products must be returned in unopened packaging.
Who is responsible for paying the S&H?
Unless goods are damaged, shipping costs are deducted from the refund issued to the customer.
How many days from delivery can items be returned?
Items must be returned 10 days from delivery.
What happens if items arrive damaged?
Damaged items should be reported for investigation and will be reissued once the investigation is complete.
Can I cancel my order?
Orders should be cancelled before shipping. Once shipped, items will be returned at cost to the customer.
We accept all credit cards, debit cards, PayPal and direct deposit. Please note processing time may vary based on payment method.
Should any dispute with payment emerge before shipment, product will be held until disputes are settled.
Sales Tax Policy
State and Local Tax
In accordance with applicable state and local laws, we are required to charge sales tax in localities where Solan LLC has operations. We do not benefit from the collection of sales tax and simply remit all taxes collected directly to the appropriate taxing jurisdiction.
As a general rule, it is the laws of the state of delivery that determine whether sales tax will be due on your transaction.
Taxes that appear in your online order confirmation are estimated. Because orders may be fulfilled from multiple locations across the U.S., the actual taxes charged to your credit card will be calculated based on the applicable state and local sales taxes when your order is shipped.
The terms contained herein are subject to change as new information becomes available about the taxation of online transactions .We will continue to update our taxation policies in accordance with those laws.
States where Solan LLC collects Sales Tax
Orders shipped to AL, AZ, AR, CA, CO, CT, DC, FL, GA, HI, ID, IA, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI, or WV will have all applicable state and local sales tax added to your total order, and to related shipping and handling charges where appropriate.
States that do not collect sales tax may require purchasers to file a sales/use tax return at the end of the year, reporting all of the taxable purchases that were not taxed, and to pay the tax on those purchases. Please follow your local tax guidelines to determine tax obligations.
Protecting your privacy is our priority. We do not collect any personal information about you unless voluntarily provided to us by our customers or when you register on our site, subscribe to a newsletter, fill out a form or enter information on our site. This information may include your name, email address, mailing address, phone number or other details to help you with your experience. The information provided may be used to personalize user’s experience and to allow us to deliver the type of content and product offerings in which you are most interested, sending periodic emails regarding your order or other products and services or administering contests, promotions, surveys or other site features.
Cookies are commonly used to understand and save user’s preferences for future visits,Keep track of advertisements and compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future.
Third Party Disclosure
We may also use trusted third party services that track this information on our behalf. We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third Party Links
Occasionally, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
If you make a purchase through the Site, your name, telephone number and shipping information must be provided to third party shippers such as UPS, FEDEX and the United States Postal Service to deliver your purchase. There also may be instances in which we drop-ship orders directly to you from one of our manufacturers or suppliers. These drop-shippers are only given your name, postal address, and telephone number for the sole purpose of fulfilling your order.
We employ 128-bit encryption technology in all areas of the Site which require you to provide your personal or account information, including those areas related to online ordering, order status, catalog request and contest forms. The Site utilizes industry-standard firewalls and Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive Personal Information, such as your name, address and credit card number. To ensure you have the latest security features on your browser, you may want to download the most recent version of your favorite browser, which should have full SSL support.