FREE DOMESTIC SHIPPING on orders $40 and over-- INTERNATIONAL FREE *EXPRESS* SHIPPING on orders over $150

FAQ

UPDATED: Corona Virus FAQ

Are you still shipping? 

Yes we are shipping to most countries without any issues or delays

How fast are items shipped?

We work fast! After purchase please allow us 1-2 business days for item to be shipped! 

Are there delays? 

The post situation changes daily, if your item is not going out express (you did not pay extra for expedited) but via regular post allow extra time.  USPS is stating 7-21 business days but even that is rule of thumb. Please understand a lot of employees are calling out so scanning is delayed at major HUB locations, as is customs clearance (if international)

**As April 19th Update**

Domestic shipping is 3-7 business days on average USPS, almost no issues domestic - some minor delays in Florida. 

Domestic express - Express guaranteed delivery via UPS /FedEX 

International Express 3-5 business days guaranteed via DHL/UPS or FedEX 

International Local post - Currently we are only shipping express on all international shipments - no low cost shipping options available for guaranteed deliver.

Vat - Import Duty - Not included in amount - Customer is responsible if any other charges occur by their country

 

What are the Safety and Security of my items? 

Our warehouse follows CDC protocol by keeping 6 foot distance between employees, all our employees also use face masks and gloves as mandatory in our warehouse.

What happens if my item is not moving on the label and is stuck at one location on the map? 

All delivery with exception of Expedited Express has the possibility of being subject to a delay. It could be a couple days or longer which is not within our control! We can however do internal traces and inquiries and after a package is delayed and we are notified, we will work on our back end to track and ensure that it is delivered to you! Because this is a world wide phenomenon please allow us time to get in touch with external agencies to do trace which takes several days to execute. 

Are your crystal products identical?

Because of the nature of crystals combined with the fact they are handmade/polished, you may find a slight variance in color, shape, marbling pattern, opacity and weight. These variances are usually not noticeable with a naked eye.

Will Gua Sha leave marks?

 Our Gua Sha facial tool is designed to be used with a light hand massage technique on the face that does not leave any marks on the skin if used properly. 

Will Cupping leave marks?

Our cupping sets are designed to be used in a massage method, though you can leave them static (in one place) moving the cups prevents mark formation on the skin. 

Do you offer Wholesale?

Due to the high number of inquiries we receive for wholesale please email us the items you're interested in and the quantity you're interested in and your email/contact to support@solarislabny.com 

Shipping

We ship domestic and international. We ship 2-4 business days and ship USPS unless specific requests or arrangements are made. For international orders please allow 1-4 weeks for delivery as every country has different times for customs. 

Returns

If there are any concerns with the item you received please immediately e-mail us at support@solarislabny.com to resolve your issue. 

Please allow item to arrive before we can process a refund inquiry, we cannot process a refund until item has arrived to its destination. It cannot be done while item is in transit, even if it is delayed.

For damaged items, we fully stand behind our product and our goal is to leave you happy so kindly report your damaged item within 72 hours of delivery to be replaced/exchanged with a photograph of damaged item (some exceptions can be applied where photo is not necessary). 

For all other returns aside from damages, we require your product to be returned within 30 days of purchase and to be returned within 7 days of refund/exchange request. 

If package has not arrived, you must report within 15 days of purchase to investigate/refund/ re send product.  Any dispute decisions past 15 days are at the sole discretion of Solaris Laboratories. 

Solaris Laboratories is not responsible for shipping costs on returns unless the item is damaged/defective. 

We are unable to to refund shipping cost as these are fees that have been paid to our third party carrier for a service that has been completed. 

For International items, please allow 1-4 weeks for delivery, as different countries customs have different processing times. 

For retailer/stock list returns we will offer a return/exchange as long as proof of purchase is provided (exceptions can be made on case by case situation). 

 

 

Copyright © 2017 Solaris Laboratories NY LLC- All Rights Reserved. DISCLAIMER: This website is for information only and is not intended for use as a substitute for medical advice, diagnosis or treatment of any medical condition. Any question about your health should be addressed with your health care provider.