FAQ
FAQ
1. I’ve received a damaged/Missing/Broken item. What should I do?
We’re sorry to hear your item arrived damaged! Please take a picture of the original shipping packaging and the damaged item. Email our Client Care team at *support@solarislabny.com* within 7 days of receiving your order, and we’ll be happy to assist.
2. I’ve received an incorrect item. How can I get this corrected?
Our apologies for the mix-up! Please reach out to Client Care at *support@solarislabny.com* with your order number and details about the incorrect item, and we’ll resolve this for you.
3. Can I cancel or change my order?
Once an order is placed, it’s immediately sent to our warehouse, and we’re unable to modify or cancel it. This includes changes to shipping speed, address, order contents, or payment method. If you have questions, contact our Client Care team at *support@solarislabny.com*.
4. My package is marked as delivered, but I can’t find it. What should I do?
If tracking shows your package as delivered but it’s missing, here are some steps to try:
- Wait 48 hours, as packages can sometimes be marked as delivered prematurely.
- Check for a delivery attempt notice.
- Ask neighbors, family members, or your building's front desk if they may have received it on your behalf.
- Look around the delivery area for secure placement.
If the package is still missing, contact the carrier directly for further details. If unresolved, please reach out to us at *support@solarislabny.com* within 7 days of the delivery date so we can help track it down.
5. My order didn’t arrive on the expected delivery date. Can I get a refund?
We understand that timely delivery is important, and while we work with reliable carriers like UPS and FedEx, please note that all delivery dates are estimates provided by the carrier. While these estimates are generally accurate, occasional delays can occur due to factors beyond our control, such as weather or high demand.
If you’re traveling or need the item to arrive by a specific date, we recommend placing your order well in advance to allow extra time for unforeseen delays. Unfortunately, we cannot provide refunds if the order arrives later than the estimated delivery date.
6. Why hasn’t my international order arrived?
For international orders, delays may be due to customs duties, taxes, or additional fees required by your local government. Contact your carrier with the tracking number to inquire about any fees or delivery arrangements. Ensure we have your email and phone number on file for any updates needed to assist with smooth delivery.
7. How can I return or exchange my product?
To initiate a return or exchange, please note the following:
- Return Eligibility: Returns and exchanges are accepted within 30 days from the delivery date. For your request to be eligible, the product must be returned to us, even if it has been used. Please note that shipping and handling fees are not refundable.
- Return Steps: Provide your order number and a description of the product you wish to return or exchange, and email it to *support@solarislabny.com*. Once we receive and confirm the product meets our return policy, we will initiate the refund or exchange protocol of shipping the item back to us. Please note we do not offer prepaid return labels.
Refunds are typically redeposited to your original payment method (e.g., Visa to Visa, bank to bank) within 5-10 business days, depending on your bank’s processing time.
Safety
At Solaris, we are dedicated to being transparent about the potential risks associated with the use of high-tech electrical devices such as LED light and other electrical devices used on the body in the comfort of your own home. We understand that it's important for our customers to be informed and to know what they can expect when using these devices.
Our high-tech devices are composed of various components that can cause skin reactions, or other adverse effects if not used properly. That's why, we make sure to provide clear instructions and guidelines for the proper use of these devices to ensure their safety and effectiveness. We believe in sharing what we know about the subject so you can make informed decisions and use these devices with confidence.
We understand the importance of safety, and we are committed to providing accurate and up-to-date information so that our customers can make the most out of their high-tech device in their routine, and use them safely and effectively.
For LED light and its safety please read the comprehensive safety guide here which is also accompanied in your instructions in your package and on the box it comes in.
How fast are items shipped?
When selecting urgent "Next Day Air" or any shipping option, it is important to understand what this service entails. This shipping method refers specifically to the transportation time—the period after the carrier, such as UPS, has picked up the package from our facility. "Next Day Air" guarantees that once picked up, the package will be delivered by the next business day.
However, this timeframe does not include the initial order processing period at our warehouse. The processing time includes picking, packing, and preparing your order for shipment. Depending on our current order volume and operational pacing, this preparation phase can take anywhere from 1 to 3 business days.
Please consider this processing time when placing your order to ensure you have accurate expectations for the total time required from order placement to delivery.
After purchase please allow us 1-5 business days for item to be shipped. Our average time is 1 days but due to unforeseen delays please allow more time. If you have not received an email with tracking within that timeframe check your spam/junk folder and if there is no email, please contact us to inquire on the status of your order.
International delivery fees
Please note that Vat, Import Duty, Custom Fees, and Broker Fees are not included in the total or final charge. If any other charges occur during the express carrier's delivery or your country's customs clearance process, the customer is responsible for those fees. To ensure transparency and avoid any surprises, kindly contact us at support@solarislabny.com to inquire about the shipper we will use for your country. This way, you can inquire with them upfront regarding any potential fees before making your purchase. Your satisfaction is our priority, and we're here to assist you every step of the way.
If an item is held by customs or the shipper for a period of more than 5 business days it is at risk to be returned to sender. Solaris is not responsible for any fees or resending the item.
All times above are estimates from our express partners and due to unforeseen delays may be longer.
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
We are committed to ensuring your complete satisfaction with our products. If you have any concerns about your purchase, please don't hesitate to contact us at support@solarislabny.com. We are here to assist you.
For Damaged Items:
We stand fully behind our products and aim for your complete satisfaction. If you receive a damaged item, please report it within 72 hours of delivery. You can request a replacement or an exchange by sending a photograph of the damage to our support team. Please note that in some cases, a photo may not be necessary.
Under our 1-year warranty policy, we are committed to ensuring your satisfaction with our products. If you encounter any defects within one year from the date of purchase, we are here to help by providing a product exchange or sending a replacement.
Eligibility for Warranty Service:
- Warranty Coverage: The warranty strictly covers defects in materials or workmanship under normal use. It does not cover damages resulting from misuse, accidents, unauthorized repairs, or other causes not arising from defects in material or workmanship.
- Proof of Purchase: Please provide a valid proof of purchase when requesting warranty service.
Limitations of Service:
- Geographical Restriction: We only ship replacement products to addresses within the United States. Unfortunately, we are unable to offer international shipping for replacements or exchanges under our warranty service.
- Initiating a Warranty Claim: To initiate a claim, contact our customer service team with a detailed description of the issue and photographic evidence of the defect, if applicable.
We aim to resolve warranty claims swiftly and ensure that you continue to enjoy our products without inconvenience
For Other Returns:
If you wish to return a product for reasons other than damage, we kindly ask that the item be in lightly used condition, and returned within 30 days of purchase and within 7 days of initiating a refund or exchange request.
Shipping and Delivery:
- Returns: Please be aware that once an item ships, we cannot reverse or refund the funds until the item is delivered back to us. We value your patience and are dedicated to resolving any issues concerning your package or refund promptly.
- Shipping Costs: Solaris Laboratories does not cover shipping costs for returns unless the item is damaged or defective. Shipping costs are non-refundable as they are paid directly to our third-party carrier for completed services.
- International Deliveries: Allow 1-4 weeks for delivery due to varying processing times by different country's customs.
- Import Fees and Brokerage Fees: Returns due to import fees and brokerage fees are not accepted.
Replacements/Exchanges
Items may be exchanged within a 30-day period from the date of purchase, provided they are in their original, unused condition. A one-year warranty accompanies each item, which becomes effective upon validated proof of purchase. The warranty covers defects and damages that occur naturally and are not self-inflicted. Self-caused damages generally do not qualify for warranty coverage. In the event that an item is confirmed to be covered under our warranty, a replacement may be issued. Please be advised that replacement items will only be shipped to domestic addresses within the United States.