FAQ
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?
After purchase please allow us 3-5 business days for item to be shipped. Our average time is 2 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.
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)
Domestic shipping is 3-7 business days on average USPS, almost no issues domestic
Domestic express - Express delivery via UPS /FedEX
International Express 3-5 business days 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 due to COVID uncertainty.
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.
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.
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/damages with the item you received please e-mail us within 72 hours 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 items that arrived damaged, 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.
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.