Friendly support when you need it
Contact Us
Contact Us at Solenora for help with products, orders, payments, shipping, tracking, returns, refunds, privacy, or website access.
Email Solenora Support
Reach out when you need assistance before or after placing an order. The Solenora support team reviews customer messages and provides available information based on the details supplied.
For faster assistance, include your full name, order number, tracking number, product name, and a clear description of your question. Photographs may be needed for damaged, defective, incomplete, or incorrect items.
Before contacting support, you may find an immediate answer in our Solenora FAQs or policy pages.
Email support
Send order and store questions to [email protected].
1–3 business days
Most messages receive an initial response within 1–3 business days.
Order details help
Providing complete order information helps our team review your request efficiently.
1. Contact Us Through Solenora Support
The main way to reach Solenora is by email. This allows you to describe the issue clearly and attach photographs or supporting information when necessary.
Email support
[email protected]
Website
solenora.shop
Order tracking
Track your order
Frequently asked questions
Read Solenora FAQs
Use the same email address entered during checkout whenever possible.
This helps us locate the correct order more quickly.
2. Contact Us About Orders and Payments
Contact Solenora promptly if you notice an incorrect product, quantity, delivery address, email address, or other order detail.
We will try to review change or cancellation requests before fulfillment begins. However, an update cannot be guaranteed after an order has entered processing or has been shipped.
For order or payment questions, provide:
- Your full name;
- Your order number;
- The email address used during checkout;
- The product name and selected variation;
- A short explanation of the request;
- Relevant payment confirmation without exposing complete card details.
Never send a complete credit card number, security code, account password, or other highly sensitive authentication information by email.
3. Contact Us About Shipping and Tracking
You may contact our support team if tracking does not activate, stops updating for an extended period, or shows delivery when the package cannot be located.
Tracking may take 24–72 hours to become active after the carrier receives a parcel. Temporary gaps can also occur during customs reviews, weekends, public holidays, carrier transfers, severe weather, or local delivery backlogs.
Before reporting a delivered-but-missing parcel, check entrances, mailrooms, lockers, safe locations, household members, neighbors, and the local carrier.
Review estimated processing and delivery information in our Shipping Policy.
4. Contact Us About Returns and Refunds
Contact Solenora before sending a product back. Returns require review and instructions so the parcel can be matched to the correct order.
For damaged, defective, incomplete, or incorrect products, include clear photographs of:
- The product and affected area;
- The outer shipping package;
- The internal packaging;
- The shipping label;
- All products and accessories received.
Keep the product and packaging until the review is complete. More details appear in the Return and Refund Policy.
5. Product Questions Before Ordering
You are welcome to reach out before checkout if you need clarification about dimensions, materials, included components, product use, available variations, or compatibility.
Include the product name or page address and explain the information you need. This helps the support team identify the correct listing.
Product descriptions are intended to help customers make informed purchasing decisions. Individual suitability can depend on personal needs and circumstances.
Solenora customer support does not replace professional medical, legal,
financial, or technical advice.
6. Contact Us About Privacy and Legal Requests
Contact our support team if you have a question about personal information, account data, marketing communications, website terms, or another privacy-related matter.
We may need to verify your identity before responding to a request for access, correction, deletion, restriction, or another privacy right.
Please review our Privacy Policy and Terms of Service before submitting a formal request.
Do not send identity documents unless Solenora specifically requests them through an appropriate verification process.
7. Customer Support Response Times
Solenora aims to provide an initial response within 1–3 business days. Business days generally exclude weekends and public holidays.
Complex matters may require additional time, especially when we need information from a payment provider, fulfillment center, delivery carrier, customs authority, or another third party.
Sending repeated messages about the same issue may divide the request across multiple support records. Replying within the original email thread helps keep relevant information together.
Urgent address corrections or cancellation requests should be submitted as soon as possible, but changes cannot be guaranteed after processing begins.
8. Helpful Customer Resources
Many common questions can be resolved through these Solenora resources:
- Solenora FAQs for common customer questions;
- Track Order for available shipping updates;
- Shipping Policy for processing and delivery terms;
- Return and Refund Policy for return eligibility;
- Terms of Service for website and purchase rules;
- Privacy Policy for information-handling practices;
- About Solenora for our story and values.
Customers in the United States may review general online-shopping guidance from the Federal Trade Commission.
International customers may review general postal customs information from the Universal Postal Union.
These external resources are provided for general information and do not replace Solenora policies or professional advice.