Shipping Policy

1. Shipping Policy Overview

This Shipping Policy explains how Solenora works with third-party fulfillment centers, postal operators, and delivery carriers to send orders to eligible destinations.

Shipping availability is confirmed during checkout. A product may be unavailable for delivery to certain destinations because of local laws, carrier restrictions, package size, product type, or customs rules.

If we cannot ship an item to your address, we may contact you for an alternative address or cancel and refund the affected item.

2. Shipping Policy for Order Processing

Under this Shipping Policy, most orders are prepared within 1–3 business days after payment has been confirmed. Business days are Monday through Friday, excluding public holidays.

Orders placed during weekends or holidays normally begin processing on the next business day.

Processing may take longer during product launches, seasonal sales, unusually high order volumes, or inventory checks.

Personalized, made-to-order, or pre-order products may have a longer preparation period. Any special processing period should be displayed on the relevant product page.

3. Shipping Policy Delivery Estimates

The delivery estimates in this Shipping Policy depend on the destination, shipping method, carrier network, and local delivery conditions.

These estimates do not include the order processing period. Delivery may take longer when a package is held for customs inspection or transferred between multiple carriers.

4. Shipping Costs and Free Shipping

This Shipping Policy confirms that available shipping methods and charges are displayed during checkout before payment is completed.

Shipping costs may be calculated using:

• The destination country or region;
• The selected delivery method;
• Package weight and dimensions;
• The number and type of products ordered;
• Current free-shipping offers or promotional discounts.

A free-shipping offer may apply only to selected products, destinations, or minimum order values. The conditions displayed during checkout take priority over earlier promotional messages.

5. Shipping Policy and Order Tracking

Under this Shipping Policy, a shipping confirmation email is normally sent after an order has been dispatched. This message may include a tracking number and a link to the carrier’s tracking service.

Tracking details can take 24–72 hours to become active after the carrier receives the package.

Customers may also check available shipment information through the Solenora Track Order page.

A temporary lack of tracking updates does not always mean that the package is lost. Some carriers do not scan parcels at every transit point.

6. Shipping Address and Order Changes

This Shipping Policy requires customers to provide a complete and accurate delivery address, including the recipient’s name, street information, postal code, city, country, and telephone number where required.

Contact Solenora as soon as possible if an address needs to be corrected. We will try to make the change before dispatch, but an update cannot be guaranteed after processing begins.

Once an order has shipped, we may be unable to redirect or intercept the package.

Additional shipping charges may apply when a parcel must be resent because the original address was incomplete, incorrect, or undeliverable.

7. Split Shipments

Products from the same order may be stored at different fulfillment locations. For this reason, one order may arrive in two or more packages.

Separate shipments may have different tracking numbers and delivery dates.

Customers are not normally charged an additional shipping fee solely because Solenora divides an order into multiple packages.

8. Shipping Policy for Customs and Import Fees

The customs terms in this Shipping Policy apply because international orders may be reviewed by the customs authority in the destination country.

Customs duties, import taxes, brokerage charges, handling fees, or other government charges may apply. Unless expressly stated during checkout, these amounts are not included in the product price or shipping charge.

The recipient is responsible for any applicable import charges and for confirming that the ordered products may be legally imported.

Customers seeking general information about international postal customs may review the Universal Postal Union customs resource.

Customers in the United States may also consult the USPS international customs forms guide.

These external websites are provided for general reference. Solenora does not control third-party or government customs decisions.

9. Shipping Policy for Delivery Delays

This Shipping Policy recognizes that delivery delays may occur after a package has been transferred to the carrier.

Common causes of delay include:

• Customs inspections or documentation reviews;
• Severe weather or natural disasters;
• Carrier network interruptions;
• Public holidays and high-volume shopping periods;
• Transportation or airport disruptions;
• Remote or restricted delivery locations;
• Incorrect or incomplete delivery information;
• Government restrictions or emergency conditions.

Solenora will provide available tracking information and reasonable assistance, but we cannot guarantee a specific delivery date once the package is under carrier control.

10. Lost, Missing, or Stolen Packages

Under this Shipping Policy, customers should allow several additional business days when tracking shows a parcel is still in transit, because carrier delays or missed scans may occur.

When tracking shows “delivered” but the parcel cannot be found, customers should:

1. Confirm that the delivery address is correct;
2. Check entrances, porches, mailrooms, lockers, and safe locations;
3. Ask household members, neighbors, or building staff;
4. Contact the local delivery carrier;
5. Allow up to 48 hours for a delayed delivery scan.

If the package remains missing, contact Solenora with your order number and tracking information. We may ask the carrier to investigate.

Solenora is not responsible for theft after confirmed delivery to the address supplied by the customer. We will still provide reasonable assistance where possible.

11. Shipping Policy for Damaged or Incorrect Orders

This Shipping Policy asks customers to inspect each order shortly after delivery. Contact us promptly if an item arrives damaged, incomplete, or different from the product ordered.

Please provide:

• Your full name and order number;
• A brief description of the problem;
• Clear photographs of the product;
• Photographs of the outer packaging;
• A photograph of the shipping label;
• Any other information requested by customer support.

Keep the product and original packaging until the review is complete. These materials may be required for a carrier claim.

Return, replacement, and refund eligibility is also governed by our Refund and Return Policy.

12. Refused, Unclaimed, or Returned Packages

A package may be returned because of an incorrect address, failed delivery attempts, unpaid customs charges, recipient refusal, or failure to collect the parcel.

When a package is returned, Solenora will review the circumstances and contact the customer regarding available options.

Where permitted by applicable law, original shipping charges, return shipping costs, customs expenses, and other non-refundable charges may be deducted from the refund.

A new shipping charge may be required when the customer requests redelivery.

13. Contact Solenora About This Shipping Policy

Contact our customer support team if you have questions about this Shipping Policy, an order, delivery tracking, customs, or a missing package.

Include your full name, order number, shipping address, and tracking number so our team can review the request efficiently.