Shipping Policy

Shipping Destinations

We currently ship to eligible delivery addresses within the United States.

Shipping availability is determined by the delivery address entered at checkout. If no shipping rate is displayed for an address, we are currently unable to ship the order to that location.

Order Processing Time

Orders are generally reviewed and submitted to our fulfillment partner within 2 business days after payment has been successfully confirmed. An order is considered processed once it has been reviewed and submitted for fulfillment.

Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or public holidays will begin processing on the next business day.

Orders placed late in the week may continue processing during the following week. For example, an order placed on Thursday may continue processing through Monday, while an order placed on Friday may continue processing through Tuesday, excluding applicable holidays.

Orders requiring additional payment, address, inventory, or security verification may take longer to process. If additional information is required or an unusual delay occurs before fulfillment, we will contact you using the email address associated with the order.

If we determine that an order cannot be submitted for fulfillment or shipped within the stated timeframe, we will notify you with a revised estimate. Where required by applicable law, you may choose to accept the delay or cancel the unshipped order for a full refund.

Shipping Methods

We fulfill orders through a third-party fulfillment partner. The shipping service applied to an order may vary depending on the package weight, package dimensions, delivery destination, product availability, carrier availability, and fulfillment requirements.

Shipping rates are calculated based on the total package weight. The applicable shipping service and shipping fee will be displayed at checkout before you complete your purchase.

Our fulfillment partner may select the appropriate shipping carrier based on the destination and operational requirements. We are unable to guarantee the use of a specific carrier.

Shipping Time

Our current domestic shipping services generally have an estimated transit time of 3–7 business days after order processing. Including order processing and transit time, most orders are estimated to arrive within approximately 5–9 business days, beginning with the first business day after the order is placed.

Business days do not include weekends, U.S. federal holidays, or carrier-observed holidays.

Delivery dates are estimates and are not guaranteed. Actual delivery may be affected by severe weather, peak shipping periods, carrier disruptions, inventory availability, address problems, or other circumstances outside our reasonable control.

Shipping Fees

Shipping fees are calculated primarily based on the total package weight and delivery destination. The applicable shipping fee will be displayed at checkout before you complete your purchase.

Customers will not be charged an additional shipping fee after completing their purchase unless they request an approved address correction, reshipment, or other additional shipping service.

Shipping Confirmation and Tracking

After an order has been submitted to our fulfillment partner, tracking information may take 1–2 business days to become available. The package may begin moving before the first tracking update appears, so a temporary lack of tracking information does not necessarily mean that the shipment has been delayed.

Once tracking information becomes available, we will send a shipping confirmation email to the email address associated with the order.

Please allow up to 48 hours after receiving the shipping confirmation email for the carrier’s tracking page to display its first scan or movement update. Tracking updates may also be temporarily delayed while a package is transferred between carriers or processed at a logistics facility.

Split Shipments

Orders containing multiple items may be shipped in more than one package. Each package may have a separate tracking number, carrier, shipping confirmation, and delivery date.

You will not be charged additional shipping fees solely because an order is divided into multiple shipments.

Receiving only part of an order does not necessarily mean that the remaining items are missing. Please review all tracking numbers included in your shipping confirmation emails.

Address Changes and Incorrect Shipping Information

Please review your shipping address carefully before submitting your order. Customers are responsible for providing complete and accurate shipping information, including the recipient’s name, street address, apartment or unit number, city, state, postal code, country, and contact information.

If you notice an error in your shipping information or need to request an order cancellation, please contact us at support@solokos.com as soon as possible. We will make reasonable efforts to update or cancel the order, but changes and cancellations cannot be guaranteed once the order has been submitted to our fulfillment partner or has been shipped.

Incorrect or incomplete shipping information may result in processing delays, failed delivery, returned packages, package loss, address-correction charges, or additional reshipment fees.

We may be unable to provide free reshipment or reimbursement when a delivery problem is caused solely by incorrect or incomplete shipping information provided by the customer. Any available resolution will be determined based on the circumstances of the order and applicable law.

Lost or Delayed Packages

If your order has not arrived within 5 business days after the latest estimated delivery date, or if the tracking information has shown no movement for an extended period, please contact us at support@solokos.com.

Please include your order number and tracking number when contacting us. We will review the shipment information and, where appropriate, submit an inquiry to the carrier or fulfillment partner.

A package is not automatically considered lost solely because it arrives later than the estimated delivery date. Carrier investigations and claim-processing times may vary.

If the carrier or fulfillment partner confirms that a package was lost in transit, we will provide an appropriate resolution, which may include a replacement or refund, depending on product availability and the circumstances of the shipment.

If tracking shows that a package was delivered but you cannot locate it, please check around the delivery location, with household members, neighbors, building reception, or the local carrier. Some carriers may mark a package as delivered shortly before it is physically received. Please allow up to 24 hours after the delivery scan before reporting the package as missing.

Returned or Undeliverable Packages

A package may be returned to our fulfillment network or an authorized return facility if the shipping address is incorrect or incomplete, the recipient is unavailable, delivery is refused, the carrier cannot access the delivery location, or the package is not collected within the carrier’s required timeframe.

If a package is returned as undeliverable, please contact us at support@solokos.com. After the return status has been confirmed, you may request reshipment, subject to applicable additional shipping charges, or an eligible refund in accordance with our Return and Refund Policy.

Original shipping charges, return-to-sender fees, address-correction fees, and other carrier charges may be non-refundable or deducted from an eligible refund where permitted by applicable law.

Please do not send products to the address shown on the original shipping label unless our customer service team has specifically confirmed that the address is authorized to receive the return.

Contact Us

For questions regarding shipping, delivery, or tracking, please contact us at support@solokos.com.