Shipping policy

SHIPPING POLICY

1. Order Processing
We process orders promptly — usually right after the order is received, and within a maximum of 2 business days. (This processing time is already included in the delivery estimate below.) You'll receive a confirmation email with tracking once your order ships.

2. Shipping Costs
• Standard shipping starts at $4.99 (+ $3 per item).
• Alaska, Hawaii, remote/rural areas, and international destinations may have different shipping rates and delivery times depending on the address — all calculated at checkout.

3. Estimated Delivery Time
• United States: 7–14 business days, including processing time.
• International: typically 10–20 business days, depending on destination and customs.
• Alaska, Hawaii, and remote areas may take longer depending on location.
These are estimates, not guarantees; actual times may vary with carrier volume, customs, weather, and holidays.

4. Order Tracking — please read
• A tracking number is emailed once your order ships. Track your order anytime at https://getsoleus.com/apps/trackorder.
• Tracking can take 1–3 days to become active, and it is normal for tracking to show little or no movement during transit — final-mile carriers often only post scans in the last few days before delivery. An empty or "in transit" page within the delivery window does not mean your package is lost.
• If tracking hasn't updated and the estimated window has fully passed, contact us and we'll investigate.

5. Order Changes & Cancellations
Orders can be changed or cancelled only before fulfillment (before the order has been processed/shipped). Once an order has been fulfilled, cancellation is subject to the current shipping status, and any refund issued (at our discretion) will be provided as store credit only. Please contact us as soon as possible if you need to make a change.

6. Shipping Delays
Occasional delays can occur due to customs, carrier backlogs, weather, or peak seasons. If your order is still within (or near) the estimated window, please allow a little extra time before reaching out — it is almost always on its way.

7. Lost, Stolen, or Undelivered Packages
• If tracking shows "delivered" but you haven't received it, please check with household/neighbors and your local carrier first, then contact us within 14 days.
• For packages confirmed lost in transit by the carrier, we'll arrange a replacement or resolution.
• Soleus is not responsible for packages marked delivered to the provided address, or stolen after delivery.

8. Incorrect or Incomplete Address
Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect or incomplete address provided by the customer. If a package fails to deliver or is returned due to an address error on the customer's part, re-shipping will require an additional shipping fee, and the customer must contact us to arrange it. If your order hasn't shipped yet, contact us immediately to correct the address.

9. International Orders — Customs, Duties & Taxes
International orders may be subject to import duties, taxes, or customs fees charged by the destination country. These are the customer's responsibility and are not included in the order or shipping total. Customs processing may add to the delivery time.

10. Contact
Questions about your shipment? Email support@getsoleus.com with your order number and we'll be glad to help.