Shipping policy

Welcome to Solune. By placing an order through our website, you agree to the terms below. This policy is designed to clearly define Shipping timelines, liablility limitations, delivery expectations, and customer responsibilites.

Order Processing

  • Orders are processed within 2 - 7 business days unless otherwise stated on the product page.
  • Processing times may increase during holidays, sales events, supplier delays, customs delays, or periods of high order volume.
  • Orders are not shipped or delivered on weekends or holidays.
  • We reserve the right to cancel or refuse any order at our discretion for fraud prevention, inventory issues, pricing errors, or suspicious activity.

Shipping Time Estimates

  • Estimated delivery windows are:
    • United States: 7 - 21 business days
  • These are estimates only and are not guaranteed delivery dates.
  • Delays may occur due to:
    • Carrier issues
    • Customs processing
    • Weather events
    • Supplier fulfillment delays
    • High shipping volume
    • Incorrect customer information
  • We are not responsible for delays once the package has been transferred to the shipping carrier.

Tracking Information

  • Tracking numbers are provided when available. Please allow several business days for tracking updates to appear after shipment confirmation.
  • Some shipments may use multiple fulfillment partners and tracking visibility may vary by country or carrier.

Incorrect Shipping Information

Customers are fully responsible for entering the correct shipping address at checkout.

If an incorrect or incomplete address is provided:

  • We are not responsible for lost packages, failed deliveries, or additional shipping costs.
  • Orders returned due to incorrect addresses may require additional shipping fees before reshipment.
  • We are not obligated to issue refunds for customer address errors.

Lost, Stolen, or Delayed Packages

Once an order has been handed to the shipping carrier, responsibility transfers to the carrier and customer.

We are not liable for:

  • Lost packages
  • Stolen packages
  • Carrier delays
  • Delivery errors by shipping providers
  • Packages marked as “Delivered”

Customers must contact the carrier directly to file claims regarding lost or stolen shipments.

While we may assist when possible, replacements or refunds are issued solely at our discretion.

Customs, Duties & Import Taxes

International customers are responsible for:

  • Customs fees
  • VAT
  • Import duties
  • Local taxes
  • Clearance fees

We are not responsible for delays caused by customs processing.

Failure to pay customs fees resulting in returned or abandoned packages does not guarantee a refund.

Split Shipments

Orders containing multiple items may arrive separately depending on:

  • Warehouse availability
  • Supplier locations
  • Packaging constraints
  • Shipping optimization

Customers may receive multiple tracking numbers.

Delivery Issues

If tracking shows “Delivered” but you cannot locate your package, customers should:

  1. Check with neighbors or household members
  2. Contact the shipping carrier
  3. Wait 24–48 hours for final delivery scanning

We are not responsible for carrier-marked deliveries that cannot later be located.

Shipping Protection Disclaimer

Unless shipping insurance or protection is explicitly purchased at checkout, orders are shipped without coverage for loss, theft, or damage in transit.

High - Risk Orders & Fraud Prevention

We reserve the right to:

  • Delay shipment for verification
  • Require identity confirmation
  • Cancel suspicious orders
  • Refuse service to fraudulent customers

Orders flagged by our payment processor or fraud detection systems may be automatically canceled.

Chargebacks & Delivery Disputes

By purchasing from our store, customers agree that:

  • Tracking confirmation constitutes proof of shipment and fulfillment.
  • Chargebacks filed for packages marked delivered may be disputed using carrier tracking data.
  • Fraudulent chargebacks may result in permanent bans from future purchases.

Contact

For shipping - related questions, contact:

Email: steiners@solune-store.com

Response times may vary depending on inquiry volume