Contact

Lifepack orders ship within 24-48 hours of your order being placed. You will receive an automatic email with your tracking number of the shipment as soon as the order is processed by the warehouse.

We offer a 1 year limited warranty on products against manufacturing defects*.

Contact Us

If you have a question, please contact us by emailing info [at] solgaard.co, sending us a message with the form below, or using our chat application. We do our best to reply to all messages within 24hrs.

Frequently Asked Questions

Orders

What can I expect after I’ve placed my order?

After placing your order, a confirmation with your order details will be sent to you by email. If you do not receive the conformation email, please contact our Solgaard support team at info@solgaard.co

Can I add items to my existing order?

We are unable to amend an order once it’s been confirmed. We suggest creating a new order and notify our Solgaard support team to combine your orders into one shipment at the warehouse. Please note: If the order is placed 15 minutes after the first order it might not be possible to combine the shipment.

I’m getting an error during checkout that says my card is declined

  1. Make sure the address you are using is the same as the address on file with the bank. Billing address inconsistencies will cause your credit card to be declined. You should confirm that the billing information you’ve entered matches with what is on file for you with your credit card issuing bank. Please note! Declined transactions will appear on your billing statement as pending transactions. These pending transactions are deducted from your account balance temporarily and will clear from your account within 5 days. These funds are not held by Solgaard Design and the pending status can only be removed by your bank.
  2. The decline of your credit card could also be caused by insufficient funds on the credit card.

Is it possible to cancel my order?

You are able to cancel you order, entirely or partially, within 15 minutes’ after you have placed it. If you which to do so, you must send an email to shop@solgaard.co with subject line: Order cancelation #[order number] The order will be locked 15 minutes after placing it, as the order will be prepared for shipping from our warehouses. In case you still want a refund you will be responsible for any return cost. Furthermore, we will charge you for the cost associated with the shipment of the order (e.g. shipment, handling fee by warehouse), no matter what shipping cost there are attached to the order. And will thus subtract these when refunding your order.

Can I return an item for a refund?

In order to return your purchase, the returned items must be unopened, unworn, unwashed, or otherwise unused with original tags/labels attached. If you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above. You are able to refund your purchase up to 7 days after you receive it. When returning your order, you will be responsible for any costs associated with returning the item to us including shipping cost, any currency conversion and/or local or international taxes or duties. When refunding you order, entirely or partially, you can send the product(s) to the consignor of the original shipping label. If you have any questions to the cancelation or return of your order, please contact our customer support team.

How soon will my order be shipped?

Your order will be shipped as soon as possible. Typically, this means within 1-2 business day. The shipping time frame will be approximately 5-7 business days. If the item was on backorders we will ship your order as soon as we have the product available in stock.

I haven’t received a confirmation page by email.

Please double check to make sure the confirmation email didn’t end up in your spam mail or junk folder. You may want to save our email to your contacts to prevent this in the future. If you have created a Solgaard Design account, you can view your order details, status and history under the Recent Orders section in the account menu. If you have not received an order confirmation or cannot view your order from your account page, please contact the Solgaard Design through our support ticket to look into this for you. On the support request form, please select “An Order I placed” then “Check-out & Billing”.

Shipping

What countries are you able to ship to?

Currently, we are shipping to following countries: United States Canada Hong Kong Australia New Zeeland Countries in Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, UK, Norway and Switzerland If you do not see your country listed, please contact us at: shop@solgaard.co

How soon will I receive my order?

Please note that delivery dates are estimates only provided by the courier. National holidays and some geographic regions can affect delivery times. The shipping time frame will be approximately 5-7 business days. If you have not received your bag within 7 business days, please contact our customer support team.

Can I track my order?

Once your order ships you will receive a confirmation by email with a link to your tracking number. If you have a Solgaard Design account, this link will also be available in the Order History section of your account menu. You can see the current status and location of your shipment, find out if your shipment has been delivered and who signed for it by copying and pasting your tracking number on TNT’s Track and Trace page.

Do you deliver to PO box addresses?

Currently the couriers we use typically prefer to deliver with a signature upon receipt. When going through the checkout process you can select a preferred shipping vendor if you know which you prefer to use.

I missed my delivery, how can I rearrange it?

Your best option is to arrange delivery directly with the courier who will leave a note in your mailbox or at your door when they tried to deliver you package. If you do not have your tracking number feel free to contact our customer service.

What do I do if a parcel is lost?

If your parcel is lost please contact the Solgaard Support team at this link here: solgaard.co/support We will then check with the courier and if it is not possible to recover we make sure a replacement order is sent to you as quickly as possible. Please note: damaged or missing merchandise must be reported to us within 24 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy.

What do I do if my parcel is damaged?

Please check the condition of your parcel before you sign for it. If it's at all damaged, don't sign for it and hand it back to the courier to return to us. If you only discover that your parcel is damaged after it is delivered, please contact the Solgaard Support team by submitting a support ticket through our contact form at solgaard.co/support Please note: damaged or missing merchandise must be reported to us within 24 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy.

Warranty

Warranty Instructions

Please review Solgaard warranty details, below.
  1. Warranty inspection and service is arranged through and approved by Solgaard Support.
  2. If you think you may require warranty service, please contact us by submitting a support request.
  3. Warranty services are given priority and will be processed within 4 business days upon receipt of device by the Solgaard team.
  4. Please note: Solgaard Design is not responsible for lost packages if your package does not have any tracking information.

Solgaard product Warranty Details

We provide one year of warranty and we warrant that:
  • a) the product will be delivered undamaged in the quantities ordered; and
  • b) the product will conform with the manufacturer's latest published instructions as set out on the website or in our product material at the time of your order.
The product is intended to be used strictly in accordance with the manufacturer's latest published instructions as set out on the site or on the product itself. It is your responsibility to ensure that you use the product strictly in accordance with those instructions. We try very hard to deliver products in excellent condition. However, if you tell us that the product is faulty, you agree to keep the product in its current condition available for us (or our agent) to inspect within a reasonable time. If your product has any defects, please send and email to our customer service to info@solgaard.co. We recommend that you attach pictures and/or videos of the problem in order to shorten the processing time. In order to provide you with any remedies for a faulty product, we may need your assistance and prompt provision of certain information regarding the product, including:
  • a) you specifying with reasonable detail the way in which it is alleged that the product is damaged or defective; and
  • b) you providing us with the delivery note number and such other information as we reasonably require.
If you would like us to repair, replace or provide a refund for the product where it did conform to the applicable contract, and we find that the product has:
  • (a) been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or
  • (b) been involved in any accident or damage caused by an incorrect attempt at modification or repair; or
  • (c) been dealt with or used contrary to our or the manufacturer's instructions for the product; or
  • (d) eteriorated through normal wear and tear,
After delivery to us, we may at our discretion decide not to repair, replace or refund you for the product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or debit card, or the payment details that you provided to us when you made your order, and, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.

Exclusions and Limitations

The Limited Warranty applies only to products manufactured by Solgaard Design. That can be identified by the “Solgaard Design trademark, trade name, or logo affixed to them and purchased at an authorized retailer, serviced by an authorized Solgaard Design distributor. The Limited Warranty does not apply to any non-Solgaard products. This warranty does not apply to (a) damage caused by accident, abuse, misuse, flood, fire, earthquake, acts of piracy, or other external causes; (b) damage caused by operating the product outside the permitted or intended use as described by Solgaard; (c) a product or part that has been modified to alter functionality or capability; (d) cosmetic damage, including but not limited to scratches, dents, and broken plastic. Important: Warranty applies to original end-user purchaser only and is non-transferable. Warranty does not apply should you purchase through a 3rd party reseller such as eBay and Craigslist. Solgaard Design warranties only apply to devices purchased at any authorized retailer serviced by an authorized Solgaard distributor. For questions regarding authorized retailers, please contact us. Intentionally opening up or disassembling your device in any way will void your warranty.

Return Policy

Please carefully research the product you are interested in before purchasing. Devices purchased through an authorized retailer cannot be refunded by Solgaard Design. If you would like additional information about any of our Solgaard Design products, freely contact us. Our experienced support and tech team here at Solgaard Design are happy to help you make the right decision! In order to return your purchase, the returned items must be unopened, unworn, unwashed, or otherwise unused with original tags/labels attached. If you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above. You are able to refund your purchase up to 7 days after you receive it. You will be responsible for any costs associated with returning the item to us including shipping cost, any currency conversion and/or local or international taxes or duties. When refunding you order, entirely or partially, you can send the product(s) to the consignor of the original shipping label.

Counterfeiting

The fight against unauthorized sales and counterfeiting is a long-term commitment to quality and service by Solgaard Design. Solgaard Design is dedicated to ensuring our customers receive the modern technologies, beautiful design and world-class support that encompass the brand. Solgaard Design advises consumers to be cautious when purchasing devices from unauthorized resellers as the quality, reliability and safety of these products is uncertain and in some cases, may expose the user to serious dangers not encountered with genuine Solgaard Design products. Solgaard Design has deployed a devoted team to actively pursue and investigate unauthorized resellers and counterfeiters in an effort to protect customers and business partners. By finding counterfeiters and taking legal action against them, we believe we're doing our part since many people do not understand the global ramifications of counterfeiting, or the cycle of abuse they are supporting when purchasing counterfeit goods. While Solgaard Design would like to help the victims of counterfeiting we’re not able to reimburse money used to purchase infringing goods since such goods were not bought from Solgaard Design (solgaard.co), nor do we assist with the resolution of disputes, including assistance with PayPal or credit card refunds. Contact Solgaard Design to learn more about authorized dealers, as any product purchased outside of our exclusive sales network runs the risk of being counterfeit and is not guaranteed under warranty.

General

Can I pay using an alternative method such as money transfer?

We can accept credit card, wire transfer, or PayPal. If you do not see the option, you need on check out please contact us: solgaard.co/support

Can I get a refund or my money back?

In order to return your purchase, the returned items must be unopened, unworn, unwashed, or otherwise unused with original tags/labels attached. If you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above. You are able to refund your purchase up to 7 days after you receive it. You will be responsible for any costs associated with returning the item to us including shipping cost, any currency conversion and/or local or international taxes or duties. When refunding you order, entirely or partially, you can send the product(s) to the consignor of the original shipping label.

How do I change my shipping address or other purchase information?

If you need to make any changes to purchase orders, please contact us at: Solgaard.co/support. If the product already has been shipped we cannot guarantee the address can be change but we will be happy to help you.

What size of Laptop can fit in Lifepack?

The bag is designed to fit anything up to a 15" Laptop. In some cases, 17" laptops can also fit as long as the width is not more than 11.4L x 15.4W inches (29.5cm L /39cm W).

How do I charge my devices with the powerbank?

Fully charge via Micro USB cable by plugging into wall outlet with USB charging capacity. 2amp will charge in approx 6hrs, 1amp will take over 10hrs. This will give you approximately 6 charges for your smartphone if you do not see any sun. Press (1) Power button to check battery level. 5 LEDs = full battery. 1 = time to charge up! The upper large USB port will charge at 1a output, the lower USB port will charge at high speed 2.4a output.

How does the Solar power work?

The solar power generates power in sunlight best. However it can also generate power in daylight with non-direct sunlight. In ideal sunlight it will generate approximately 450mAh per hour. This means that 1 hour = 25% charge for your smartphone. 4 hours will give the powerbank enough to give you a full charge on your phone. The solar panel function is meant to act as a function to keep your powerbank topped up while you are on the go. The main charging function is by USB, and then the solar power keeps the level full depending how often you use it. With 2 hours of good light per day, and a 50% top up of your phone per day you won’t need to think about plugging it in very often at all!

How many times will the powerbank charge my phone?

6 Full Charges for your smartphone using zero solar power. Every 4 hours of sunlight means 1 extra charge for your phone.

How long does it take to charge the powerbank?

2 hours of sunlight per day and a 50% top up to your phone means you’ll never need to plug your solarbank into a wall! 1 hour of sunlight = 25% charge for your smartphone