We 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. Please add email@example.com to your address book to avoid it going to your spam folder.
Frequently Asked Questions
Shipping Common questions re: Delivery
Items are shipped from our warehouse in Southern California within 1 business day of your order being placed.
Typical delivery in the continental US takes place within 2-5 business days for ground shipping. Hawaii and Alaska deliveries will arrive 4-6 days.
International orders are usually 6-9 business days. Duties are not included.
If your product was sold out when you ordered, the button the the website says "order-now" instead of "buy now". This is reflected on the product page with a typical ship window of 4-6 weeks.
Product Common questions re: Locks, Solarbanks etc
How do I reset my lock?
The backpack lock is reset by entering the correct code (preset to 0-0-0) and pressing the pin on the bottom of the lock while resetting.
Suitcase lock reset instructions are included with your suitcase: you enter the correct code (preset to 0-0-0) and flip the tab inside of the suitcase to position B, change the combo to your desired code, and flip the tab back to A.
Can I take the Solarbank on a plane?
Yes. Solarbanks have been approved to fly as cabin baggage for all airlines.
Do not put a lithium battery in your checked luggage beneath the plane.
For product specific questions, please click the links below:
Hex Watch (Mens)
Hex Watch (Womens)
Warranty + Returns Warranty + Returns
To register your product warranty, please click here.
If there is a manufacturing defect, we'll gladly send you another one.
If you're unhappy with the product, we'll gladly have you send it back to us within 15 days of you receiving the product. Free returns for customers in the continental US.
What should I do if my product arrives damaged, defective, or isn't what I ordered?
No worries - we'll replace it with correct product you ordered.
If you have received products which you did not order or are damaged/defective, please keep it in the original packaging and email us at firstname.lastname@example.org and let the representative know the details of your package.
Our Customer Support may ask you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
What should I do if I want to return my order?
You may return your new, in original packaging, and unused Solgaard.co purchase within 15 days of purchase. Please follow these steps:
1. Email us at email@example.com.
2. Provide our Customer Support with your order details and the reason for return.
3. Our Customer Support will provide the Return Address and other details for your return.
4. Provide our Customer Support the details of your returned package (sender, courier, & tracking number).
5. We will pay for return shipping the continental US only. International orders will be required to pay for return shipping.
Please note that you are unable to return merchandise obtained from a retailer other than www.Solgaard.co. Please return the product to the original retailer.
What are the conditions for returning my product?
If the defect in the product was caused by reasons other than material quality or assembly process, the original product will be returned to you. We do not refund products:
* Obtained from a source other than Solgaard.co.
* Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
* Damaged by misuse or activities other than the intended purpose.
When will I receive my refund?
Your refund will be processed as soon as the product you have returned is received by our Quality Assurance Team, which may take a week and it is confirmed that it fits within our Returns Policy,
If you request a refund, the purchase price 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 15 days after you receive it.
Once the return has been approved, it takes 1-2 business days for the refund to be made to your original payment method.
PayPal: You will typically see the funds in your account within 1-business day of the refund being initiated.
Credit/Debit card: It may take up to 10 business days for the refund to arrive in your account, depending on the card provider.
Can I exchange my order?
We are unable to exchange the products you ordered online at the moment. However, you can return the unwanted product(s) for a refund and then place a new order.
Will you refund my shipping/taxes if I return my order?
We ship orders from the United States. Customers in the united states will have their return shipping covered. Customers in Europe/Rest of World will be required to pay their own return shipping if they want a refund on the product.
In the case of a manufacturing defect on an international order, we will send a replacement with photographic proof of defect.
We process credit card payments on our website through Shopify. You will see the payment appear on your next credit card statement or on your online banking within 3 days maximum.
Still need help? Send us an email: firstname.lastname@example.org