Support

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 help@solgaard.co to your address book to avoid it going to your spam folder.

If your product was sold out when you ordered, the button on the website says "pre-order" instead of "buy now". In this case, the product is on backorder and will typically ship within 8-12 weeks.

 

Frequently Asked Questions

Shipping Common questions re: Delivery

Items are shipped from our warehouse in Southern California within 1-2 business days 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. It is the customers responsibility to pay for import duties or any local taxes.

If your product was sold out when you ordered, the button on the website says "pre-order" instead of "buy now". In this case, the product is on backorder and will typically ship within 8-12 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.

How do I pair my Solarbank Boombox?

Here's a little video to show you.

For product specific questions, please click the links below:

Lifepack
Lifepack Lite
Carry-On Closet
Carry-On
Hustle Backpack
Hustle Shoulder 
Solarbank
Solarbank Boombox
Hex Watch (Mens)
Hex Watch (Womens)

Warranty + Returns Warranty + Returns

To register your product warranty, please click here.

Returns

What is your return policy? (effective March 23, 2020)

We want you to enjoy your product as much as we enjoy upcycling ocean bound plastic. If you decide that you don’t love your Solgaard product, you may return your purchase within the first 30 days of receiving your product.

Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, or scratched may be denied a return. Please return items with all accessories and packaging. If you do not, we may either deny the return, or allow a return with a nonrefundable deduction on your refund for the missing items.

If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased.

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.

How do I make a return? 

To initiate your US return, please follow these steps:

-Please visit our Returns Center here to start the refund process.

If your return is from outside of the US, please follow these steps:

-Email Customer Support at help@solgaard.co with your order details and the reason for return.

-Then our Customer Support team will provide you with an option to return the product at your expense or donate the item to the local charity of your choice.Proof of donation from a recognized charitable organization will be required before a refund is issued. 

What should I do if my product arrives damaged or defective?

If your product arrives with a manufacturing defect, we will gladly send you a replacement. Please contact Customer Support at help@solgaard.co with a brief description of the problem and picture of the defect - we will assist you with replacing your product. 

What if I receive a product that isn’t what I ordered? 

No worries - we’ll replace it with the correct product you ordered. Please keep the order in the original packaging and email our Customer Support team at help@solgaard.co

Our Customer Support may ask you to provide visual evidence (e.g photo, video) of the products to expedite the process.

What are the conditions for returning my product after the first 30 days? 

If you product becomes defective after the first 30 days, please refer to our Limited Ten Year Warranty. We do not refund products that are cosmetically damaged or have damaged due to normal wear and tear. If you believe your product has a manufacturing defect, please email our Customer Support team at help@solgaard.co

We do not accept returns that are:

-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

-Damaged by mishandling from airlines

When will I receive my refund?

Your refund will be processed as soon as the product is received by our Quality Assurance team who confirms it fits within our Return Policy or Limited Ten Year Warranty.

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 the conditions above. 

Once the return has been approved, it typically 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.

Do you offer repairs? 

We do not offer repairs. If you have a concern regarding a defective product, please email Customer Support with photos of your concern and we will do our best to address your concern and ensure you are happy with your outcome! 

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.



Solgaard Limited Ten Year Warranty 

Your Solgaard luggage is covered by a limited ten year warranty. This limited warranty gives you specific legal rights, and you may also have other rights which vary by state, province, or country.

If your product requires a minor repair, we may be able to provide you with a replacement part to have a local facility to do the repair. Call us for information and we will consider refunding the cost of the repair with a written quote from the repair facility.

-This Limited Ten Year Warranty extends to Solgaard luggage manufactured by Solgaard Design Inc. (“Solgaard”) and purchased directly from Solgaard or Solgaard’s authorized retailers. 

-Defects that do not impair the use of the bag (also known as “cosmetic damage”) is not covered under the Limited Ten Year Warranty.

-We guarantee your Solgaard luggage will be free of manufacturing defects for its intended use of transporting clothes and small personal objects. 

-A copy of the purchase receipt is required to determine if the warranty is valid.

-Solgaard Luggage is not intended for commercial or rental purposes.

If the luggage is under the limited warranty and needs servicing, we can replace or repair at our discretion. 

Where can I find my warranty number?

Your warranty registration number is your PO number. 

Who qualifies for warranty coverage?

Our warranties extend to the original owner or original recipient. 

Luggage

The Limited Ten Year Warranty covers manufacturing defects which include: wheels, handles, the locking mechanism, closure clasps, plastic outer case, zippers, missing rivets or screws. 

It does not cover: cosmetic damages due to normal wear and tear such as scuffs, scratches, dents, stains on the lining, or abuse from airline damage such as bent frames.

If you are locked out of your bag, this is not covered under the Limited Ten Year Warranty.  

If the bag is damaged by the airline, your first course of action should be to seek remediation from the airline. The most common instance of damage by an airline is likely to be a bending of a metal frame that surrounds the outer shell. 

Bags are covered under a Limited Two Year Warranty 

The Two Year LImited Warranty covers manufacturing defects which include zippers, hooks, handles, straps, buckles, exterior/interior fabric and stitching, and the lock.   

It does not cover cosmetic damage due to stains, spills, rips, color changes, slashes, surface tears in the fabric, and scratching of any metal parts. 

Accessories are covered under a One Year Warranty 

The One Year Limited Warranty covers watches and Solarbanks which are guaranteed to be free of manufacturing defects and are guaranteed to function properly. Our accessories are not designed to be submerged in water. 

The Accessories One Year Limited Warranty does not cover cosmetic damage such as scratches on watch straps or face, cracks from dropping your accessory. Watch batteries are not covered under the One Year Limited Warranty and will need to be replaced approximately once a year.

Payment Payment

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.

It is company policy to only allow one discount per order. If there is a site-wide promotion, other coupon codes will be disabled.

Still need help? Send us an email: help@solgaard.co

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