Here are answers to the most common questions about our products, orders, shipping, and services. If you don’t find what you need, contact support@solfigo.com for personalized assistance.

Frequently Asked Questions

Here are answers to some of the most common questions about our products, orders, shipping, returns, and payments. If you don’t find what you’re looking for, please contact support@solfigo.com and our customer support team will be happy to assist you.

1. Do you offer free shipping?

Yes! We offer free shipping on eligible orders to most destinations.

Shipping availability, delivery options, and any applicable charges will be displayed at checkout based on your shipping address and the products in your order.

For certain remote areas, oversized products, or special delivery requirements, additional shipping conditions may apply. Please refer to our Shipping Policy for more information.

2. How long will it take to receive my order?

Most orders are processed and shipped within 3–10 business days.

Once your order has been dispatched, delivery time will depend on your destination, shipping method, and local carrier.

Please note that estimated delivery times are not guaranteed. Delays may occasionally occur due to customs clearance, weather, carrier disruptions, holidays, or other circumstances beyond our control.

We’ll notify you if there are significant delays affecting your order.

3. How do I track my order?

Once your order has been shipped, we’ll send a shipping confirmation email containing your tracking number and tracking information.

You can use the tracking information provided in the email to follow your package.

For additional tracking support, you may also use 17TRACK to check the latest shipping status.

If your tracking information has not been updated for more than 3 business days, please contact us at support@solfigo.com with your order number, and we’ll be happy to help.

4. What if my order arrives damaged?

We’re sorry if your order arrives damaged.

If your product is cracked, broken, damaged, or otherwise defective upon arrival, please:

1. Take clear photos or videos of the damaged product.

2. Take photos of the original packaging and shipping label.

3. Contact us at support@solfigo.com within 48 hours of delivery.

4. Include your order number and the relevant photos or videos.

After reviewing your case, we may offer a replacement or refund depending on the circumstances.

Please keep the original packaging until your claim has been resolved.

5. What is your return policy?

We want you to be satisfied with your purchase.

You may request a return within 14 days of receiving your order, provided that the item meets our return requirements.

Generally, returned items must be:

• Unused and in original condition

• Free from damage, stains, odors, or signs of use

• Returned with the original packaging and accessories, when applicable

• Eligible under our Return & Refund Policy

Certain products may not be eligible for return, including personalized or customized items, final-sale products, certain hygiene-related products, and other products specified in our Return & Refund Policy.

Please contact us before sending any item back. Unauthorized returns may not be accepted.

6. Who pays for return shipping?

Unless the return is due to an incorrect, damaged, defective, or otherwise faulty item received from us, return shipping costs are generally the responsibility of the customer.

For eligible returns, any applicable restocking fees or other deductions will be handled according to our Return & Refund Policy.

Please contact our support team before returning an item so we can provide the appropriate instructions.

7. When will I receive my refund?

Once we receive and inspect your returned item, we’ll process your refund in accordance with our Return & Refund Policy.

After the refund has been issued, the time required for the funds to appear in your account may vary depending on your payment provider or financial institution.

If you believe your refund is delayed, please contact support@solfigo.com with your order number.

8. What payment methods do you accept?

We accept a variety of secure payment methods, including:

• PayPal

• Visa

• Mastercard

• American Express

• Discover

• Diners Club

• JCB

• UnionPay

• Shop Pay

• Google Pay

• Apple Pay

Available payment methods may vary depending on your location and will be displayed during checkout.

Simply select your preferred payment method at checkout and follow the instructions to complete your purchase.

9. Is my payment information secure?

Yes. We take the security and privacy of our customers seriously.

Payments are processed through secure payment systems and trusted payment providers. We do not intentionally store sensitive payment information such as your complete credit card number.

For more information about how we handle your personal information, please review our Privacy Policy.

10. Can I cancel or change my order?

We process orders as quickly as possible.

If you need to change or cancel your order, please contact support@solfigo.com as soon as possible after placing your order.

We’ll do our best to accommodate your request, but we cannot guarantee that an order can be changed or canceled once it has entered processing or been shipped.

11. What if I received the wrong item?

If you receive an item that is different from what you ordered, please contact us at support@solfigo.com as soon as possible.

Please include:

• Your order number

• A photo of the item you received

• A photo of the shipping label

After verification, we’ll work with you to provide an appropriate solution.

12. What if my package is lost or shows as delivered but I can’t find it?

If your tracking information shows that your package has been delivered but you cannot locate it, please first check with household members, neighbors, and the delivery location around your property.

You may also contact the carrier directly for additional delivery information.

If you still cannot locate your package, please contact support@solfigo.com with your order number and tracking information, and we’ll do our best to assist you.

13. Do you ship internationally?

Yes! We serve customers in many countries and regions around the world.

International shipping availability depends on the destination and the products included in your order.

Shipping options and applicable charges, if any, will be shown during checkout.

Please note that certain products may have shipping restrictions based on destination or local regulations.

14. Will I have to pay customs duties or taxes?

For most eligible orders, applicable shipping costs and standard duties or taxes are handled according to the shipping terms displayed at checkout.

However, customs requirements can vary by country and destination. In some cases, additional customs charges, import taxes, or other local fees may apply.

If applicable, these charges are generally the responsibility of the customer unless otherwise stated at checkout.

15. Can I use a different shipping address?

Yes. You can enter your preferred shipping address during checkout.

Please carefully review your shipping information before completing your order. If you notice an error after placing your order, contact support@solfigo.com immediately.

We cannot guarantee that an address can be changed after an order has been processed or shipped.

16. What happens if my order is delayed?

While we work hard to process and deliver orders on time, unexpected delays can occasionally occur.

Possible causes include:

• Carrier delays

• Severe weather

• Customs clearance

• Public holidays

• High shipping volumes

• Product availability

• Other circumstances beyond our control

If we become aware of a significant delay affecting your order, we’ll do our best to keep you informed.

17. How can I contact Solfigo?

If you have any questions that aren’t answered here, our customer support team is happy to help.

Please email us at:

support@solfigo.com

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

We’ll do our best to respond as soon as possible.

Still Have Questions?

We’re here to help.

If you couldn’t find the answer you were looking for, please contact our support team and we’ll be happy to assist you.

Email: support@solfigo.com

Thank you for shopping with Solfigo.