Shipping policy
Shipping Policy
Last updated: August 2026
At SOLA, we ship our products worldwide.
To provide customers with access to SOLA products internationally, orders are fulfilled through our global fulfilment partner based in Shenzhen, China. This means your order will be dispatched directly from one of our international fulfilment facilities, rather than our headquarters and main office.
We work with trusted logistics providers to ensure orders are processed and delivered as efficiently as possible.
1. Order Processing
Orders are generally processed within 1–3 business days after payment has been successfully received.
During periods of high demand, product launches, promotions, public holidays or other circumstances outside our reasonable control, processing times may be longer.
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where tracking is available.
Please ensure your shipping address and contact details are correct at checkout. SOLA is not responsible for delays or additional costs resulting from incorrect, incomplete or incorrectly formatted delivery information provided by the customer.
2. Shipping Times
Delivery times vary depending on the destination, shipping method, customs processing and local postal or courier services.
As a general guide:
Australia: 7–15 business days
New Zealand: 7–15 business days
United States: 7–15 business days
Canada: 8–18 business days
United Kingdom: 7–15 business days
Europe: 8–18 business days
Rest of World: 10–25 business days
These are estimated delivery timeframes only and are not guaranteed.
Delivery times may be affected by customs clearance, weather, carrier delays, peak shipping periods, public holidays, strikes, natural disasters or other circumstances outside SOLA’s reasonable control.
Occasionally, an order may arrive outside the estimated timeframe. If your order appears to be significantly delayed, please contact us and we will assist in investigating its status with the relevant carrier.
3. Shipping Costs
Shipping costs are calculated and displayed at checkout before payment is completed.
From time to time, SOLA may offer free shipping promotions or discounted shipping rates. Any applicable promotion will be displayed on the website or at checkout.
Shipping charges are non-refundable where an order has already been dispatched, except where otherwise required by applicable law.
4. International Orders & Customs
SOLA ships internationally and orders may be dispatched from one of our fulfilment facilities.
Depending on the destination country, your order may be subject to import duties, taxes, customs fees, brokerage fees or other charges imposed by local authorities.
Unless expressly stated otherwise at checkout, any customs duties, import taxes or other charges imposed by the destination country are the responsibility of the customer.
SOLA does not control these charges and cannot guarantee whether customs duties or taxes will be applied to an order.
Customs requirements and import restrictions vary between countries. Customers are responsible for ensuring that the products they order can legally be imported into their country.
If an order is refused, rejected or returned by customs because the customer is unwilling or unable to pay applicable duties, taxes or fees, or because the customer has not complied with local import requirements, SOLA may be unable to provide a refund of the original shipping costs or other non-refundable costs incurred by SOLA, to the extent permitted by applicable law.
5. Tracking
Where available, tracking information will be provided by email once your order has been dispatched.
Tracking information may take several days to become active after dispatch.
Some international shipping services may provide limited tracking information while an order is in transit and more detailed tracking once it reaches the destination country.
SOLA is not responsible for inaccuracies or delays in tracking information provided by third-party carriers.
6. Delayed Orders
Estimated delivery dates are provided as a guide only.
If your order has not arrived within the expected delivery timeframe, please allow a reasonable additional period for international transit and customs processing before contacting us.
If your order remains undelivered, contact us at hello@solagear.shop with your order number and delivery details.
We will work with our fulfilment and shipping partners to investigate the shipment.
Where an order is confirmed as lost in transit, SOLA will assess the circumstances and, where appropriate, arrange a replacement or refund in accordance with applicable law and our obligations to you.
7. Orders Marked as Delivered
If tracking information indicates that your order has been delivered but you cannot locate it, please:
- Check around your property and any nominated safe delivery locations.
- Check whether a neighbour, building manager or other authorised person accepted the parcel.
- Contact the relevant carrier using the tracking information provided.
- Contact SOLA if the parcel cannot be located.
SOLA may request additional information or documentation from the carrier before determining the appropriate resolution.
8. Incorrect or Incomplete Addresses
Customers are responsible for providing an accurate and complete delivery address at checkout.
If you realise that your address is incorrect, please contact us as soon as possible at hello@solagear.shop.
We cannot guarantee that an address can be changed after an order has been submitted or dispatched.
If an order is returned to us or our fulfilment partner because of an incorrect, incomplete or undeliverable address supplied by the customer, additional shipping costs may apply to resend the order.
9. Refused or Unclaimed Parcels
If a parcel is refused, abandoned or left unclaimed by the customer and subsequently returned to SOLA or our fulfilment partner, the customer may be responsible for any return shipping, customs charges or other costs incurred.
If you would like the order to be reshipped, additional shipping charges may apply.
This does not affect any rights you may have under applicable consumer protection laws.
10. Damaged Parcels
If your order arrives visibly damaged, please take photographs of the packaging and product before disposing of the packaging and contact us at hello@solagear.shop as soon as reasonably possible.
We may request photographs, videos or other information to assist with assessing the damage and making a claim with the shipping provider.
Nothing in this section limits your rights where the goods are damaged or otherwise fail to meet applicable consumer guarantees.
11. Lost, Stolen or Misdelivered Orders
SOLA is not responsible for parcels that are stolen after confirmed delivery to the correct address, including parcels left in a location authorised by the customer or the relevant carrier.
If tracking indicates that a parcel was delivered but you did not receive it, please contact us so that we can assist with investigating the delivery with the carrier.
Where a parcel has been confirmed as lost or misdelivered by the carrier, SOLA will assess the situation and provide an appropriate resolution in accordance with applicable law.
12. Split Shipments
Some orders containing multiple products may be shipped separately.
If your order is dispatched in multiple shipments, you may receive more than one tracking number and the items may arrive at different times.
You will not be charged additional shipping fees solely because your order is split into multiple shipments unless the additional charge was clearly disclosed and agreed to at checkout.
13. Delivery Delays Outside Our Control
SOLA is not responsible for delays caused by circumstances outside our reasonable control, including but not limited to:
- Customs clearance
- Government restrictions
- Severe weather
- Natural disasters
- International transport disruptions
- Carrier delays
- Strikes or industrial action
- Public holidays
- Incorrect customer information
- Changes to import regulations
- Events affecting international freight or postal networks
Where such an event occurs, we will make reasonable efforts to assist you and provide available information regarding the status of your order.
14. Returns and Refunds
Shipping and delivery are separate from our returns and refund policy.
If you wish to return an item, please refer to our Returns & Refund Policy for information about eligibility, return procedures and applicable conditions.
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, restricted or modified under applicable consumer protection laws, including the Australian Consumer Law where applicable.
15. Contact Us
If you have any questions regarding your order or our shipping policy, please contact:
SOLA
Email: hello@solagear.shop
When contacting us about an order, please include your order number so that we can assist you as quickly as possible.
Important Notice
By placing an order with SOLA, you acknowledge that your order may be fulfilled and dispatched internationally and that delivery timeframes may vary depending on the destination and circumstances affecting international shipping.
We will always make reasonable efforts to ensure your order is processed and delivered efficiently. However, delivery timeframes provided by SOLA are estimates and should not be treated as guaranteed delivery dates.