Shipping policy

Every order is made for you after you place it, then shipped to your US address. Orders are produced in 3–5 business days. Shipping takes 8–12 business days after that. Most orders arrive within 11–17 business days.

Orders placed after 4:00 PM Pacific Time are processed the next business day.

Business days are Monday through Friday, not counting US federal holidays.

Where your order ships from

Your order is made by our manufacturing partner in China and shipped directly to your US address. We do not hold stock in the United States. The 8–12 business day shipping window above is the international transit time, and it is the reason an order takes 11–17 business days in total rather than the 2–5 days a domestic warehouse would take.

Returns go to our returns center in Hillsboro, Oregon — not to the production facility. Our business address in Denver, Colorado is a mailing address; it is not a store and does not receive returns.

Duties, customs and tax

The price you see covers the item and any import duties. You will never be asked to pay customs charges, brokerage fees or COD fees when the package arrives. We ship on delivered-duty-paid terms, so the carrier will not collect anything from you at the door.

Sales tax is separate from duties. Where your state requires it, sales tax is calculated at checkout from your shipping address and shown to you before you pay.

Shipping cost

Orders of $79 or more ship free. Orders under $79 ship for a flat $7.95.

The subtotal is the price of your items before sales tax.

Where we ship

We ship to all 50 states, Washington DC, Puerto Rico and other US territories, and US military addresses (APO, FPO, DPO). We do not ship outside the United States.

Military addresses can take longer than 12 business days once the package is handed to the military postal system.

Tracking

You get a tracking number by email the day your order ships. The first tracking scan can take 24–48 hours to appear after that.

Changing your address

You can change the shipping address until production starts. Call +1 (214) 688-2316 or email support@solematekicks.com with your order number and the new address as soon as possible. Once the order is in production we can no longer change it.

If a package comes back to us because the address was incomplete, we reship it once at no charge.

Cancelling an order

You can cancel for a full refund until production starts. Call or email us right away with your order number. If production has already started, the order ships as normal and you can return it under our 30-day return policy.

If your order is late

1. Open the tracking link in your shipping email.
2. If the package has not arrived 5 business days after the 17-business-day window, call or email us with your order number.
3. We open a trace with the carrier. If the package cannot be found, we remake and reship your order or refund you in full. You choose.

Damaged, wrong or missing items

Email a photo within 30 days of delivery and we replace the item free or refund you in full. You do not need to send the item back. Details are on our Returns & Refunds page.

Contact

Phone: +1 (214) 688-2316, Monday to Friday, 9:00 AM to 5:00 PM Pacific Time. Outside those hours, leave a voicemail and we call you back on the next business day.
Email: support@solematekicks.com, answered within 1 business day.

SOLVIERA SKINCARE LLC
1500 N Grant St Ste N
Denver, CO 80203
United States