Support

Supports

How can I cancel my order?

My order was damaged or defective, how do I get a replacement?

I received an incorrect item in my order, what should I do?

Will my order be subject to sales tax?


How can I cancel my order?back to top
If you have a solsticemed.com account, you may act quickly to cancel an order yourself on our website by using the following steps:

1. Click the "my account" link located in the upper right corner of any solsticemed.com page.
2. Click "orders"
3. When your orders list appears, choose the order you wish to cancel by clicking on the order number.
4. When that order page appears, simply click on "click here" where indicated to cancel your order. This is located at the bottom of your order information under the blue "Print order" and "View all orders" buttons.
5. You will then be asked to confirm that you wish to cancel the order.
6. Please be aware that the message "Cancel request being processed" does not mean that the cancellation is finalized. It simply means that a cancellation attempt is underway. You will need to revisit your list of orders at a later time (usually within 20 minutes) to confirm cancellation.
If you receive an e-mail message that we were unable to cancel your order, or the order status reads as "processing" after you have attempted cancellation, please contact a Customer Care Specialist immediately by phone. While we cannot guarantee that your order can be cancelled, we will do our best to halt shipment. You can reach a Customer Care Specialist by dialing 1-888-221-3496.

If you wish to edit or modify an order that has already been placed, you will be able to make the necessary changes for approximately 2 hours after the order is placed. During this time, you will also be able to successfully cancel your order, if required. Changes to your processing order can include billing information, the shipping address, and/or item quantity modifications.

If changes to your pending order are possible, the order will be cancelled and the items from the order, as well as any credits or promotions, will be automatically re-added to your shopping bag. You can then re-place the order after making the desired revision(s) to the purchase. A new order number and confirmation email will be generated. The confirmation email will be identical to the ones currently sent with the exception that it will contain a link titled "edit an order that is still processing."


My order was damaged or defective, how do I get a replacement?back to top
We are very sorry to hear that your order arrived damaged or defective. Solsticemed.com tries to always provide the highest level of service possible.

You have 5 business days to report receipt of damaged goods. These items must remain in its original packaging for inspection by the shipping carrier.

We will be happy to replace the damaged/defective items in your order. Please do not throw away the damaged/defective items until you have spoken with a Customer Care Specialist who will advise you and how to return the damaged goods.

To have this issue resolved in the most time efficient manner, we ask that you contact a Customer Care Specialist by e-mailing us using the following address: orders@solsticemed.com

In your e-mail, please include the following information:

Your order number.
The name of the product you received damaged or defective.
Whether you prefer a refund or a replacement order.
A Customer Care Specialist will respond to your message as quickly as possible.


I received an incorrect item in my order, what should I do?back to top
We sincerely apologize for any inconvenience receiving this incorrect item has caused. Please verify that the product you did receive is not listed in your order by following the instructions below:

1. Review the shipment confirmation e-mail you received when your order shipped.
2. Or, customers with a solsticemed.com account can click the "your account" link in the upper right corner of any solsticemed.com page.
3. Click "orders"
4. Choose the order number from the list provided.
5. Scroll down to view the items that were ordered.
6. If the item that you received is not listed, please e-mail us using the following address: orders@solsticemed.com


In your e-mail, please include the following information:
Your order number
The name of the product you received by mistake.
If applicable, the product that you did not receive in your order.
Whether you prefer a refund or a replacement order.
A Customer Care Specialist will respond to your message as quickly as possible.


Will my order be subject to sales tax?back to top
Orders shipped to California will be subject to applicable local 8.75% sales tax.

Shipping Rates and Policies
You can choose from a variety of shipping options for your order. Shipping costs are based on the on the dollar amount of your order and shipping service level you choose. Please check the table for our standard shipping rates:


OrdersStandard Shipping
$0.00-$49.99
$50.00-$74.99
$75.00-$99.99
$100.00-$199.99
$200.00 and up
$9.99
$10.95
$11.95
$12.95
Free Shipping

These numbers are estimates based on our most common orders. You are able to track your package through FedEx.com using the tracking number associated with your shipment. Please notify us if you do not receive your order.

These rates are subject to change at any time.
Please be aware that additional charges may apply for heavier items.

For Express Delivery (Overnight or 2nd day) , please call toll fee 1.888.221.3496 for a quote.


Order Processing Deadlines
Orders received before 1pm Pacific Time Monday through Friday (except holidays) will be processed the same day. Orders received after the cutoff time will be processed the next day (or, if the next day is a Saturday, Sunday or holiday, the next business day). We will send you an order shipment confirmation when we have finished processing your order and our transportation partner has picked it up for delivery.

Our transportation partners do not process orders on the weekend. Therefore, if you place an order after the cutoff time on Friday, you may experience a delay between your order shipment confirmation e-mail and the actual shipment of your order.


Shipping Carriers
Orders are shipped via FedEx. We will provide you with a FedEx tracking number so that you may track your order.

For orders shipped via FedEx Express, you may request Overnight or 2nd day. To select this service, please contact a Customer Service Specialist by phone at 1.888.221.3496 or via email at orders@solsticemed.com to get a quote.

Please note when using expedited shipping methods we cannot request or guarantee delivery by a specific time. Generally FedEx will deliver your package by an estimated time and date of delivery. You are able to track your package through FedEx.com using the tracking number associated with your shipment.


Weekend Delivery
Generally, all orders are shipped via FedEx and are delivered Monday through Friday only. If you would like to request receipt of a package on Saturday, please contact a Customer Service Specialist by phone at 1.888.221.3496. Delivery is not available on Sundays.

Default Shipping Address
Your default shipping address is the one used on your most recent order. At Checkout, you can change your shipping address by clicking the "edit" button located directly beneath the default address. This will allow you to choose another address, or enter a new address in the spaces provided.

You can change your shipping address at any time in the Shipping Addresses area of Your Account. You can add, delete, or edit any of your shipping addresses. Changes you make via the Shipping Addresses area of Your Account will not affect orders you have already placed.


Items on Order
If you notice that one of the items that you want to purchase is currently out of stock, there will be a date listed next to the product stating when we will be receiving the product back in stock. This time frame is an estimate, and is solely dependent on when the manufacturer can get the product to our distribution center. Unfortunately, we are unable to provide exact arrival dates for specific items.
You may place the backordered item into your order along with the items we do have in stock. The items we do currently have in stock will ship immediately and we will ship your backordered item as soon as we receive it back into stock with the shipping service selected on your original order. You'll receive an e-mail confirmation when your backordered item has been shipped. Backordered items do result in an additional shipping fee. Unfortunately, there is not a way to hold the order until we receive all items in stock.
If the first portion of your order has already shipped, and you've realized that you cannot wait for the backordered item, you may cancel it easily. Click here to view instructions on how to cancel an order. Once you have submitted your cancellation request you will receive an e-mail within 30 minutes confirming that your backordered item has been cancelled. The cancelled items will not be shipped or billed to your account.
* This offer is subject to change or may expire at any time


Risk of Loss
All items purchased from solsticemed.com are made pursuant to a shipment contract with our carriers. This means that the risk of loss and title for such items pass to you upon our delivery of your order to the carrier. You can contact FedEx for more information.


Shipping to Alaska, Hawaii and Puerto Rico
For shipments to Alaska, Hawaii and Puerto Rico, an additional $10 will be added to the standard shipping. Shipping to Alaska, Hawaii and Puerto Rico may require an additional one to two days.


Shipping to APO/FPO Military Addresses
All orders to APO/FPO US military addresses are shipped via USPS.
Please note: due to current world events impacting the United States and other countries, our delivery partners have informed us to expect packages to take up to 8 weeks for delivery to certain APO/FPO US military addresses.


Shipping to US Territories
Please be aware that we are unable to ship orders to US Territories.


Shipping to International Addresses
Please be aware that we are unable to ship orders to International Addresses.

Your complete satisfaction is our ultimate goal. You may return any item shipped by solsticemed.com, keeping the following in mind:

Returns and exchanges are accepted within 15 business days of receipt of shipment. These returned items must be unopened and in new condition.

We'll request a refund after we receive and process your return. A refund of the purchase price, excluding the shipping, will be made promptly upon receiving the merchandise in the same condition in which it was shipped.

Please consider the following timeline regarding refunds:

5 to 10 business days for us to receive your return from the shipper
3 to 5 business days for us to process your return
The time it takes your bank/credit card company to process the refund request
We'll notify you via e-mail of your refund once we've received and processed the returned item.

Orders that are paid for with a credit card and returned will be assessed a $3.00 processing fee.

We do not refund shipping costs or credit card fees. They will be deducted from the total amount of your refund.

Please note: Only products purchased at solsticemed.com may be returned for refund or exchange.

If you have questions about returns or exchanges, please contact us by phone at 1.888.221.3496 or via email at orders@solsticemed.com.

For your protection and to ensure prompt delivery, we recommend that you send your return via DHL, Fed Ex, UPS or registered mail. Shipping fees are not refundable.


All returns should be addressed to:
Solsticemed.com Returns Department
215 W. Ann Street
Los Angeles, CA 90012

Once your return has been received, a credit or refund will be issued within 30 days and an e-mail confirmation will be sent.


Returning Sexual Well-Being Items
We are sorry, but, unless they have a manufacturer defect, we do not accept returns for items purchased from our Sexual Well-Being store. We will credit or exchange unused, defective items only. Please return the unused items in their original packaging within 30 days. Items returned without original packaging will not be refunded.

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