Solluna Shipping Policy: US & INTERNATIONAL

General Guidelines

Shipping information cannot be changed or updated once the order has been processed by the warehouse and shipped from our facility. Please make sure that all information under shipping is correct before finalizing and placing your order. We are not able to guarantee changes can be made once order has been placed.
Orders may be delayed from shipment due to discrepancies in payment or billing/shipping information. Transit time may be extended due to incomplete shipping address (i.e. missing or invalid apartment number/street number), weather conditions, or general carrier delays/issues. We are not able to reship or refund orders that are not received due to incorrect addresses.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
We do not support or allow for the shipping of orders to freight forwarders, and cannot provide necessary paperwork if done so. Orders lost in transit with freight forwarders are not eligible for replacement orders covered by Solluna.

Domestic Orders:

Your domestic order is typically shipped within 1-2 business days from our fulfillment center. Our fulfillment centers are located in AZ, GA and PA. The shipping type selected will determine the speed of your delivery Standard Ground , 2-Day Express (Faster ), 1-Day Expedited (Fastest)**. Shipping carriers are selected by our warehouse to give you the best rate possible, we do not currently offer selecting your own carrier. Please note times are estimates given by the carriers, however, carriers do not guarantee shipping times so please note these are estimates, not guarantees.

**Standard Ground

Orders that are placed before 9am EST will be processed at fulfillment center same day. Orders that are placed after 9am EST will be fulfilled the following day. Delivery with Standard Ground is typically within 4-6 business days after the order is fulfilled depending on the delivery address. If you place an order on Friday after 9am EST it will be processed on Monday, the next business day.

**2-Day Express option - Offers 2-day shipping to in the Contiguous US.

Orders that are placed before 9am EST will be processed at fulfillment center same day and are usually delivered within 2 days. Orders that are placed after 9am EST will be fulfilled the next business day and delivered within 2 business days after the order is fulfilled. If you place an order on Friday after 9am EST it will be processed on Monday, the next business day.

Due to carrier limitations, the following are not eligible for the 2-Day Express Express shipping option:

Out of stock items
Dangerous goods
Orders shipping to Alaska, Hawaii, Puerto Rico, military addresses, and PO boxes

**1-Day Expedited (Overnight)

Orders that are placed before 9am ESTwill be processed at fulfillment center same day and usually delivered the next business day. Orders that are placed after 9am EST will be fulfilled the next business day and delivered within 1 business days after the order is fulfilled. If you place an order on Friday after 9am EST it will be processed on Monday, the next business day.

Missing Packages:

If your tracking states your package was delivered and you have not yet received it, please verify your shipping address is correct on your order. We are not able to include special delivery instructions to the carriers nor are we able to take responsibility for any lost or missing package issues after tracking shows they were delivered.

Note: Sometimes tracking will show as delivered a day or two before actual delivery. If you have not received it after 2 business days, please let us know!

Solluna is not responsible for any lost packages. Customers can request to file a claim after the below with the carrier about a lost package after the below stated time frames below by emailing us at love@mysolluna.com. Acceptance of claim is not guaranteed and not determined by Solluna. Solluna can file a claim on your behalf but we do not decide the outcome, the carrier does.

In order to file a claim for a missing package the package must go 20 days with no update in tracking from the carrier for Contagious US based shipments
In order to file a claim for a missing package the package must go 30 days with no update in tracking from the carrier for International shipments and shipments outside of the Contagious US.
We are not able to file lost in transit claims or offer refunds for orders marked as "Delivered" or orders that have a final scan.
We are unable to file claims if the tracking says "Arrival in Destination Country".
We are unable contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide any further information from what is applied and shown on their tracking portal.
In instances of no carrier tracking, since packages are not scanned out of the fulfillment centers immediately upon pickup, their support does not have visibility of whether this shipment is in their possession.
All claims filed for packages lost or damaged in transit must be filed within 90 DAYS of the ORIGINAL ship date. Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
If the Insurance Value is over $300, a signature will automatically be required and charged.
If the order is NOT insured, we can only provide instant refunds for up to $100 of the total value of the item(s). Orders come with $100 worth of insurance, if your order is more than $100 in value you need to request additional insurance.
APO/FPO/DPO addresses are considered international by the carriers and are held to the 30-day tracking requirement before moving forward with a lost in transit claim.

INTERNATIONAL ORDERS:

IMPORTANT PLEASE READ: ALL SALES ARE FINAL AND NON-RETURNABLE FOR INTERNATIONAL ORDERS

Are you shipping to my country?

Our goal at Solluna is to provide as many people as possible access to our products; in line with this vision, we ship worldwide. Unfortunately, there are a few countries around the globe that we do not ship to since either local government policies (e.g., embargos) or logistical challenges prevent us from securely, quickly, and reliably sending our products to them.

How much do I pay for shipping?

The cost of shipping your order depends on your location, the size of your order, and the service level you choose for shipping (Express vs. Standard). Our commitment to you is that we are 100% transparent with all international shipping costs in terms of shipping rates and Landed Costs (i.e., duties and taxes/fees) we now only offer a DDP (delivery duties paid). There will be no additional costs for you when your package arrives to you. As of 8/1/2024 at 5pm EST we no longer offer a DDU option (delivery duties unpaid),

What shipping service levels do you offer?

Solluna offers multiple shipping services for Express and Standard shipping with coverage across international destinations. Flavorcloud’s technology solutions allows for merchants to customize the shipping services that best suits their needs. This gives you the experience of a high-quality, reliable carrier while reducing shipping rates and fees to pay as little as possible in shipping costs.

Express Premium and Express Economy are designed to provide exceptional first class shipping service where merchants and buyers are looking best in class service and the fastest time in transit.

Standard Premium and Standard Economy provide a best in class solution for merchants and buyers who are more cost conscious and have the flexibility to work with Standard shipping times in order to provide a cost effective shipping solution for their customers.

For a few select remote areas, Express shipping may be the only available shipping option due to the remoteness of the country, but that is the exception.

How are shipping rates calculated on orders?

Shipping rates are typically calculated based on the weight and size of your parcel. They will also vary based on your chosen service level and your local delivery address.

How long will it take for my order to arrive?

The delivery time varies depending on the route/destination. Once the package leaves the warehouse, it typically takes 2-5 business days for Express shipments to arrive. Standard shipments usually take between 6-14 business days. Note that this time range does not include fulfillment time in the warehouse or any delivery delays due to customs clearance, extreme weather, or pandemic-related conditions. It can take up to 48hours from the time you placed your order for the order to leave the warehouse.

Why do I pay duties and taxes?

Duties and taxes are collected on imports and some exports by a country’s customs authorities. A good’s value will usually dictate the import duty, and the duties also can vary by product category. Depending on the context, an import duty may also be known as a customs duty, tariff, or import tariff. The duties are mandatory and must be paid, whether the fees are paid by the shipper or (as typically is the case) by the customer/recipient. Other factors besides the good’s value define the amount of duties to be paid, including trade agreements between countries and specific customs authorities. For example, some countries have minimum thresholds in terms of good’s value below which no duties apply (AKA “de minimis” value)

In addition to duties, many governments levy a tax on imports. Like duties, import taxes are usually a percentage of the good’s value. Also, some countries charge a variety of taxes on the goods imported. For example, Canadian provinces charge a variety of taxes – from a goods and service tax (GST) to a harmonized system tax (HST) to a retail sales tax (RST).

How do I pay duties/taxes?

If duties and taxes apply, you will pay duties and taxes at checkout when you place your order when paying DDP (delivery duties paid). Duties and taxes are based on the full retail cost of the product, discounts are not taken into consideration. This is a system setting that we are not able to change. This way, you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered. DDP also ensures faster customs clearance and predictable, lower landed costs since it is managed by our service provider’s network. Orders processed before 8/1/24 at 5pm EST were shipped via DDU, In the case of DDU, you will be asked to pay duties and taxes when the order is delivered to you.

How can I track my order?

Solluna provides you with a tracking number and link when your order is being fulfilled. You can track the status of your order through this tracking number and link as soon as your items have been picked up from the warehouse and scanned by the carrier, further updates are posted as your parcel is in transit and ultimately delivered to you.

What if my order becomes stuck in customs?

First, we want to let you know that most shipments make it through customs without delays with using DDP, as they are part of our managed service network. That said, customs authorities review a shipment from time to time, known as formal clearance, and may ask for additional information before the customs authorities clear the shipment for final delivery. If we need additional information from you to get your shipment cleared by customs, we will let you know. Reviews by customs authorities can take as little as a few hours but occasionally last much longer for days or even weeks, depending on the country and their workload at the time.

Can I change the receiver of the parcel once it has been shipped?

No. Consignee or recipient address cannot be changed after an item has been exported out of the country. Before a parcel leaves the country FlavorCloud, as third-party EOR (exporter of record), does declarations and denied or restricted party screening. As a result, changing the consignee entirely poses a significant cost and compliance risk.

Can I change the parcel address once the item has been shipped?

Once your item has been labeled the address can no be changed.

Can I ship to a hotel/temporary address?

We strongly discourage shipping to hotels or similar temporary residences.

Shipments to hotels are highly problematic not just due to the potential to be incorrectly designated as B2B shipments, but also as there’s usually a short window of time to clear them; they often deal with non-residents/non-nationals in a foreign country trying to import; and there is a high likelihood confusion among carriers, customs, merchants, and consignees.