Shipping policy

1. Order Processing Time

  • Standard Processing: All orders are processed within [1–3 business days] (excluding weekends and public holidays) after receiving your order confirmation email.

  • High-Volume Period Notice: During peak shopping seasons, sales, or holiday periods, processing may take up to [3–5 business days].

  • Confirmation: You will receive a second notification email once your order has shipped, complete with tracking details.

Note: Orders placed on weekends or official holidays will begin processing on the following business day.

2. Customs, Duties, and Taxes (Import Fees)

  • Duties & Taxes: SOLSOLUS is not responsible for any customs clearance fees, import duties, tariffs, or local taxes applied to your package upon arrival in your destination country. All fees imposed during or after shipping are the sole responsibility of the customer.

  • Refused Packages: If a package is returned to us because local customs or tax duties were unpaid, any return shipping costs charged by the carrier will be deducted from your final refund.

3. Order Tracking

Once your order has shipped, you will receive an email containing a tracking number and a link to trace your parcel.

  • Please allow 24–48 hours for the tracking information to update on the carrier’s system.

  • If you haven’t received your tracking number within [5 business days] of receiving your order confirmation, please contact us at contact@solsolusofficial.com with your order number.

4. Address Accuracy & Undeliverable Packages

  • Double-Check Your Details: Please ensure your shipping address is accurate and complete at checkout (including unit/apartment numbers and postal codes).

  • Address Changes: If you notice an error in your shipping address, please contact us within [12 hours] of placing your order. Once a package has been dispatched, we cannot alter the delivery address.

  • Returned to Sender: If a package is returned due to an incorrect address provided by the customer, the customer will be responsible for the re-shipping fees.

5. Damaged, Lost, or Stolen Items

We take great care in packaging delicate items securely. However, if an issue arises during transit:

  • Damaged Items: If your package arrives visibly damaged or items inside are broken, please contact us within 48 hours of delivery at [Your Support Email]. Please attach clear photographs of the damaged product and the outer packaging box so we can assist you promptly.

  • Lost or Missing Packages: If your tracking status shows "Delivered" but you have not received your parcel, please check around your residence, check with building security/front desk, or ask family members/neighbors first. If it remains missing, notify us within [5 days] so we can initiate a carrier claim on your behalf.

6. Contact Us

If you have any further questions or require assistance regarding your shipment, feel free to reach out to our team:

  • Email: contact@solsolusofficial.com

  • Customer Care Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Destination Shipping Fee Shipping Timeline Min. Purchase For Free Shipping
West Malaysia FREE 1 – 3 business days —
East Malaysia FREE 3 – 5 business days —
Singapore FREE Order by 12PM Next-day delivery —
Indonesia FREE Order by 12PM Next-day delivery —
Philippines MYR 99 3 – 5 business days MYR 990
Thailand FREE Order by 12PM Next-day delivery —
Vietnam MYR 103 4 – 7 business days MYR 1030
Australia MYR 76 3 – 4 business days MYR 760
United States MYR 144 3 – 7 business days MYR 1440
Taiwan MYR 80 3 – 5 business days MYR 800
United Kingdom MYR 110 3 – 7 business days MYR 970
Other International MYR 150 3 – 7 business days MYR 1500