Customer Care
What is your return policy?
Refunds and exchanges are accepted within 30 days from receipt. If bags show any signs of dirt or are not in re-sellable condition we cannot process the return or exchange. Any items that have been customized are not eligible for return.
How do I return an item?
Use the SOLAR website to inform us that you have a return or exchange. Within the email please explain the reason for the return or exchange and your order number (if possible). SOLAR will email a pre-paid return shipping label. Use that label to return your item(s). Include with the package a summary explaining the reason of your return or exchange (i.e. different color backpack or a refund). If you ask for a refund, the returns department will automatically refund the card used for the original purchase minus the restocking fee – if item(s) passes inspection.
Please include your: Name, Address, Email Address, Phone
Does your product have a warranty?
The Solar Brand stands behind the integrity of our brand. Solar Brand products have a 90-Day Manufacturer's Warranty. If you suspect that your item(s) has a defect please submit an email [info@thesolarbrand.com] include pictures of said defect. The returned item(s) will be inspected to insure a manufacturer's defect. If the item(s) is found to be defective OR non-defective the customer will be notified in writing.
If item(s) is found to be defective, The Solar Brand will ship a replacement item. If the returned item is found to be non-defective (returned for normal "wear and tear") the customer will be responsible for the shipping cost to return the item(s) to its owner.
I misplaced my prepaid return label. How can I get one replaced?
Please send us another email [orders@thesolarbrand.com] informing us that you are unable to locate your return shipping label. Within your email please include your order number (if possible). We will email you a replacement label. Please include your: Name, Address, Email Address, Phone
Is your product sold outside of the US?
Yes, The Solar Brand has relationships with retailers in Australia, Canada and United Kingdom. Please use the Contact Us page and we will have our retailers contact you directly.
How long does it take for me to get a refund?
It could take 4-5 business days for the delivery of your returned item(s). Once the item(s) have received and inspected (usually within 3 business days) your refund will be processed and automatically applied to the credit/debit card used to during the original purchase within 5 days. Note that it may take up to 10 additional business days for the refunded amount to be credited to your account (dependent on your issuing bank).
What is the shipping process?
Orders that are processed prior to 2:30pm CST generally ship the same day. Any orders with customization generally ship within 3-4 business days.
Does First-Class International Shipping offer insurance?
USPS does not offer insurance for First-Class International Mail. Packages shipped with this method will have a custom's number, but that number is not a "tracking" number. Also, USPS does not guarantee delivery of the package shipped via First-Class mail.
How can I tell if an item is on backorder?
When you visit our Shop page you will see a message stating “Out of Stock."
You sent me an email letting me know that my order has shipped, but the tracking number isn’t working. Why?
The tracking number will activate at the end of the business day in which the order ships. Please wait until the end of the business day to track your order. If the tracking number still is not activated, please call customer service.
Do you offer team discounts?
Yes, SOLAR does offer team pricing to customers. On our Contact page you can send a message. Use Team Pricing as your subject title.
Can I return a personalized item?
Personalized items are not eligible for refunds and/or returns. Personalized items are only eligible for return and/or refund if a name is misspelled because of our mistake.