Shipping policy
SHIPPING
Sollo offers parcel and USPS ground shipping that, after receiving your shipping confirmation email, will usually deliver within 7 days to 10 business days of the order to households in the contiguous United States, with longer ship times to destinations outside the contiguous United States. Shipments are retrieved from our warehouse Monday through Friday.
*Free shipping applies to orders of $75 or more, some limitations apply. For orders under $75, a fee of $5.35 will appear on the screen before you confirm your order.
Shipping for customers in Hawaii, Puerto Rico and Alaska has been upgraded to Priority shipping at a cost of $10 per order.
Priority shipments - orders with priority shipping will be packaged and fulfilled the next business day. Holidays may affect fulfillment times. Please allow 3 - 5 business days for your priority shipment to arrive.
If your package does not arrive, please contact our team to inquire about creating a case on your missing package.
Note: if you are using a discount code make sure the total value after entering the code is at least $45 to avoid shipping cost.
RETURNS & REFUNDS
Sollo does not accept returns. This helps keep our customers and staff safe. Any refund request must be received by Sollo within 30 days from the initial order date.
Refused packages that do arrive back at our business will be reviewed by Sollo and are subject to a $9.00 restocking fee.
Return package shipping costs are not covered by Sollo. Refunds cannot be processed for packages lost in transit, shipping delays, orders forwarded or redirected in transit, insufficient/incorrect shipping addresses, or packages deemed undeliverable due to carrier's judgment. Packages that are returned to our facility with no communication to our service desk will not be automatically refunded. Refund requests must still be received within 45 days of the original order.
Coffee brewers have a 30-day warranty. Replacements will be offered for any manufacturer's defect; brewers are not eligible for refunds or returns.
Gift cards are not eligible for refunds.
For any questions, you have please contact our customer service team at customerservicesollo@gmail.com
DAMAGED OR INCORRECT ORDERS
If your package is damaged or your order is incorrect, we may require photographic evidence to help document the issue and process a replacement. These requests must be received within 7 days of package delivery date.
CUSTOMER SATISFACTION GUARANTEE
Sollo is guaranteed* to leave you satisfied! If you have a problem with our flavor or product function we can help.
We love to work with our customers to find the right match. We process product replacements, partial refunds or store credits, and payment refunds at our discretion. **Note**, satisfaction guarantee based refunds are limited to 24 single-serving coffee or tea pods.
Sampler packs are not covered by our Customer Satisfaction Guarantee.
Please note: Customer Satisfaction Guarantee is valid for up to 45-days of the purchase date. Refund processing times may vary and require 5-10 business days depending on your banking institution, credits may not appear on your account right away. You may need to check with your bank or credit card company if you think there may have been an error, to ensure the refund is processing. If you continue to have issues after 10 days, please contact us by e-mailing customerservicesollo@gmail.com Only one replacement order per customer. Replacement orders and guarantee are for www.vitacup.com purchases only.
RECURRING SUBSCRIPTIONS
Sollo customers have the option to select a subscription at checkout. Subscriptions are by selection only and provide the option to receive a discount on recurring shipments. Subscriptions are never automatically applied to accounts and must be initiated by the customer. Customers who choose to sign up for a recurring subscription will be auto shipped their Sollo purchase every 30 days* by default. PayPal, Apple Pay, and Google Pay are not current payment methods for subscriptions.
Subscriptions may be cancelled at any time, however, if they are cancelled on your renewal date, the subscription order may have already been packaged and become ineligible for cancellation of the individual order. For immediate cancellations, log in to your account at www.sollowellness.com. If your auto-payment has already processed, we cannot retrieve your package. You may not receive any refunds based on a late subscription cancellation. If you need assistance cancelling your subscription, you may email customerservicesollo@gmail.com. Cancellations outside of self-service through your account may take up to 48 hours to process. Any shipments processing within those 48 hours will still be applied to the customer account. We make every attempt to process your requests immediately.
*Any subscription edits or changes can be made by logging into your www.sollowellness.com account.
DISCOUNTS & PROMOTIONS
Promotions and coupon codes and valid for a limited time. Sollo reserves the right to cancel, suspend or decline promotions at our discretion. Coupon codes cannot be combined and only one code is allowed per transaction. Limited time promotions may have terms that fall outside of these stated terms for complete details please email help@vitacup.com.
ORDER CHANGES / CANCELLATIONS
Any cancellations or modifications received more than 1 hour after the initial request will not be applied. For additional information please email customerservicesollo@gmail.com
