Order Information

Can I change or cancel my order?

If you haven’t yet received shipping confirmation, we may be able to process an address change or cancellation. Please reach out to us here, select the appropriate category, and we’ll make every effort to accommodate your request!

Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed for shipment.

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

What if I have not received my order?

If an item from your order is yet to arrive, please be patient as it is more than likely being shipped from one of our global warehouses in. Feel free to contact us at contact@gotsola.com for an update on the status of an order.

What do I do if my order arrived damaged, incorrect, or incomplete?

If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future.

We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.

Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us here. We’ll resolve your issue as soon as possible!

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

What do I What happens if you run out of stock of an item I’ve already ordered?do if my order arrived damaged, incorrect, or incomplete?

In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

Once I place an order, when will my account be charged?

If you place an order on our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us here.

Can I get a different size or color than what is offered through the store?

No. If a size, color, or other variant doesn’t appear online, it is not currently available.

What if the item I ordered arrives and it doesn’t look like the photo on the store?

Often times the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.

Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you.

Can I place an order over the phone?

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us here and we’ll do our best to help.

Shipping Information

When will my order ship?

In most cases, orders ship within 2-7 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

How long will it take for my order to arrive, once it ships?

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted.

International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.

Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.

My item was shipped, but still hasn’t shown up. Is it lost in the mail?

You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

For orders shipping within the US: if you have not received your package within 3-4 weeks after it ships, please reach out to us here as soon as possible so we can resolve the issue for you.

For orders shipping outside of the US: if you have not received your package within 6 weeks after it ships, please reach out to us here as soon as possible so we can resolve the issue for you.

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us here to look into it for you.

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

Returns & Exchanges

My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?

Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us here and we’ll do our best to help!

How do I begin the process of returning my order for a refund or an exchange?

Please contact our team by emailing us here before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.