ordering information

Personal Checks are accepted but must be cleared before order is released for shipment..

CREDIT CARD REVERSALS

A notice for customers who pay by credit card then request the valid charge to be removed from their bill: If you pay for your order via credit card then that charge is refused through your card company a processing fee of $50 or 50% of the order total, whichever is greater, is added to the order total. Chargeback notices are sent to merchants for many reasons. Your card issuing bank will allow you the opportunity to review and accept only the charges that are valid. If you choose to force a chargeback then pay for the order via money order we still have a negative report on our merchant account. This negative image is not something we want so our fees are high for processing this problematic issue. We have found most people are willing to review their card statement along with our documentation when an issue arises. We do not want to accept payment by other method when we have incurred costs and a negative report, two items which have concrete expenses and unmeasurable liabilities. If excessive use of credit cards (along with the interest associated with carrying a balance on your card) is a problem, please use a money order/cashier's check to pay for your Solavedi order.

MINIMUM ORDER

All Orders for WILL CALL - PICKUP

If you would like to pick up your order in person at our Old Saybrook CT cottage please place your order via email or by phone and tell us you WILL CALL to PICK UP. "Will Call" hours are from 10:00 AM to 6:00 PM. There is no storefront at the Will Call Cottage Pickup location, and the service is "self serve". Please do not knock on the door for customer service as we cannot provide this level of personal service during production hours.

To order via ONLINE ORDERING

Upon online submission, you will receive an automatic email confirmation of your order. This will include a list of the items ordered and how to contact us for more information about your order.

To order via PHONE

To order via SNAIL MAIL

We suggest you use the ONLINE ORDERING to calculate your shipping. This also allows you verify the products you desire to order.

When you use the ONLINE ORDERING for mailed in orders there is a stopping point (prior to entering a credit card number) where you can print the order. Please print and send this order page since the information is legible for all items and this makes your order process faster. Thank you.

SHIPPING RATES

The ONLINE ORDERING shipping charges for any order with a destination in the USA or Canada is fixed at $12 flat rate which is far lower than actual rates we are charged by UPS in most cases. In the event that your ONLINE ORDER is very very small, we will adjust/reduce the shipping charge accordingly but we will never increase it (except for International orders)

International Shipping is based on the weight, dimensions and destination of your package. All carriers base their rates on the weight of a package and the distance it is traveling. We do the same. We don't charge shipping based on the dollar value of the merchandise you are buying.All foreign orders must submit a shipping quote request to us at: solavedi@aol.com Please note that all orders will have appropriate insurance charges added to insure your package.

ORDER ALTERATIONS AND CANCELLATIONS

ORDER TRACKING

All orders submitted via Online Ordering and shipped through UPS will have an automatic email notification of the tracking number. Do not use the tracking form for requesting such information. The tracking form is ONLY for packages not delivered within a certain amount of time. Allow UPS 7 to 10 business days, and USPS 7 to 21 business days, to deliver your package. Canadian, AK and HI orders take longer than 48 contiguous state shipments and orders being shipped outside the US and Canada take the longest. Please only submit your request if your package has not arrived in the times stated above.

Most tracking requests find the order is scheduled to arrive in the next 24 hours.

REFUSED SHIPMENTS

All shipments which are refused at the time of delivery will be issued an in-store credit for any item costs remaining after return shipping charges and 25% restocking fee are deducted. We will not issue a refund for the initial shipping charges and/or rush fees. Any additional transportation charges incurred due to the refusal will be charged to the customers account and/or credit card.

If your package was damaged in transit you must notify us within 2 business days so we can make a claim with the carrier.

Notification of damage or missing items after 2 days will require you to file a claim with the carrier on your behalf. We will provide all tracking numbers, receipts and shipping information for you to complete the claim paperwork.

We can not be responsible for missing item claims if you fail to contact us in a timely manner. Please check your package and contents carefully, marking the packing slip as each item is unpacked.

If we are able to file the claim for you we will ship a replacement as quickly as possible. Do not discard the damaged packaging in the event the carrier would like to inspect the box and contents. Damages are rare yet they do happen.

ADDRESS CORRECTION CHARGES

We request a "ship to" address. If this address is submitted incorrectly we will get billed by the carrier to correct the problem. Solavedi must collect any additional charges billed to us regarding an incorrect address. Please review each step of your order and double check your triple checked addresses. The best time to avoid address correction charges is before the final submit button.

Do not have the package rerouted by UPS, there will be an address correction bill sent to you.
Failure to provide a suite or apartment number will also incur the address correction charge.

Please help us by giving a complete address which includes company names, floors, apartment or suite numbers. Thank you!

Any packages returned to us due to an incomplete address on the order will be charged return shipping charges to get the package(s) back to SOLAVEDI as well as additional shipping charges to re-ship the package. Outgoing and return shipping charges are not refundable for a returned package due to incomplete addresses.

Address correction fees are $10 per box in a Ground shipment, and $15 per box in an Air shipment.

It is the sole responsibility of the customer to evaluate, test and determine the fitness and suitability of any product for their use. Do NOT order great quantities before you test. We offer free samples gladly! Testing is the only way for you to determine which products are suitable in your final product. We feel bad when customers order 300 bottles only to find they are too tall for the box already purchased.

If you need help with a product please contact our support staff at solavedi@aol.com You may contact our technical staff before, and after, the sale.

If you have concerns or questions we would love to hear from you. If a product is not performing to your expectations please let us know, we would love to help you. We guarantee our products and will help you achieve top notch results so you can feel comfortable ordering even though we can not accept returns. We feel our pre-release product testing is one of our top services!

SAMPLES

We will send body butter, facial skin care and massage oil samples with any order if the request is made at the time the order is placed. Sample requests are filled on an "as available" basis and not a guarantee of receipt. We strive to keep stock on our shelves for samples but from time to time we run out. We will do our best to get the samples you have requested.

We hope this will allow you to evaluate the products and order greater quantities of the most appropriate for your application.

RECEIPT REPRINTS

We are often asked to reprint every receipt for a single year for tax purposes. If an order arrives to you without a receipt please contact us immediately so we can fax, mail or scan/email a free copy. However, if you need a copy of a receipt for any other reason (taxes, misplaced, research) we now charge $ 2.50 per invoice number to research, print and mail or fax the copies.

We never test our products on animals, nor do we support suppliers who do. We purchase our ingredients from local growers and distributors whenever possible, and, when not possible, we select only the most reputable organic and conscious purveyors.