FAQ

You can choose from a variety of shipping options for your order. Shipping costs are based on the dollar amount of your order and shipping service level you choose. Please check the table for our standard shipping rates *applies to retail customers only:

These numbers are estimates based on our most common orders. You are able to track your package through USPS.com using the tracking number associated with your shipment. Please notify us if you do not receive your order.

These rates are subject to change at any time.

Please be aware that additional charges may apply for heavier items.

For Express Delivery (Overnight or 2nd day) , please call toll fee 1.888.221.3496 for a quote.

Your complete satisfaction is our ultimate goal. You may return any item shipped by solsticemed.com, keeping the following in mind:

• Returns and exchanges are accepted within 15 business days of receipt of shipment. These returned items must be unopened and in new condition.
• We'll request a refund after we receive and process your return. A refund of the purchase price, excluding the shipping, will be made promptly upon receiving the merchandise in the same condition in which it was shipped.

Please consider the following timeline regarding refunds:

• 5 to 10 business days for us to receive your return from the shipper
• 3 to 5 business days for us to process your return
• The time it takes your bank/credit card company to process the refund request
• We'll notify you via e-mail of your refund once we've received and processed the returned item.
• Orders that are paid for with a credit card and returned will be assessed a $3.00 processing fee.
• We do not refund shipping costs or credit card fees. They will be deducted from the total amount of your refund.

Please note: Only products purchased at solsticemed.com may be returned for refund or exchange.

If you have questions about returns or exchanges, please contact us by phone at 1.888.221.3496 or via email at orders@solsticemed.com.

For your protection and to ensure prompt delivery, we recommend that you send your return via DHL, Fed Ex, UPS or registered mail. Shipping fees are not refundable.

All returns should be addressed to:

• Solsticemed.com Returns Department
• 215 W. Ann Street
• Los Angeles, CA 90012

Once your return has been received, a credit or refund will be issued within 30 days and an e-mail confirmation will be sent.

Returning Sexual Well-Being Items

We are sorry, but, unless they have a manufacturer defect, we do not accept returns for items purchased from our Sexual Well-Being store. We will credit or exchange unused, defective items only. Please return the unused items in their original packaging within 30 days. Items returned without original packaging will not be refunded.

If you have a solsticemed.com account, you may act quickly to cancel an order yourself on our website by using the following steps:

• Click the "my account" link located in the upper right corner of any solsticemed.com page.
• Click "orders"
• When your orders list appears, choose the order you wish to cancel by clicking on the order number.
• When that order page appears, simply click on "click here" where indicated to cancel your order. This is located at the bottom of your order information under the blue "Print order" and "View all orders" buttons.
• You will then be asked to confirm that you wish to cancel the order.
• Please be aware that the message "Cancel request being processed" does not mean that the cancellation is finalized. It simply means that a cancellation attempt is underway. You will need to revisit your list of orders at a later time (usually within 20 minutes) to confirm cancellation.

If you receive an e-mail message that we were unable to cancel your order, or the order status reads as "processing" after you have attempted cancellation, please contact a Customer Care Specialist immediately by phone. While we cannot guarantee that your order can be cancelled, we will do our best to halt shipment. You can reach a Customer Care Specialist by dialing 1-888-221-3496.

If you wish to edit or modify an order that has already been placed, you will be able to make the necessary changes for approximately 2 hours after the order is placed. During this time, you will also be able to successfully cancel your order, if required. Changes to your processing order can include billing information, the shipping address, and/or item quantity modifications.

If changes to your pending order are possible, the order will be cancelled and the items from the order, as well as any credits or promotions, will be automatically re-added to your shopping bag. You can then re-place the order after making the desired revision(s) to the purchase. A new order number and confirmation email will be generated. The confirmation email will be identical to the ones currently sent with the exception that it will contain a link titled "edit an order that is still processing."

We are very sorry to hear that your order arrived damaged or defective. Solsticemed.com tries to always provide the highest level of service possible.

You have 5 business days to report receipt of damaged goods. These items must remain in its original packaging for inspection by the shipping carrier.

We will be happy to replace the damaged/defective items in your order. Please do not throw away the damaged/defective items until you have spoken with a Customer Care Specialist who will advise you and how to return the damaged goods.

To have this issue resolved in the most time efficient manner, we ask that you contact a Customer Care Specialist by e-mailing us using the following address: orders@solsticemed.com

In your e-mail, please include the following information:

• Your order number.
• The name of the product you received damaged or defective.
• Whether you prefer a refund or a replacement order.

A Customer Care Specialist will respond to your message as quickly as possible.

We sincerely apologize for any inconvenience receiving this incorrect item has caused. Please verify that the product you did receive is not listed in your order by following the instructions below:

• Review the shipment confirmation e-mail you received when your order shipped.
• Or, customers with a solsticemed.com account can click the "your account" link in the upper right corner of any solsticemed.com page.
• Click "orders"
• Choose the order number from the list provided.
• Scroll down to view the items that were ordered.
• If the item that you received is not listed, please e-mail us using the following address: orders@solsticemed.com

In your e-mail, please include the following information:

• Your order number.
• The name of the product you received damaged or defective.
• Whether you prefer a refund or a replacement order.

A Customer Care Specialist will respond to your message as quickly as possible.

Orders shipped to California will be subject to applicable local 8.75% sales tax.