Shipping & Refund Policy

We ship to most countries and territories. However, we do not ship to destinations subject to United Nations sanctions, comprehensive trade embargoes, or export control restrictions that prohibit the sale of our products to the destination country. If your shipping destination is restricted, our sales team will inform you at the RFQ stage.

All shipments must be delivered to a commercial or business address. We do not deliver to residential addresses, P.O. boxes, or personal parcel lockers. The shipping address you provide must match a verified business location and may be cross-checked against your account registration details.

The buyer (importer of record) is responsible for customs clearance, import duties, value-added taxes (VAT), and any other charges levied by the destination country's customs authority. SolaxBulk provides the necessary export documentation — including commercial invoice, packing list, certificate of origin, and bill of lading — but does not act as the importer of record.

Production time is the period required to manufacture, assemble, or prepare your order for shipment. Standard production lead times are 7–15 business days for in-stock or standard products, 15–30 business days for custom OEM/ODM orders, and 30–45 business days for large-volume or private-label orders requiring custom tooling.

Production begins only after the deposit payment has been received and the order specifications have been confirmed in writing by both parties. Delays in artwork approval, specification changes, or payment processing will extend the production timeline accordingly.

Shipping time is the transit period from our warehouse in Shenzhen, China, to your destination port or address. Transit times vary by shipping method: sea freight typically takes 15–35 days depending on the destination port; air freight takes 3–10 days; and express courier (for samples or small parcels) takes 3–7 days.

These are estimated transit times only. Actual shipping times may be affected by port congestion, customs clearance delays, weather conditions, peak season congestion (particularly October–January), and other factors beyond our control.

As a general guideline, a standard in-stock order shipped by sea freight to a major port in North America or Europe typically arrives within 25–40 business days from order confirmation. Custom OEM/ODM orders may take 45–70 business days from confirmation to delivery. Your sales representative will provide a more precise timeline in the proforma invoice.

After you submit an order or RFQ, our logistics team calculates the shipping cost based on: total cargo volume (CBM) and gross weight, shipping method (sea freight, air freight, or courier), origin port (typically Shenzhen or Guangzhou, China), destination port or airport, applicable Incoterms (FOB, CIF, DDP), and current freight market rates.

Freight rates fluctuate based on market conditions, fuel surcharges, and seasonal demand. The shipping cost quoted in your proforma invoice is valid for fourteen (14) days from the date of issuance. If the order is not confirmed within this period, the freight rate may be re-quoted.

We offer two primary freight methods for B2B bulk orders: sea freight (LCL — Less than Container Load, or FCL — Full Container Load) is the most cost-effective option for large-volume orders and is recommended for orders exceeding 1 CBM; air freight is faster and suitable for urgent or high-value orders where transit time is critical, though costs are significantly higher.

For orders that require door-to-door delivery, we can arrange DDP (Delivered Duty Paid) shipping, where we handle freight, customs clearance, and final-mile delivery to your business address. DDP quotes include all duties and taxes but are available only for select destination countries.

We support the following Incoterms (International Commercial Terms): FOB (Free On Board) — the buyer arranges and pays for freight from the origin port; CIF (Cost, Insurance & Freight) — SolaxBulk arranges and pays for freight and insurance to the destination port; EXW (Ex Works) — the buyer arranges all shipping from our warehouse; and DDP (Delivered Duty Paid) — SolaxBulk delivers to the buyer's address with all duties paid.

Unless otherwise specified in the proforma invoice, the default Incoterm for sea freight is FOB Shenzhen, and for air freight is FCA Shenzhen.

Product prices displayed on our website do not include shipping, customs duties, or insurance unless explicitly stated in the proforma invoice. Shipping costs are listed as a separate line item in the PI and must be paid together with the order balance before shipment.

For sea freight shipments, we provide the bill of lading (B/L) number, vessel name, and estimated time of arrival (ETA) at the destination port. You can track vessel progress through the shipping line's website or a port tracking service. Our team will send you milestone updates: vessel departure, transshipment (if applicable), and estimated arrival.

For air freight shipments, we provide the air waybill (AWB) number, which can be tracked on the carrier's website (e.g., DHL Aviation, Cathay Cargo, Emirates SkyCargo). Air freight tracking is updated in near real-time from departure through arrival.

For sample orders or small parcels shipped by express courier (DHL, FedEx, UPS), a standard tracking number is provided that can be tracked door-to-door on the courier's website.

Regardless of the shipping method, our sales team proactively sends email updates at key milestones: production completion, shipment dispatch, and estimated delivery. If you have an active account, you may also check your order status through your account dashboard.

Sample prices are higher than bulk wholesale tier prices on a per-unit basis, reflecting the cost of individual handling, packaging, and small-parcel shipping. In many cases, the sample cost can be partially or fully credited toward your subsequent bulk order if the order meets the MOQ and is placed within sixty (60) days of sample delivery.

Samples are shipped via international express courier (DHL, FedEx, or UPS) for fast door-to-door delivery. The shipping cost for samples is calculated based on the actual or volumetric weight (whichever is greater) and is quoted separately from the sample unit price.

Unless otherwise agreed in writing, the buyer is responsible for the sample shipping cost. For approved business accounts with confirmed bulk-order intent, SolaxBulk may, at its discretion, cover the sample shipping cost for the first sample per product. This is evaluated on a case-by-case basis by the sales team.

Sample orders are non-returnable and non-refundable, except in cases of product defect or incorrect specification (see Section 8). Samples are sent for evaluation purposes and cannot be returned for credit after they have been used or evaluated.

Once production has commenced on a confirmed order, the order cannot be cancelled, and payments made are non-refundable. This is because raw materials have been procured, production slots have been allocated, and labor has been committed specifically for your order. Cancellation requests submitted before production begins may be accepted subject to a restocking fee of up to twenty percent (20%) of the order value.

Returns are accepted only under the following circumstances: (a) the product received does not match the specifications confirmed in the proforma invoice; (b) the product arrives damaged or defective (see Section 8); or (c) SolaxBulk shipped an incorrect product or quantity. Returns for buyer's change of mind, over-ordering, or market-related reasons are not accepted.

All returns must be pre-authorized by our sales team. To request a return, contact us within seven (7) business days of receiving the shipment, providing your order number, a description of the issue, and photographic evidence of the product and packaging. Our quality team will review the claim and issue a Return Authorization (RA) number if the return is approved.

If the return is due to a SolaxBulk error (wrong product, defective goods, or quantity mismatch), SolaxBulk will cover the return shipping costs either by arranging a pickup or reimbursing the buyer's return freight upon receipt of the returned goods. If the return is due to a specification dispute where both parties share responsibility, return shipping costs are negotiated on a case-by-case basis.

Approved refunds are processed within ten (10) business days of receiving and inspecting the returned goods at our facility. Refunds are issued via the original payment method (bank wire transfer). For credit toward a future order, the refund amount can be applied as a credit note to your account, valid for six (6) months from the issue date.

Upon receiving your shipment, you must inspect the goods immediately and before signing the carrier's delivery receipt. If visible damage to the outer packaging is observed, note the damage on the delivery receipt before signing. If the damage is concealed (not visible until the packaging is opened), you must report it within seven (7) business days of delivery.

To file a damage or defect claim, contact our sales team within seven (7) business days of delivery with the following documentation: order number and proforma invoice reference, clear photographs of the damaged packaging and product, a written description of the defect or damage, and the quantity of affected units. Claims submitted after the seven-day window may not be eligible for replacement or refund.

For quality disputes where the product specification is in question, SolaxBulk will request that a sample of the disputed goods be returned for inspection by our quality control team. If the defect is confirmed to be a manufacturing issue attributable to SolaxBulk, we will provide one of the following remedies at our discretion: replacement of the defective units at no additional cost, a proportional refund for the defective units, or a credit note applicable to a future order.

If damage occurred during transit and was noted on the delivery receipt, the claim may need to be filed with the carrier or freight forwarder. SolaxBulk will assist you in filing the carrier claim and provide all necessary supporting documentation, including the commercial invoice, packing list, and photos taken before shipment. Carrier claims are subject to the carrier's liability limits and processing timelines.

For shipments insured under CIF or DDP terms, SolaxBulk will file the insurance claim on your behalf and coordinate the inspection and settlement process. Insurance typically covers total loss or major damage but may not cover minor cosmetic damage. The insurance settlement amount is determined by the insurer and may take 30–60 days to process.