Frequently Asked Questions

Can I cancel my order?
While cancellations may be possible, we reserve the right to accept cancellations on a case-by-case basis. Please note that if your cancellation request is approved, a 15% restocking fee (min. fee of $10.00) will be deducted from your refund amount. If an order has been shipped, we can't accept a cancellation; instead, please refer to our return policy.
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Why hasn't my order shipped?
Your order may not have been shipped yet because:

  1. Your order was placed with a suspended shipping method. Per the warning displayed during checkout, we are now holding your order until your selected shipping method resumes service. If you would like to change your shipping method to an available one, please contact our support team.
  2. Your order includes a pre-order. In this case, your order won't ship until the pre-ordered item has released since we generally ship orders once all items are available. If you wish to split your order so in-stock items can ship out sooner, please contact our support team. (This can result in additional costs due shipping multiple shipments.)
  3. While we work our hardest on getting orders out in a timely manner, there can be a delay with shipping. If it has been more than two weeks since your order was placed and you believe it should've been shipped by now, please contact our support team.
Do I have to pay customs tax for my order?
Unless you live in the US, there is a very good chance you will need to pay import fees on your order. These fees are your responsibility and we will never collect import/custom taxes for a shipment.

We offer a customs-friendly invoice tool that you can see on the checkout page. This tool lets you decide the value you would like included on the invoice. Simply move the slider to the left to decrease the value printed on your order's invoice.
Can I pay later, or in installments?
Unfortunately, no. We don't currently offer any of these options on our end, although there may be payment options available through payment providers like PayPal.
When do I get points for my order?
Points are deposited in your account 7 days after the order has been shipped in full.
My order arrived damaged. What do I do?
Please take photos of the damaged item, the item's box, and the shipping box. Please send these to our customer support team ASAP and do not throw any shipping material away until our team has advised the next steps on how to resolve your issue.
I think my seamail order is lost - can you give me an update?
Seamail shipping can take up to 4 months to deliver and won't update while the parcel is on the boat during transit. This means it's completely normal if your tracking number hasn't shown any updates from the point where it disembarked from the Japanese port. You will see the tracking update once the parcel has arrived in the destination country and has been scanned in.

However, if it has been over 4 months since your order was shipped, please contact our support team so we can launch an investigation with the post office.
How do I change my shipping address?
If you need to change the shipping address for an open order(s), you will need to contact our support team ASAP with your new address.

To update the address associated with your account (unrelated to an open order), you can do so via your account page.

Please note that addresses can't be updated after an order has been shipped. Please contact your local post office if this is the case.
Why are you asking me to pay more for shipping?
There may be a few reasons why additional shipping costs are being requested:

  1. Pre-orders: since we can't determine the exact shipping weight/size of a pre-order item until we receive the item, there is a chance that we will require additional shipping costs to cover the actual, confirmed shipping cost.
  2. In-stock items: shipping costs might increase due to the size or number of items in an order. Some items have very large boxes, so we may be unable to pack them as originally estimated or the items may need to be split into multiple boxes. This can lead to increased shipping costs for your order.
  3. Courier quotes: if you have requested a courier quote, like FedEx or DHL, we will send a quote for the additional cost needed.
What is shipping protection?
Shipping protection covers your package in the case of damage, loss, or theft.

In the unlikely event that your package becomes damaged, lost, or stolen, your order will be insured for a replacement or refund at the discretion of Solaris Japan. Please follow our claim processes should you require a claim for your protected order.