Thanks for asking! Shipping takes between 9 and 15 days.
How can I track my order?
In our automatic order confirmation email we have provided the link to our tracking page. If you want to go there manually, here is the link: https://solvee.ca/pages/track-order
I don't see any update in tracking?
Don't worry! Our processing time is between 1 and 3 days, so there may be a delay in updating the tracking information. Sometimes it happens that there is still no update after 3 days. This can be the case if the transport company does not release a new update. If you still don't see an update after 8 days, please send an email to support@solvee.ca.
The tracking says "delivered" but I haven't received anything yet?
Don't worry, we will fix it for you. Please send us an email to support@solvee.ca. It could be that the package was left at the local post office, the courier delivered it to the wrong address, an incorrect address was provided, or the package was lost in transit.
Troubleshooting
I received a different product, what now?
We apologize for this! Please send us an email to support@solvee.ca. with a picture of the incorrect product. We will send you the correct product as soon as possible. You can keep the incorrect product.
The product is damaged/defective, what now?
We apologize! We do our best to ensure quality, but with so many orders every day, sometimes things can go wrong. Please email us at support@solvee.ca with a photo of the damaged product. If it is an electronic product, please send us a video showing that the product is not working. We will send you a replacement product. You can keep the defective product.
Return And Refund
I want to return my product. What now?
Please send us an email to support@solvee.ca and fill out the return form you receive from us. Make sure you email us within 14 days of receiving the product to let us know you want to return it. We will not accept returns after 14 days.
How can I return the product?
Once we have confirmed that you are eligible for a return, we will send you a return label. After receiving the return label, you have 14 days to send the product back to us. After this time, we will not be able to issue a refund.
I have already returned the package myself. What now?
If you return the package to the sender on your own, it will not be received by us. In this case, we will not issue a refund. So please wait until we have sent you a return label.
Who bears the costs for the return shipment?
The return costs are borne by the customer. You will receive a return label from us. This costs CAD $16. We will deduct this from the amount we have to refund you.
When will I get my money back?
Once we receive the return, the money will be in your account within 7 working days.
