FAQ

Store Name: Solz

Website: solz.shop

Welcome to the Solz Help & FAQ Center. To help you find answers quickly, we have organized the most common questions regarding our footwear sizing, shipping transit times, order tracking, returns, and payment security.

Quick Reference Guide

Question Category Key Takeaways & Guidelines
Footwear Sizing Standard US Men’s, Women’s, and Kids’ sizing. Sizing charts on product pages.
Order Processing 1–2 business days (Monday – Friday, cutoff 5:00 PM EST).
Transit / Delivery Time 7–13 business days shipping transit; 8–15 business days total delivery.
Shipping Cost $0.00 (Free Standard Shipping) across the United States.
Return Policy Window 30 days from verified delivery date.
Restocking Fee $0.00 (Zero restocking fee on all returns).
Customer Support Email: support@solz.shop | Phone: +1 (781) 624-5821

1. Sizing, Fit & Footwear Inquiries

How do I know which shoe size to choose?

All our footwear follows standard US sizing across Men's, Women's, and Youth/Kids' collections. Each product page features a dedicated sizing guide. If you are between sizes or have wider feet, we generally recommend sizing up half a size for athletic and casual styles.

Can I try the shoes on before deciding to keep them?

Yes. We encourage you to try on your shoes indoors on clean, carpeted surfaces to check the fit and comfort. Please avoid wearing them outdoors or on dirty surfaces if you might need to return or exchange them.

Are the shoe colors on your website accurate?

We photograph our shoes under balanced studio lighting to capture authentic colors, textures, and materials. Slight color variations may occur depending on your device’s display brightness, resolution, and color calibration settings.

2. Shipping & Order Fulfillment

How long does it take for my order to be processed?

Orders are reviewed, packaged, and dispatched within 1 to 2 business days (Monday through Friday). Orders received before our 5:00 PM EST cutoff time enter processing on the same business day.

When will my footwear arrive?

  • Order Processing: 1–2 business days

  • Carrier Transit Time: 7–13 business days

  • Total Estimated Delivery: 8–15 business days across the contiguous United States.

How do I track my package?

As soon as your shoes leave our fulfillment hub, we will email you a Shipping Confirmation Email containing your official carrier tracking number (USPS, UPS, FedEx, or DHL) and a direct tracking link. Tracking updates typically register within 24 to 48 hours.

Can I change my delivery address after placing an order?

If you notice an error in your shipping details, please email us immediately at support@solz.shop within 2 hours of placing your order. Once an order is processed or in transit with the carrier, shipping addresses cannot be modified.

3. Returns, Refunds & Exchanges

What is your return window?

We offer a 30-day return policy. You have 30 calendar days from the date tracking confirms delivery to request a return.

What condition must the shoes be in for a return?

To qualify for a full refund:

  • Footwear must be unworn, clean, and in original brand-new condition.

  • Shoes must be returned in their original shoe box with all tags and tissue intact.

  • Shoe boxes must be packed inside an outer shipping carton or bag (please do not tape labels directly onto the shoe box).

Is there a restocking fee?

No. Solz charges $0.00 restocking fees across our entire footwear catalog.

Who pays for return shipping?

  • Defective, Damaged, or Incorrect Items: Solz covers 100% of the return costs. We will issue a prepaid return shipping label.

  • Customer Remorse / Size Preference: If you chose the wrong size or changed your mind, you are responsible for the return postage through your preferred carrier.

How long do refunds take to process?

Once our warehouse inspects your returned shoes (typically within 2–3 business days of arrival), your refund will be credited back to your original payment method within 5 to 7 business days.

4. Payments, Billing & Security

Which payment methods do you accept?

We accept all major credit and debit cards—including Visa, Mastercard, American Express, and Discover—as well as PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Yes. Our checkout is hosted on Shopify and is certified Level 1 PCI-DSS compliant with industry-standard 256-bit SSL encryption. We do not store or have direct access to your credit or debit card numbers.

What currency am I billed in?

All transactions on solz.shop are billed transparently in USD ($) (United States Dollars).

5. Still Have Questions? Contact Our Support Team

Our US customer service team is ready to help you with shoe sizing advice, order lookups, and return authorizations:

  • Brand / Trade Name: Solz

  • Physical Address: 138 Pond St, South Weymouth, MA 02190, United States

  • Customer Support Email: support@solz.shop

  • Customer Support Phone: +1 (781) 624-5821

  • Customer Service Hours: Monday – Friday: 9:00 AM – 5:00 PM (EST)

  • Average Response Time: Within 24 business hours