Frequently Asked Questions

Last Updated: October 12, 2026

Who operates Solentrra?

Solentrra is owned and operated by Jinjiang Zhaohua Xinsheng Investment Co., Ltd.

Jinjiang Zhaohua Xinsheng Investment Co., Ltd. is responsible for operating the Solentrra website and serves as the seller for purchases made through our online store.

For questions about our products, orders, or services, please contact our customer support team at service@solentrraa.com.

Which countries do you ship to?

We currently offer shipping to customers located in the United States.

Shipping availability depends on the delivery address provided at checkout. Applicable shipping options and fees will be displayed before you complete your purchase.

Where are orders shipped from?

Orders are shipped from Hong Kong.

Our products are prepared and dispatched through our logistics and fulfillment partners.

Delivery times may vary depending on transportation arrangements, customs clearance, and other logistical conditions.

We do not represent orders as being shipped from a U.S. warehouse.

How long does it take to receive my order?

For orders shipped to the United States, our estimated timeframes are:

• Order processing time: 1–3 business days after payment confirmation.

• Estimated total delivery time: 10–20 business days from order confirmation, including order processing and shipping.

Business days generally refer to Monday through Friday, excluding applicable public holidays.

These delivery estimates are not guaranteed arrival dates. Unexpected transportation delays, customs procedures, severe weather, or other logistical disruptions may extend delivery times.

If your order is delayed, please contact service@solentrraa.com for assistance.

How much does shipping cost?

We offer the following standard shipping rates for orders delivered within the United States:

• Orders below $39.00: $2.99 shipping fee.

• Orders of $39.00 or more: Free standard shipping.

The estimated total delivery time is 10–20 business days for both options, including order processing and shipping.

All prices and shipping fees are displayed in U.S. dollars (USD).

Applicable shipping charges and the final order total will be clearly displayed at checkout before payment confirmation.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing the available tracking information.

You can use this information to monitor your package's delivery progress.

If you do not receive your tracking email or your tracking information has not been updated for an extended period, please contact service@solentrraa.com and provide your order number.

Our customer support team will assist you in checking your shipment status.

Can I modify or cancel my order?

You may request an order modification or cancellation by contacting our customer support team at service@solentrraa.com as soon as possible.

Orders that have not yet been shipped can be canceled free of charge.

Modification requests are subject to whether the requested changes can still be made when we receive your request.

If your order has already been shipped, we will explain the available options, including how to request a return after delivery.

These terms do not limit any consumer rights available under applicable law.

What should I do if my order is delayed or appears lost?

If your order has not arrived within the estimated total delivery timeframe of 10–20 business days, or if your tracking information has not been updated for an extended period, please contact service@solentrraa.com.

Please provide:

• Your order number.

• Your tracking number, if available.

• A brief description of the issue.

Our team will investigate the situation with the shipping carrier and inform you of the available solutions.

If your tracking information shows that your package was delivered but you have not received it, please contact us so we can investigate your claim.

A "Delivered" status in the tracking system does not automatically disqualify your claim or prevent us from reviewing the issue.

We will work with you to find an appropriate resolution based on the circumstances.

What should I do if I receive a damaged, defective, or incorrect item?

If you receive an item that is damaged, defective, incorrect, or materially different from its product description, please contact our customer support team at service@solentrraa.com.

To help us process your request efficiently, please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the item and its packaging, if possible.

After reviewing your request, we will offer an appropriate solution, which may include a replacement, refund, or return.

If the issue is caused by our error or the product arrives damaged, defective, or incorrect, we will cover the necessary costs associated with resolving the issue.

You will not be required to pay additional return shipping or replacement costs for problems attributable to us.

This policy does not limit your rights under applicable consumer protection laws.

How long do I have to request a return?

Solentrra offers a 180-calendar-day return policy beginning on the date you receive your order.

You may request a return for an eligible item within this period.

For preference-based returns, including situations where you change your mind, the following eligibility requirements apply:

• Items must be unused and complete.

• Items must be in their original condition.

• Items must include their original packaging.

These conditions do not prevent us from reviewing claims involving damaged, defective, or incorrect items.

To request a return, contact service@solentrraa.com and provide your order number, the item you wish to return, and the reason for your request.

Our customer support team will provide the appropriate return warehouse address and return instructions.

Please do not send returns to our business address without receiving instructions from our customer support team.

Our 180-day return policy is a commercial benefit offered by Solentrra and does not restrict any additional rights available under applicable law.

For more information, please refer to our Return & Refund Policy.

Are returns free?

Yes. Solentrra offers free returns within 180 calendar days for items eligible under our return policy.

We cover return shipping costs for eligible returns, including preference-based returns when you change your mind, provided the applicable return conditions are met.

To arrange a free return, please contact service@solentrraa.com before sending any items back.

Our customer support team will provide the appropriate return address and instructions for returning your item at no additional shipping cost.

If you receive an item that is damaged, defective, or incorrect, we will also cover the necessary costs of resolving the issue.

Please follow the return instructions provided by our team to ensure your return is processed correctly.

When will I receive my refund?

Refunds are issued to the original payment method used when placing the order.

For eligible returns under our 180-day return policy, approved refunds will be issued within 14 calendar days after we receive and inspect the returned item, provided it meets the applicable return conditions.

If your refund request relates to a damaged, defective, incorrect, or missing item, our customer support team will review the circumstances and explain the appropriate resolution.

Once a refund has been issued, the time required for the funds to appear in your account may vary depending on your bank or payment provider.

Nothing in this policy limits any refund rights you may have under applicable law.

For refund-related questions, please contact service@solentrraa.com.

How can I contact you?

For questions about our products, orders, shipping, returns, refunds, or other customer service matters, please contact us using the following information:

Brand Name: Solentrra

Legal Company Name: Jinjiang Zhaohua Xinsheng Investment Co., Ltd.

Business Address: Room B1601, 728 Huguang Road, Jinjiang City, Fujian Province, China

Customer Support Email: service@solentrraa.com

Customer Service Phone: 0595-88077758

Our customer support team is available to assist with inquiries and help resolve issues related to your shopping experience.