Sologence Policy
FREQUENTLY ASKED QUESTIONS
How can I reach your Customer Service team and when should I expect a response?
For customer service inquiries only, please email sologence@gmail.com or write to us at Sologence Skincare, 6965 NW 43 st, unit 3 , doral FL 33166.
Our Customer Service team is available M-F 8am - 5pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
I have not received my order confirmation, did my order go through?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team sologence@gmail.com . if you have not received your confirmation email after 24 hours of your purchase.
Can I make changes to my order once it’s been placed?
Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all information is correct before submitting your order.
I have received my order and need some additional assistance.
Please contact our Customer Service Team sologence@gmail.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
RETURN AND REFUNDS
Do you allow refunds/returns?
All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. Please keep in mind that results may vary with individuals depending on lifestyle, length of use ,diet and genetics. Items will not be replaced or exchanged for this reason. sologence.com reserves the right to refuse any returns at any time. Special conditions apply. Email Us sologence@gmail.com
When will my package be delivered?
Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days internationally. We do not offer expedited shipping at this time. All orders are shipped via USPS. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.
I am an international customer; do I have to pay customs and taxes?
Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by SOLOGENCE. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
PRODUCT & STOCK
Are SOLOGENCE products sold at any other retailers?
No. SOLOGENCE products are exclusively sold online at SOLOGENCE.com
How do I find out about upcoming launches and restocks?
New product and restock information will always be posted on the website sologence.com and on our official Instagram account @SOLOGENCE
Is there a limit to how much I can buy?
Due to the exclusivity of our products, some items may have limits placed on the maximum quantity that may be purchased in one transaction.
Can I reserve items by adding them to my cart?
All products on SOLOGENCE.COM are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.