SHIPPING, RETURNS & REFUNDS

Effective September 15, 2026

This policy explains how your SolutionS order reaches you and what to do if something isn’t right.

1. ORDER PROCESSING

Orders are generally processed within three to seven business days, Monday through Friday, excluding holidays. Orders placed on weekends or holidays begin processing on the next business day.

You will receive an order-confirmation email after placing your order and a separate shipping-confirmation email with tracking information once your order has been dispatched.

Processing may take longer during product launches, promotions, periods of unusually high order volume, or holidays.

If we become unable to ship your order within the timeframe stated when you placed your order, we will provide notice and, as required by applicable law, give you the opportunity to accept the delay or cancel the affected order for a refund. Federal rules require online sellers to have a reasonable basis for advertised shipment timing and establish customer rights when that timing cannot be met.  

2. SHIPPING AND DELIVERY

We currently ship to all 50 U.S. states.

Standard shipping rates apply and are calculated and displayed at checkout based on your delivery destination and the available shipping method.

Once an order has been dispatched, transit and delivery times are determined by the shipping carrier and vary depending on the destination, distance, carrier service, weather, service interruptions, and other circumstances outside our control.

Any delivery date or timeframe provided by SolutionS or a shipping carrier is an estimate only and is not guaranteed.

We do not currently ship internationally.

3. TRACKING, DELAYS AND MISSING PACKAGES

Once your order has been accepted by the carrier, your tracking information will provide the most current delivery status.

Carrier transit times and delays are outside our direct control. Weather conditions, service interruptions, destination distance, holiday volume, and other carrier-related circumstances may affect delivery.

If your tracking has not updated for an extended period, or if your package is marked delivered but cannot be located, please first check around the delivery location, ask other members of your household or building, and contact the carrier for additional delivery information.

If the package is still missing, email support@solutionsskin.com. We will assist you in reviewing the shipment and, where appropriate, opening an investigation with the carrier.

4. SHIPPING ADDRESSES

Please carefully review your name and complete shipping address before submitting an order.

If you discover an error, contact us immediately at support@solutionsskin.com. We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once fulfillment has begun.

We cannot reroute a package after it has been accepted by the carrier. Additional shipping charges may apply if an order is returned to us because the address provided was incorrect, incomplete, or undeliverable.

5. SKINCARE RETURNS

For health, hygiene, and safety reasons, opened or used skincare products cannot be returned, unless they arrived damaged, defective, or incorrect.

Unopened and unused skincare products in their original sealed packaging may be returned within seven calendar days of confirmed delivery.

The Essentials System and Ultimate System are sold as complete systems. Products and included accessories must be returned together, unopened, unused, and in their original condition. Individual components from a System cannot be returned separately.

6. COCOON BY SOLUTIONS RETURNS

Cocoon garments may be returned within 30 calendar days of confirmed delivery if they are:

• Unworn other than for a brief fitting.

• Unwashed and unaltered.

• Free from odors, stains, makeup, lotions, deodorant, pet hair, and other marks.

• Returned with all original tags attached.

• Returned in their original packaging.

Please try on your Cocoon carefully and keep all tags attached until you are certain you wish to keep it.

Items that do not satisfy these conditions may be ineligible for a refund.

7. STARTING A RETURN

To request a return, email support@solutionsskin.com with your name, order number, the item you wish to return, and the reason for your return.

We will confirm eligibility and provide return instructions.

Please do not send an item back before receiving return authorization. Items returned without authorization may not be identifiable and may be ineligible for a refund.

Return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or incorrect.

We strongly recommend using a trackable shipping service. We cannot issue a refund for a return that we do not receive.

8. REFUNDS

After we receive and inspect an eligible return, we will notify you whether it has been approved.

Approved refunds will be issued to the original payment method within seven business days. Your bank, card issuer, or payment provider may require additional time to post the refund.

Original shipping charges are not refundable unless the return resulted from our error or the item arrived damaged or defective.

We reserve the right to decline a refund if a returned item does not satisfy the eligibility requirements stated in this policy, subject to applicable law.

9. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, leaking, defective, or different from what you ordered, email support@solutionsskin.com within seven calendar days of delivery.

Please include your order number, a description of the problem, and clear photographs of the item and its packaging.

After reviewing the information, we will provide an appropriate resolution, which may include a replacement or full refund, including applicable shipping charges. We will provide instructions if the item needs to be returned.

Please retain the product and its packaging until we have completed our review.

10. COCOON SIZE OR COLOR CHANGES

We do not currently process direct exchanges.

If you need a different Cocoon size or color, request a return of the original garment and place a new order.

The returned item must satisfy all Cocoon return requirements. Return shipping is the customer’s responsibility, and the new order is subject to the prices and availability displayed when it is placed.

11. CANCELLATIONS AND ORDER CHANGES

If you need to cancel or change an order, email support@solutionsskin.com as soon as possible.

If fulfillment has not begun, we will make reasonable efforts to accommodate the request. We cannot guarantee cancellation or changes once an order has entered processing.

After an order has shipped, the applicable return process above must be followed.

12. CONTACT US

For shipping, return, refund, or order questions:

support@solutionsskin.com

We aim to respond within five business days.

The return conditions here preserve the more detailed protections from the reviewed draft while applying your corrected shipping operations.