Frequently Asked Questions (FAQ)
Welcome to the Solyborg Shop FAQ page. Here you'll find answers to the most commonly asked questions about our products, services, and policies. If you don't find the information you're looking for, please feel free to contact us directly.
1. What products do you offer?
We specialize in high-quality orthopedic saddles, children's bags, and shoes for men and women. Our products are designed with comfort and style in mind, catering to customers who value both functionality and aesthetics.
2. Do you have physical store locations?
Yes, we have showrooms in the following locations:
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United States
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Address: 4015 S I-35 215, San Marcos, TX 78666, United States
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Phone: +1 281-984-0084
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Dubai
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Address: Dubai Silicon Oasis, DDP Building A2, Emirate Unit, DU, DSO-FZCO-10290
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Belgium
- (Please note that our Belgium address will be provided soon. Stay tuned for updates.)
Feel free to visit any of our showrooms to experience our products firsthand.
3. What are your customer service hours?
Our customer service team is available to assist you during the following hours:
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Monday to Friday: 9:00 AM – 6:00 PM (Local Time)
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Saturday: 10:00 AM – 4:00 PM
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Sunday: Closed
4. How can I contact customer service?
You can reach us through the following methods:
5. What payment methods do you accept?
We accept a variety of secure payment options:
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Credit/Debit Cards: Visa, MasterCard, American Express
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PayPal: Secure online payments via PayPal
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Apple Pay: Available for users with Apple devices
6. Do you offer international shipping?
Yes, we ship to the United States, Europe, and the United Arab Emirates. For details on shipping costs, delivery times, and customs information, please refer to our Shipping Policy.
7. What are your shipping options and delivery times?
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Processing Time: Orders are processed within 1-2 business days.
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Standard Shipping: Estimated delivery time is 5-7 business days after processing.
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Note: Delivery times may vary based on location and unforeseen circumstances.
8. How can I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number and a link to the carrier's website. Use this information to monitor the status of your shipment.
9. What is your return and refund policy?
We offer a 30-day return policy from the date of purchase. Items must be unused, in their original packaging, and accompanied by a receipt or proof of purchase. For detailed information, please visit our Return and Refund Policy.
10. How do I initiate a return or exchange?
To start a return or exchange:
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Contact Us:
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Provide Details:
- Order number
- Reason for return/exchange
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Follow Instructions:
- Our team will guide you through the return process.
11. Are there any items that cannot be returned?
Yes, certain items are non-returnable:
- Gift cards
- Downloadable software products
- Health and personal care items (if opened)
- Custom or personalized products
- Clearance or final sale items
12. Do you offer product warranties?
Yes, we stand behind the quality of our products:
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Orthopedic Saddles: 1-year warranty against manufacturing defects.
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Footwear and Bags: 6-month warranty against manufacturing defects.
Please note that the warranty does not cover normal wear and tear or damage caused by misuse.
13. Can I cancel or modify my order after it's been placed?
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Cancellation Window: You may cancel or modify your order within 12 hours of placement.
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How to Cancel/Modify:
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After Shipment: Once an order has been shipped, it cannot be canceled or modified.
14. Do you offer bulk or wholesale pricing?
Yes, we offer special pricing for bulk orders and wholesale clients. Please contact our sales team at contact@solyborg-shop.com for more information.
15. How do I care for my orthopedic saddle or footwear?
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Orthopedic Saddles:
- Wipe with a damp cloth to remove dirt.
- Use saddle soap or conditioner as recommended.
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Footwear:
- Clean with appropriate leather or fabric cleaners.
- Avoid prolonged exposure to direct sunlight or moisture.
16. Do you offer gift cards or gift wrapping services?
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Gift Cards: Digital gift cards are available for purchase on our website.
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Gift Wrapping: We currently do not offer gift wrapping services but are planning to introduce this option soon.
17. Are your products eco-friendly or sustainably made?
We are committed to sustainability and source materials responsibly. Many of our products are made with eco-friendly materials, and we continuously strive to improve our environmental impact.
18. How can I stay updated on promotions and new products?
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Newsletter: Subscribe to our newsletter at the bottom of our homepage.
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Social Media: Follow us on Facebook and Instagram for the latest updates.
19. What should I do if I receive a defective or damaged product?
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Contact Us Immediately:
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Provide Details:
- Order number
- Description of the issue
- Photos of the defect or damage
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Resolution: We will arrange for a replacement or refund as appropriate.
20. Do you have size guides for your products?
Yes, size guides are available on each product page to help you find the perfect fit. If you need further assistance, please contact our customer service team.
21. Can I place an order over the phone?
Yes, you can place an order by calling us at +1 281-984-0084 during our customer service hours.
22. Is my personal information secure when shopping on your site?
Absolutely. We use industry-standard encryption technologies and secure payment gateways to protect your personal and financial information. For more details, please review our Privacy Policy.
23. What should I do if I forget my account password?
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Reset Password:
- Click on "Forgot Password" on the login page.
- Enter your registered email address.
- Follow the instructions sent to your email to reset your password.
24. Do you offer customization or personalization of products?
Currently, we do not offer customization services. However, we are exploring options to provide this feature in the future.
25. How do I apply a promotional code to my order?
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At Checkout:
- Enter your promotional code in the "Discount Code" box.
- Click "Apply" to update your order total.
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Note: Only one promotional code can be used per order.
26. What currencies do you accept?
All transactions are processed in U.S. Dollars (USD). Your bank or credit card company may apply currency conversion fees if you are purchasing from outside the United States.
27. Are there any additional fees for international orders?
International orders may be subject to import taxes, customs duties, and fees levied by the destination country. These charges are the buyer's responsibility. Please check with your local customs office for more information.
28. How do I provide feedback or a review of my purchase?
We value your feedback! After receiving your order:
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Email Review: You may receive an email invitation to review your purchase.
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Website: Visit the product page to leave a review.
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Contact Us: Send your feedback directly to contact@solyborg-shop.com.
29. Do you have a loyalty or rewards program?
We are in the process of developing a loyalty program to reward our valued customers. Stay tuned for updates by subscribing to our newsletter.
30. What if I have a question that's not listed here?
We're here to help! If you have any other questions or need further assistance:
