Help FAQ


Order Status

 

Has my order shipped?  

Go to My Account. Log in and click “Order History & Status”. Your status will update to “Shipped” and a ship date will display once your package has shipped. For more information, click the “Chat” button on the site, email us at CustomerCare@Solanova.com or call us at 1-800-200-0456.

How long does it take before an item ships?

We make every effort to ship your products from our warehouse within 1-2 business days. If it has been 4 or more business days since you placed your order and the order status in your account has not updated to say “Shipped” please contact Customer Care at 1-800-200-0456.

How long will it take to get my order?

Packages ship from our warehouse in Novato, CA (San Francisco Bay Area) either via UPS or USPS. If you chose Standard Shipping, please allow up to 2 business days to fulfill and ship your order, and 4-8 business days to ship to your address. Please see our Shipping Policy page for more information.

How do I change quantities or cancel an item in my order?  

Orders cannot be changed or canceled online.  If you wish to make any changes, please call Customer Care at 1-800-200-0456.

How do I track my order?  

Coming soon! Our new site does not yet have package tracking capabilities. To get more information on your package and its whereabouts, please contact us by clicking the “Chat” button on our site, email us at CustomerCare@Solanova.com or call us at 1-800-200-0456.

My order never arrived.  

If you chose Standard Shipping, please allow up to 2 business days to fulfill and ship your order, and 4-8 business days to ship to your address. Please see our Shipping Policy page for more information on expected arrival times. If it has been longer than the expected shipping timeline and you still have not received your order, please contact our Customer Care department at 1-800-200-0456.

An item is missing from my shipment.
I received the wrong item.

Please contact our Customer Care department at 1-800-200-0456.

 

Product Quality

 

The softgels in my supplement bottle seem to be “stuck” together.

In very hot weather climates, the softgels of some products can lightly “stick” together. You should be able to shake them loose easily. As long as there is no leakage, the product should be fine. If you have additional questions about the product quality, do not hesitate to contact us via the “Chat” button on our site, by emailing us at CustomerCare@Solanova.com or by calling us at 1-800-200-0456.

This product appears damaged or defective.

We are so sorry to hear something may have slipped by our careful eye! We pride ourselves on selling only top quality supplements. If for any reason you have any questions about the item you have received, do not hesitate to contact us by emailing us at CustomerCare@Solanova.com or by calling us at 1-800-200-0456. See our Return Policy page for more information on returns.

How do I know your products are top quality?

We stand behind our products 100%. We ensure that all our supplements are manufactured in a GMP Registered Facility. Good Manufacturing Practices (GMP) are FDA enforced regulations of manufacturing and quality control testing. For more information on GMP, please view our Certifications page.

In addition, we visit the manufacturing facilities often ourselves too. Everything is hospital-clean. We applaud their strict regulations and top-notch quality control. And do note, we at Solanova, and our families, take our own products to stay healthy. Now that’s a product endorsement you can trust!

 

Product Information

 

How can I get more information on a product?

If you have questions about a particular product or would like more information, we would be happy to help! Please do not hesitate to contact us by clicking the “Chat” button on our site, emailing us at CustomerCare@Solanova.com or call us at 1-800-200-0456.

What if I can’t find the product I’m looking for?

We always welcome input on additional products to add to our line! Please let us know about the product by emailing us at CustomerCare@Solanova.com or call us at 1-800-200-0456.

 

 

Payment & Account Information

 

What payment methods do you accept?

We accept payment by credit card: Visa, MasterCard and American Express. We do not accept PayPal, check or cash. 

How do I update my account information?

Go to My Account. Log in and click the “My Account Settings” link. There you can click to edit your name, phone number, email address and password. You can also add or delete addresses in your address book by clicking “Address Book”. If you have any additional questions about your information, please visit our Privacy Policy page or contact us at CustomerCare@Solanova.com or 1-800-200-0456.

Do you charge sales tax?

We charge sales tax only for orders delivered within the state of California.

 

Online Shopping

 

How do I use a coupon?

If you have received a promotional link, clicking on the link should trigger the relevant promotion. Note that your browser’s cookies must be turned on to allow for the promotion to work. If you have a coupon code, enter it in the box provided just below the “Total” line in your shopping cart. Don’t forget to click “Update Shopping Cart” to apply the discount! Please note that most promotional offers do not work together and the most recently used code or link will be applied.

If the coupon code or link still does not work, please call us for assistance: 1-800-200-0456.

I tried to use a coupon code but it didn’t work.

Your code may have expired, may be incorrect, or may not work if your ‘cookies’ are not turned on. Please contact us for assistance with the code. CustomerCare@Solanova.com or 1-800-200-0456.


Once I put something in my shopping cart, can I take it out?

Yes. Simply click the “Remove” button under the product amount in your cart. You can also change the “Qty” box to “0” and click “Update Shopping Cart”.


How will I receive confirmation of my order?

Shortly after you complete your order, you will receive an email confirmation. The message will include all the information related to your order (except for your credit card number).  


Can I ship items to an address that is different from the billing address?

Yes, during checkout on the “Billing & Shipping” page, you will be given the opportunity to enter both a billing address, and if applicable, a separate shipping address.


I've forgotten the password to my account. What can I do?

Visit our Forgot Your Password page. Enter your email address and your password will be emailed to you. You can also call for additional assistance: 1-800-200-0456.


Are you going to sell my account information?

At Solanova.com we take the security and protection of our customers’ personal information very seriously. Any information we collect from you is used only to fulfill your order and enhance your shopping experience. We will never give, trade or sell your personal information to any outside parties. For more information please visit our Privacy Policy page.
 

Do you ship outside the United States?

Yes. To place International orders, please call Customer Care at 1-415-898-1704. 

 

Autoship

 

What is AutoShip?

We have created the AutoShip program to help you ensure you never run out of supplements. By signing up for AutoShip for a particular product, that product will be automatically shipped to you (and billed) at the frequency chosen. You can select the AutoShip checkbox and frequency in your shopping cart. For more information please visit our AutoShip page.

 

Returns

 

What is your return policy?
How do I return my product?

We want you to be happy with the product you’ve purchased. If for any reason you are not satisfied, please return the unused portion of the product to us within 90 days for a full refund to the address below. For more information, please visit our Return Policy page.


Solanova LLC
7110 Redwood Boulevard, Ste A
Novato, CA  94945

 

 

 

Questions? Call 1(800)200-0456
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