Shipping & Returns

Shipping:

We are a small company, based in Rhode Island, U.S.A. All of our web orders are shipped from our Westerly, RI headquarters, directly to the shipping address you supply. Our goal is to process and ship your selections quickly, affordably, and by the best methods available. We usually process and ship orders within one to two business days.

PLEASE NOTE: There are definitely challenges for all shipping carriers.Between travel restrictions, staffing issues, etc., all shippers worldwide are hedging on commitments to transit times for parcels. The number of days shown for each shipping method on our site is an estimate from the shipping carrier, not a guarantee. Once a package is accepted by the carrier, it is out of our hands.

Domestic (U.S.) Orders: Domestic orders with a merchandise total under $50 are eligible to ship with a flat rate of $7.75. Typically this is via U.S. Postal Service (1st Class or Priority Package Service) or UPS. Our flat rate shipping option usually gets our products to your door in 3-4 business days, and sometimes quicker. We offer several other shipping methods, but don't assume that a more expensive option will always move faster! Don't forget that domestic U.S. orders over $50 (merchandise value after any discounts) ship for free (yay!) and we use the same criteria to choose the shipping method: reliable, reasonably fast, and reasonably affordable.

International Orders: We can ship to almost any address in the world. For all orders outside of the United States, we offer USPS International and UPS rates that vary based on item size and weight. These rates are calculated automatically at checkout. Note that there may be restrictions, meaning some products cannot be shipped to international destinations. Unfortunately, we cannot offer any free shipping, even on orders of more than $50, to international locations. Any import duties or fees imposed by your country would be your responsibility.

A NOTE FOR OUR AUSTRALIAN AND NEW ZEALAND CUSTOMERS: There is a "service interruption" preventing us from being able to ship to you by usual methods! We are actively exploring other options.

Quick Handling:

We strive to process and ship all orders quickly. This is nearly always within two business days; much of the time we're able to ship within a few hours of the order being placed. If you need items by a particular date, please make note of it on your order, and we will try to fulfill the request.

Your Responsibilities:

We urge our valued customers to double check your own information before submitting your order. You might be surprised at the number of people who give us an incorrect address for shipping! If WE make a mistake, we will own it and do whatever we can to fix it. If you make a mistake, or just change your mind and cancel an order that is already on its way to you, we will still work hard to resolve the problem with you, but we may need you to take on some of the cost, such as the cost to re-ship or re-stock.

We strongly suggest using a shipping address for your order that provides some level of security. Be wary of "porch pirates." If Tracking shows your parcel is delivered, but you have not received it, please work with your local carrier to locate it it.

Easy Returns:

We do our best to provide accurate descriptions, clear photos, and really great products. We ship as quickly and accurately as we can. But we also realize it's not a perfect world, and that's why all of our items come with our commitment to your satisfaction, including a 30-day return policy.

If you receive a defective product, such as a kit with some missing beads, please contact us by email (info@solidoakinc.com) with your order number and a description of the issue; we will respond and resolve the problem as quickly as possible. If the item(s) you receive aren't exactly what you ordered, we will gladly offer a refund or exchange. Simply contact us if you would like to return an item and we will send a shipping label and guide you through the process. It usually takes between 10-15 days to fully process a return after we receive the item(s).

We do have a few ground rules, though:

In order to qualify for a refund, the item(s) must be returned in their original form. We cannot issue refunds for partially assembled, damaged, or modified products.
Please return your item(s) in the packaging you received it in, or in equivalent protective packaging.
The item(s) must be shipped back to us within 30 days of receiving it.
If an item is returned to us by the carrier because you supplied an incorrect address, we will refund the merchandise cost, less the shipping cost.

Questions?