Shipping policy
4.1 Shipping Destinations
We ship internationally, including to the United States, Canada, the United Kingdom, the European Union, Australia, and selected other countries.
Some countries, regions, islands, military addresses, PO boxes, or remote areas may be unavailable due to carrier limitations, customs rules, product restrictions, or temporary shipping disruptions.
If we cannot ship to your address after an order is placed, we will contact you and issue a refund if delivery is not possible.
4.2 Processing Time
Orders are normally processed within 1–3 business days after payment confirmation.
Business days are Monday to Friday, excluding public holidays.
Processing time is separate from delivery time.
During holidays, high-volume periods, promotions, customs delays, supplier delays, or carrier disruptions, processing may take longer.
4.3 Estimated Delivery Times
Estimated delivery times begin after the order has been processed and shipped.
United States: 5–12 business days
Canada: 7–15 business days
United Kingdom: 6–12 business days
European Union: 5–12 business days
Australia: 7–15 business days
Rest of world: 8–20 business days
Delivery times are estimates, not guarantees. Actual delivery may vary because of carrier delays, customs processing, weather, holidays, remote delivery areas, incorrect addresses, or events outside our control.
4.4 Shipping Costs
Shipping costs are displayed at checkout before payment.
Shipping costs may depend on destination, product size, product weight, order value, shipping method, and current carrier rates.
If free shipping is available, it will be clearly displayed at checkout.
The customer will never be charged hidden shipping fees by PoolSolara after checkout. However, international customers may still be charged customs duties, import taxes, brokerage fees, or local carrier collection fees by their country or carrier.
4.5 Tracking
When your order ships, we will send a shipping confirmation email with tracking information when tracking is available.
Tracking updates may take 24–72 hours to appear after the carrier receives the package.
If you do not receive tracking information, contact support@PoolSolara.com.
4.6 Customs, Duties, and Import Taxes
International orders may be subject to customs duties, import taxes, brokerage fees, VAT/GST, carrier collection fees, or local charges.
Unless checkout clearly states that duties and taxes are included, these charges are the customer’s responsibility.
KO-L-OR does not control customs authorities and cannot predict or guarantee customs charges.
If a package is held by customs, the customer is responsible for cooperating with the carrier or customs authority to complete delivery.
4.7 Incorrect Address
Customers are responsible for entering a complete and accurate shipping address.
If a package is delayed, lost, returned, or undeliverable because of an incorrect or incomplete address, the customer may be responsible for additional shipping costs.
If an order is returned to us because of an incorrect address, failed delivery, refusal, or non-collection, we may offer reshipment after the customer pays applicable shipping costs.
4.8 Lost Packages
If tracking shows no movement for an unusual period, contact support@PoolSolara.com.
We may open an investigation with the carrier. Depending on the result, we may offer a replacement, refund, or other reasonable solution.
If tracking shows the package was delivered to the address provided at checkout, but the customer cannot locate it, the customer should check with household members, neighbors, building reception, local delivery office, and the carrier.
We will assist where possible, but we are not responsible for theft, loss, or disappearance after confirmed delivery to the correct address.
4.9 Damaged Packages
If your package arrives damaged, contact support@PoolSolara.com within 7 days of delivery.
Include your order number, photos of the damaged packaging, photos of the damaged product, photo of the shipping label, and a description of the issue.
We will review the case and provide a reasonable solution, such as replacement, refund, return instructions, repair solution, or missing-part shipment.