Last updated: September 10, 2026
These Terms of Service (“Terms”) govern your use of the SOLISZEN website and your purchase of products from SOLISZEN. By placing an order, you agree to these Terms. Please read them before completing your purchase.
1. Store Information and Contact
SOLISZEN is an independently operated online retailer based at Chongwen Garden, Taoyuan Subdistrict, Nanshan District, Shenzhen, Guangdong 518000, China, and supplies the products shown on this website. For questions about products, orders, shipping, returns, or these Terms, email wendy.soliszen@gmail.com.
2. Eligibility and Website Use
You must be legally able to enter into a purchase agreement in your location. You agree to provide accurate billing, shipping, and contact information and not to misuse the website, attempt unauthorized access, or interfere with its operation.
3. Product Information
We aim to describe products, materials, colors, measurements, and images accurately. Colors may vary slightly because of screen settings, lighting, and production batches. Measurements may have reasonable manufacturing tolerances. Always review the product description and size guide before ordering.
4. Prices and Payment
- Prices are displayed in U.S. dollars (USD) unless stated otherwise.
- Payment is processed securely through PayPal.
- Orders are processed after payment confirmation.
- We may correct obvious pricing or listing errors before accepting or fulfilling an order. If this affects your order, we will contact you and provide an appropriate option, including cancellation and refund where applicable.
5. Order Acceptance and Cancellation
An order confirmation acknowledges that we received your order; it does not guarantee acceptance. We may cancel or limit an order when a product is unavailable, payment cannot be confirmed, information appears incorrect, fraud is suspected, or a clear pricing or listing error occurs. If a paid order is cancelled by us, the affected amount will be refunded to the original payment method.
To request a cancellation, contact us as soon as possible. An order that has already entered processing or shipped may no longer be cancellable and may need to follow the return process.
6. Shipping and Delivery
Handling: 2–5 business days after confirmed payment. Transit after dispatch: 9–25 business days. Estimated total: 11–30 business days. Weekends and public holidays are excluded.
Custom Dog ID Tags and other customized orders require 5 additional handling business days: 7–10 for handling and 16–35 in total, including transit.
- Worldwide shipping is available, subject to carrier and destination restrictions.
- Orders of USD $60 or more qualify for free door-to-door shipping.
- A flat USD $15 shipping fee applies to orders under USD $60.
- Delivery estimates are not guaranteed. Customs processing, carrier delays, weather, public holidays, incorrect addresses, and other events outside our reasonable control may affect delivery.
- Customers are responsible for providing a complete and accurate delivery address.
- Import duties, taxes, customs fees, and destination charges, if imposed, are the customer’s responsibility unless mandatory law requires otherwise.
For more information, see our Shipping & Delivery Policy.
7. Returns and Refunds
- You must request a return within 3 days after delivery.
- Before sending anything back, email wendy.soliszen@gmail.com to obtain the current return address and return instructions.
- Do not send a return without receiving instructions from us.
- For approved change-of-mind returns, the customer is responsible for return shipping.
- For an approved return involving a defect, shipping damage, an incorrect item, or an item that does not match the confirmed order, SOLISZEN will cover reasonable approved return shipping where required.
- No restocking fee is charged for an approved return.
- Returned products should be unused, unworn, unwashed, and in their original condition with included accessories and packaging, except where the return concerns a defect or an incorrect item.
- Personalized or custom-made products cannot normally be returned for change of mind, but this does not limit rights relating to defective, damaged, or incorrectly supplied products.
After an approved return is received and inspected, SOLISZEN will approve or reject the refund within 5 business days. An eligible refund will then be issued to the original payment method. Bank or payment-provider processing times may vary. Mandatory consumer rights that apply in the customer’s location are not excluded.
For full instructions, see our Returns & Exchanges Policy.
8. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from what you ordered, contact us within 3 days of delivery and include your order number, a description of the issue, and clear photos where possible. We will review the case and provide an appropriate solution consistent with applicable law.
9. Customs and International Orders
International customers are responsible for ensuring that products may lawfully be imported into the destination. We are not responsible for delays caused by customs authorities. Any non-refundable duties or taxes charged by local authorities are outside the product price and shipping charge unless expressly stated otherwise.
10. Intellectual Property
The SOLISZEN name, website design, product text, graphics, photographs, logos, and other original website content are protected by applicable intellectual-property laws. They may not be copied, republished, sold, or commercially exploited without written permission, except as allowed by law.
11. Third-Party Services
The website may use third-party services, including PayPal and shipping carriers. Their separate terms and privacy practices may apply when you use their services. We are not responsible for a third party’s independent systems, but this does not limit responsibilities that cannot legally be excluded.
12. Disclaimer and Limitation of Liability
To the fullest extent permitted by law, SOLISZEN is not liable for indirect, incidental, special, or consequential loss arising from use of the website or products. Nothing in these Terms excludes or limits liability or consumer rights that cannot be excluded under applicable law.
13. Events Outside Our Control
We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, natural disasters, war, government action, customs disruption, carrier interruption, labor disputes, epidemics, internet outages, or payment-network failures. We will take reasonable steps to reduce the impact where possible.
14. Privacy
Our collection and use of personal information are described in the Privacy Policy. By using the website, you acknowledge that order and contact information must be processed to provide the requested services.
15. Governing Rules and Disputes
Please contact us first at wendy.soliszen@gmail.com so we can try to resolve a concern promptly. These Terms are governed by the laws applicable to the transaction, without excluding mandatory consumer protections or rights available in the customer’s jurisdiction.
16. Changes to These Terms
We may update these Terms when our services, policies, or legal obligations change. The version published at the time an order is placed applies to that order unless applicable law requires otherwise. The “Last updated” date identifies the current version.
17. Contact
Questions about these Terms may be sent to wendy.soliszen@gmail.com or by telephone / WhatsApp at +86 150 1921 3681.