FAQ
Frequently Asked Questions (FAQ)
How can I contact SolaStream?
You can reach us via email at support@solastream.org, where our dedicated customer service team is ready to assist you with any inquiries or concerns.
Do you ship worldwide?
Yes, we ship our products worldwide to bring solar solutions to customers globally.
Where do you ship from?
Our products are shipped from our headquarters located in QLD, Australia .
Can I change or cancel my order?
To accommodate quick processing times, any change or cancellation requests must be made within 12 hours of placing your order. Requests made after this time frame cannot be guaranteed. If needed, you can return your order for a full refund upon receipt.
What payment methods do you accept?
We accept major credit cards (VISA, Mastercard, AMEX) as well as PayPal for secure and convenient transactions.
When will my order be processed?
Orders are processed and shipped from our warehouse. Please allow additional processing time during holidays and sales. Orders are typically processed within 1-3 business days from the order date and shipped the following business day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-5 days to arrive at your designated address.
What if I don’t receive my order?
If your order has not arrived within 30 days after shipping, please contact us for a full refund.
Will I be charged customs and taxes?
Our prices displayed are tax-free in AU Dollars. You may be responsible for paying duties and taxes upon receipt of your order, depending on your local customs regulations. Customs fees are not covered by us, and we are not responsible for any delays caused by customs.
How do I return an item?
For returns, please contact us at support@solastream.org for assistance with the process.
What if the item(s) I received are defective/incorrect/damaged?
If you receive merchandise that is incorrect, defective, or damaged, please reach out to us with your order number and relevant photos of the item(s) for prompt resolution.
When will I receive my refund?
Refunds are credited back to your original payment method. For credit or debit card payments, refunds are processed and sent to the card-issuing bank within 7-10 business days after receiving the returned item or cancellation request. Contact your bank or credit card company for further details on when the credit will be posted to your account.