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SafeShip Protection

Protect your order from loss, theft, or damage in transit — for just a small fee at checkout.

Looking to file a claim?

Please review the policies below to ensure your issue qualifies. You can file a claim by emailing us at hello@soltech.com or by calling 484-821-1001.

See the bottom of this page for the required email template to help us resolve your issue quickly.

What SafeShip Protection Covers

We understand that once your package leaves our facility, a lot can happen on the way to your doorstep. That’s why we offer
SafeShip Protection — an optional add-on that ensures peace of mind in case your order is lost, stolen, or damaged during transit.

When selected at checkout, SafeShip Protection covers the full cost of replacement for eligible shipping-related issues. This service is handled entirely by our team, not a third-party provider — meaning faster resolutions and direct support from people who care.

Stolen Package Policy

If your tracking shows “Delivered” but your package hasn’t arrived:

  • Claims must be submitted between 7 and 30 days from the marked delivery date.
  • The report should note that SafeShip Protection was selected and that a claim is being filed for a stolen package.
  • Email the report to hello@soltech.com with your order number and contact details.

Lost Package Policy

If your tracking has not updated in over 7 days (domestic) or 15 days (international), and the package is not marked “delivered,” you may file a lost package claim.

  • Domestic claims must be filed within 60 days of the last tracking update.
  • International claims must be filed within 60 days of the last tracking update.
  • If the carrier marks a package “delayed” or “arriving late,” Soltech may ask you to wait up to 14 days from the last update before processing your claim.

Incorrect or Incomplete Addresses

  • If the correct address was entered and the package was misdelivered by the carrier, you may file a claim if proof of mis-delivery is available.

Damaged Items Policy

Soltech will replace items damaged due to carrier mishandling that render the product unusable. This includes:

  • Cracks, dents, or functional damage from impact during transit.

To file a claim for a damaged item:

  • Send photos of the damage and your order number to within 10 days of delivery.

Return to Sender (RTS)

Packages returned to sender are eligible for replacement after they are rerouted back to our facility and tracking confirms the return.

  • RTS claims must be filed within of the carrier marking the return as complete.

Claims Template

Subject: SafeShip Protection Claim – Order #12345

Name: [Your Name]

Email: [Your Email]

Issue: (Lost, Stolen, or Damaged)

Order Number: [Include your full Soltech order number]

Details:

  • Tracking number
  • Description of issue
  • Date of issue
  • Attach any relevant photos (for damaged items)

Questions?

📧 hello@soltech.com

📞 484-821-1001

We’re here to help make things right.