FAQ
- Can I cancel my order?
Unfortunately, we are not able to cancel an order once its been fulfilled. If you cancel your order before it's been fulfilled you can still get a full refund. A cancellation after fulfillment requires return shipping.
- I put the wrong address in my order, what should I do?
Please be careful when entering your shipping address, SOLS will not be responsible for orders sent to the incorrect delivery address provided by the customer.
- I have not received my order confirmation, what should i do?
Sending order confirmations can sometimes take up to 24 hours due to high demand. if you have not received your order confirmation email after 24 hours, please email us at: commerce@magma13.swiss
- How can I check the status of my order?
Please log into your account to check the status of your order. if you do not have an account, please refer to the ‘track order’ link in your order confirmation email.
- How can I track my package?
Once your order has been fulfilled, you will receive an email with your tracking information. you can track the progress of your order directly on the shipping carriers website.
- My package seems to have stopped moving
If your package stops moving at any point, do not fret! it is still on its way to you and is likely just clearing customs. occasionally, there may be delays due to customs or weather events. if this happens, your tracking page will be updated with the latest shipping status. In the eventuality of there being any problems with your order expect an email from the shipping carrier for next steps.
- Do you offer returns?
We offer return up to 14 days after delivery with a full refund on the purchase price of your product after the return passes a quality check. Shipping costs are not refunded and the cost of return shipping is not covered by SOLS. In the unlikely event that a product arrives damaged, the customer must contact customer service within 48 hours of receipt. customers must include photos of the issue and a screenshot of your order confirmation email. to start this process please visit our contact us page.
- Do you offer exchanges?
Unfortunately, we are unable to process exchanges at this time.
- I refused my delivery, where is my refund?
Refused delivery will incur a $10 restocking fee and outbound shipping will not be refunded. please allow up to 5 business days for your refund to appear once we process the return. please be advised that refused or unclaimed international orders will not be refunded.
- My items arrived damaged, what should I do?
please contact us immediately, within 48 hours of receiving your order with your order number, via our contact us page. Please note you may need to provide multiple photos of the damaged products.
- I received incorrect items in my order, what should I do?
Please visit our contact us page within 48 hours of receiving your order, so that we can take care of this for you. please provide your order number with your inquiry.
- What forms of payment do you accept?
we accept online payments via visa, mastercard, american express, ShopPay, and paypal. if you are an international consumer, we also may accept local payment providers. you’ll see this list when you visit our checkout page.
- Why was I charged twice?
you will only be charged for what you purchased. if you see duplicate charges, please give it a few days until the issue falls off and gets rectified automatically. however, if it still remains and you are positive you only placed one order, please contact us via our contact us page with a screenshot of the duplicate charge for further assistance
- Where can I buy magma13 products?
magma13 products are available on www.magma13.ch - www.magma13.us - www.magma13.eu or you can purchase our products via email if you have any special requests.
- How often do you restock?
restock dates vary depending on product availability. please sign up for our emails alerts to find out when your favorite products will be back in stock!
- Do you offer free samples or gifts?
SOLS does not offer magma13 branded products as samples or gifts unless otherwise stated, all free gifts redeemed alongside a customer's orders are included while supplies last and are therefore not guaranteed.
- Do you offer discounts or promotions?
Yes, from time to time we offer discounts and promotions. sign up for our email and/or sms text alerts to receive news on special offers.
- Where are your products manufactured?
Our magma13 formula is made in Switzerland exclusively by SOLS. Any other websites stating they offer magma13 products are not recognized or approved by SOLS.
- Are the products safe for all skin types?
The magma13 Ray, magma13 Seed & magma13 Water are completely anodized thus will not allow any potential metal particles to be released from the surface of the device to clothes or the skin.
- What temperature do these products need to be stored at?
magma13 products are all designed to be hermetically sealed and elevated temperatures should not cause any immediate short term damage. It is recommended to be mindful about your products and not keep them exposed to elevated temperatures for a long periods of time to avoid damaging the seals. Damage incurred as a result of exposure to elevated temperatures are not covered by the warranty offered by SOLS.
- Shipping disruptions
Packages undeliverable by our shipping carriers and/or their international shipping partners will be canceled and refunded once received and processed at our shipping hub with a fee of 10$.
- I contacted your customer service team. When should I expect a response?
we respond to all emails as soon as possible. our goal is to respond to all consumers within 24 hours, however we often experience delays over the weekend and during peak times.
- How do I contact your customer service team?
Depending on your market region you can contact us through the emails listed below or by replying to your order confirmation email directly with any questions you may have. Our contact us page is also available at all times for you to submit any requests or questions you may have for us.
EU customers: store.eu@mamga13.swiss
CH Customers: store.ch@magma13.swiss
US & North American customers: solsamerica@magma13.swiss