Shipping & Returns
Made just for you. Ready to ship in 9–10 weeks.
Shipping Rates for a Solos Handpan
- Shipping to North America is free.
- Shipping to main Europe is $50, some exceptions may apply.
- Shipping to Australia or New Zealand is $400.
- Shipping to other places in the world will require an additional cost of shipping provided at the time of ordering and will be discussed upon order.
Shipping and Customs Details
All shipments include tracking and insurance. Customers are responsible for researching customs regulations and for paying import fees.
We ship all our handpans using safe packaging. We add bubble wrap or air plastic packing tubes or foam for packaging to further insulate and protect. Finally, we add “Fragile” stickers on each side. In combination with the protection provided by any carrying case you may have included in the purchase. Overall we have not had issues with safe shipping and delivery of instruments.
Custom Ordered Solos Handpans
Cancellation Before Shipping: Every handpan we build it custom to the customer. It requires a great amount of time, money and energy from the builder to build it. If you cancel before shipping, they will be potentially subject to up to 20% cancellation fee. We try to avoid all customers having to pay the fees. If it’s a popular drum scale, we will resell it and reimburse customers. So depending on if we are able to sell the drum, then we would not necessarily need to charge a cancellation fee (this would depend on the popularity / ability to sell the scale built).
Return policy up to 7 days after receiving the drum: Before we ship a drum, Solos records a video and sends it to the customer for approval. If the customer likes the sound of the drum, then it is shipped. If for whatever reason, after receiving the drum, and the customer is not completely satisfied, the instrument may return the drum within 7 days. For all returns, there will be a 15% processing fee to cover the costs for Solos employees to do the initial shipping, handling and transaction costs. If a customer wants to do a return, they must send and record a video of the instrument, tate the reason for wanting to return the instrument and send this video and an email to Solos. The reason for this is to verify the condition of the instrument. The customer is responsible for return shipping. In the rare case where the original shipping cost, currency exchange fee and other fees, exceeds the 15% processing fee, the amount refunded will be communicated and then adjusted. The remaining amount of the refund will then be processed. This is pending on whether we receive the item and verify that it is still in new condition. If there are damages to the instrument, the customer may be charged additional fees, which will all be documented and communicated. Any instrument shipped for return after the 7 day period may not be eligible for a return.
Condition of the handpan for returns and video documentation: Whenever a customer wants to make a return and receive a refund, the item must be in a “new condition”, e.g. the same condition they received it in. The reason is that we would look to resell this handpan in order to be able to reimburse you. The Customer is responsible for keeping the drum in a new condition. We document the sound and the condition of each handpan before shipping. Customers are responsible for the return shipment cost. The Solos must be able to be shipped and arrive in new condition and undamaged. We encourage the customer to get tracking and insurance on the item. Solos is not responsible for items that are lost, or damaged during return shipping. As mentioned, the item must be in new and resale condition and undamaged to be able to be granted a refund. Refunds will be processed after the instrument is received and the great condition has been verified.