Frequently asked questions

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Shipping & Delivery

How does Shipping & Delivery work?

Your sign is custom-made at our workshop in Adelaide, Australia, and shipped directly to your US address. We offer free tracked shipping via Australia Post International Standard.

When will my order arrive?

Each plaque is custom-made in our Adelaide, Australia workshop. Please allow 2–3 weeks from ordering to dispatch, followed by an estimated 10–15 business days for US delivery—approximately 4–6 weeks overall.

We aim to dispatch sooner wherever possible, but please plan around the full three-week production and dispatch timeframe.

Orders placed Sunday through Saturday join the batch starting the following Monday. Your plaque is manufactured during that Monday-to-Friday week, then packaged and shipped the following week.

For example: If you order on a Wednesday, production starts the next Monday. Your plaque is made that week, then packaged and shipped the week after.

Our production schedule follows Adelaide local time. Delivery estimates may be affected by customs processing, public holidays and remote locations.

If we expect dispatch to take longer than three weeks, we’ll contact you with a revised timeframe and your available options.

 

How do I track my order?

We’ll email your tracking link when your shipping label is created. Labels are prepared in batches, so your plaque may still be in final preparation or awaiting collection.

Tracking updates will appear as Australia Post scans your parcel into its network. If you can’t find the email, check your spam folder or contact support@solaspot.com.au.

I think my order is lost / hasn't been delivered

Check your tracking link for the latest update. If your order is beyond the estimated delivery window, or tracking shows it was delivered but you haven’t received it, email support@solaspot.com.au with your order number. We’ll help investigate.

Can I change my delivery address?

Email support@solaspot.com.au as soon as possible with your order number and correct address. If your order hasn’t shipped, we’ll do our best to update it. Once it’s on its way, address changes may not be possible.

Where will my order ship from?

Your sign ships from our workshop in Adelaide, Australia. Each sign is made to order and sent directly to your home.

Can I send an order as a gift?

Yes - enter the recipient’s address as the shipping address at checkout and use your own email address to receive order updates. Please allow for production and shipping time when ordering for a special occasion.

Returns & Exchanges

Do you have a returns policy?

Every SolaSpot plaque is custom-made to your chosen design and personalized details, so we don’t accept returns or exchanges for change of mind.

 

However, your purchase is covered by our 30-Day Satisfaction Guarantee. If you’re unhappy with the quality or finish of your plaque, contact support@solaspot.com.au within 30 days of delivery, including your order number, photos and a description of your concern. We’ll review it and arrange a return under the guarantee where applicable.

 

Please contact us before sending anything back so we can provide return instructions.

If your plaque arrives damaged, faulty or different from what you ordered, please let us know so we can make it right. This policy does not affect your applicable consumer rights.

How long do I have to return products?

For returns under our 30-Day Satisfaction Guarantee, please contact support@solaspot.com.au within 30 days of delivery. Include your order number, photos and a description of your concern. Please wait for return instructions before sending your plaque back.

Can I return my order for a refund?

Because your plaque is custom-made to your design and personalized details, we don’t accept change-of-mind returns.

If you’re unhappy with its quality or finish, contact us under our 30-Day Satisfaction Guarantee. We’ll review your concern and confirm the return and refund arrangements where applicable.

 

Do I have to pay for returns?

Please contact us before arranging return shipping. We’ll confirm any shipping costs and return instructions when reviewing your request.

How long does it take for my return / exchange to be processed?

Once your approved return arrives at our workshop, we’ll inspect it and email you with the next steps. If a replacement is arranged, it will be custom-made, and we’ll confirm its estimated production and shipping timeframe.

How long does it take for my refund to be processed?

Approved refunds are processed to your original payment method within 10 business days, or sooner where required by applicable law. Your bank or payment provider may take additional time to display the funds.

Payment

Is my payment secure?

Your payment is processed through our secure Shopify checkout. Your card details are handled by the payment provider and aren’t visible to our team.

What payment types do you offer?

You can choose from the payment methods displayed at checkout. Available options may vary depending on your location and device.

Do you have payment plan options?

If a buy now, pay later option is available for your order, it will appear at checkout. Eligibility and payment terms are determined by the provider.

How do I use a discount code?

Enter your code in the Discount code field at checkout and select Apply. Check that the discount appears in your order total before completing payment.

Discounts are subject to the offer’s terms and may not combine with other promotions.

I forgot to use my discount code?

Email support@solaspot.com.au with your order number and discount code as soon as possible. We’ll check whether the offer applies and whether we can adjust your order.

What currency is the store in?

On our US storefront, prices are displayed in US dollars (USD). Please check the currency and final total at checkout before completing your purchase.

Contact Us

I have an issue with my order, what can I do?

Email support@solaspot.com.au with your order number and a description of the issue. If it concerns your plaque or solar light, please include photos or a short video to help us understand the problem and find a solution.

Can I cancel or change my order?

Contact support@solaspot.com.au as soon as possible with your order number and the changes you need.

Each plaque is custom-made, so changes or cancellations may be possible before production begins. Once manufacturing has started, we may be unable to change or cancel your order.

Please double-check your house number, spelling, colors and design before placing your order.

How do I contact you?

Email us at support@solaspot.com.au. For questions about an existing order, include your order number so we can help you faster.

How do I provide feedback?

We’d love to hear from you! Email support@solaspot.com.au with your feedback, suggestions or a photo of your installed plaque.

Where are you located?

SolaSpot is based in Adelaide, South Australia. Every plaque is custom-made in our workshop and shipped directly to your US address.

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