At SOLMAY GIFTS (SOLMAYGIFTS), operated by Solamz LLC at https://mysolamz.com, we want you to know exactly when your piece is made, when it leaves our workbench, and how it arrives safely at your door.
1. Where Our Pieces Are Made & Shipped From
- Hand-Sculpted Clay Figurines & Personalized Clay Ornaments: Sculpted, hand-painted, and sealed to order by our artisans in Vietnam, then shipped directly to your US address via tracked express air delivery (DDP — all customs duties and import tariffs are covered by us with zero extra fees on delivery).
- American Mahjong Sets (152 Pearlescent Acrylic Tiles): Original artwork UV-printed to order in our Vietnam studio, packed inside a fitted cushioned storage box, and shipped via tracked express air delivery to the US (DDP — zero customs duties or delivery surcharges).
- In-Stock Mahjong Ornaments, Line Readers, Accessories & Ready-to-Gift Mason Jar Lights: Prepared and dispatched from our ready-to-ship inventory.
2. Production (Handling) & Delivery Timelines
Every product page displays the specific production window and estimated delivery date for that item before you add it to your cart. Below is our standard schedule (in calendar days):
| Product Category | Studio Production / Handling Time | Tracked US Transit Time | Estimated Total Delivery Time |
|---|---|---|---|
| Ready-to-Gift Mason Jar Lights & Bible Verse Jars | 1–2 days | 4–5 days | 5–7 days |
| In-Stock Mahjong Ornaments, Line Readers & Accessories | 1–3 days | 4–6 days | 5–9 days |
| Personalized Mason Jar Night Lights | 2–3 days | 5–7 days | 7–10 days |
| Personalized & Holiday Clay Ornaments | 4–10 days (made to order) | 5–8 days (express air) | 9–18 days |
| American Mahjong Sets (152 Tiles) | 5–10 days (printed to order) | 5–8 days (express air) | 10–18 days |
| Hand-Sculpted Clay Figurines & Custom Pet Bud Vases | 10–15 days (sculpted to order) | 5–8 days (express air) | 15–23 days |
| One-of-a-Kind Original Pieces (Already Made) | 1–3 days | 5–8 days | 6–11 days |
3. US Shipping Rates & High-Value Signature Security
- Orders $75.00 USD and above: FREE Tracked Shipping ($0.00) across the United States.
- Orders under $75.00 USD: $4.00 USD for Standard Tracked Shipping (or $8.00 USD for Fast Tracked Shipping), shown clearly at checkout before payment.
- No Surprise Import Fees (DDP): Solamz LLC pre-pays all customs clearance and import tariffs on US-bound orders—you will never be asked to pay extra duties upon delivery.
- High-Value Order Security ($250+): For high-value orders such as complete Mahjong sets and multi-set bundles, we reserve the right to ship with Signature Confirmation or verified carrier GPS/Photo Proof of Delivery to protect your package at handoff. If a signature is required and no one is home, the local US carrier (such as USPS, UPS, or FedEx) will leave a notice or hold the parcel briefly at your local post office/depot for pickup.
4. Order Tracking, Address Accuracy & Address Changes
- Live Order Tracking: As soon as your package is dispatched, you will receive a shipping confirmation email with your tracking link. You can check production progress and live US last-mile carrier updates anytime on our Order Tracking page.
- Please Verify Your Shipping Address (Including Apt / Suite / Unit #): Customers are responsible for entering a complete and accurate delivery address at checkout—especially when checking out with express wallets (Apple Pay, Shop Pay, or PayPal), which may auto-fill a previous street address or omit an Apartment/Unit number.
- 12-Hour Modification Window: If you spot a typo in your address or personalization, email us within 12 hours of placing your order at support@mysolamz.com. For payment security and fraud prevention on orders of $200+, requests to change the destination to a different street, city, or state require canceling the original order for a full refund so you can re-order with the verified address.
- Undeliverable or Wrong-Address Shipments: Once an order has been dispatched to the carrier, it cannot be rerouted in transit. Solamz LLC is not financially liable for packages delayed, misdelivered, or unclaimed due to an incorrect or incomplete address provided at checkout. If a package is returned to our US return facility due to an insufficient address or unclaimed pickup hold, we can reship it to your corrected address once reshipment postage is covered.
5. Lost, Stolen, or Damaged Packages & Safe-Arrival Protection
- Damaged on Arrival: Every piece is cushioned for transit, but if your order arrives cracked, chipped, or damaged, email photos of the item and the outer shipping label to support@mysolamz.com within 30 calendar days of delivery and we will send replacement tiles, a replacement piece, or a full refund at zero cost to you.
- Lost in Transit (No “Delivered” Scan): If your tracking shows no movement for 10+ business days (or does not arrive within 30 calendar days of dispatch and has no carrier “Delivered” scan), contact us and we will dispatch a free replacement or issue a full refund.
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Packages Marked “Delivered” by Carrier (Porch Piracy / Missing After Delivery):
- Orders WITH Safe-Arrival & Porch-Theft Protection: If you included optional Safe-Arrival & Porch-Theft Protection in your cart, your order is covered for a one-time free replacement even if stolen after a carrier “Delivered” scan or misdelivered by the local courier. Simply contact support@mysolamz.com within 7 calendar days of the delivery scan so our team can run a 48-hour carrier GPS trace and process your priority replacement (orders of $200+ require completing a brief Stolen-Package Claim Confirmation / carrier report).
- Orders WITHOUT Safe-Arrival & Porch-Theft Protection: If optional protection was declined/removed at checkout, title and risk of loss pass to the recipient once the carrier records an official Delivered scan (supported by carrier GPS coordinates, delivery photo, or signature) at the shipping address entered on the order. While we cannot issue free replacements or refunds for packages stolen after verified delivery when protection is declined, please email us within 5 calendar days of the delivery scan and our team will gladly help initiate an official carrier GPS trace on your behalf.
6. Contact Information
SOLMAY GIFTS (SOLMAYGIFTS) · Solamz LLC
US Return & Corporate Address: 1500 N Grant St Ste N, Denver, CO 80203, United States
Email (Preferred – Fastest Response): support@mysolamz.com
Phone: +1 (719) 789-8679
*Currently, we cannot answer your call immediately. Kindly leave a voicemail and we will reply via SMS within 24 hours.
