Solgaard Customer Service — Expert Guide for Customers and Retail Partners

Overview

Solgaard is a direct-to-consumer travel and lifestyle brand known for hybrid luggage and sustainable materials. When engaging with Solgaard customer service it helps to treat the interaction like any modern e-commerce warranty/returns case: assemble documentation, use the brand’s official channels, and track timelines. This guide outlines the practical steps, expected timelines and escalation paths so you can resolve orders, warranty claims and repairs most efficiently.

Because Solgaard operates online-first, the company centralizes support through its Help Center and order-management systems. That means many routine questions (tracking numbers, return authorizations, size/fit or materials questions) are handled via the support portal and email rather than an always-available phone line. The instructions below show what to provide and what realistic response and resolution times to expect.

How to contact Solgaard

• Official support portal: start at the brand website (https://www.solgaard.co) and click “Support” or “Contact.” The portal is the fastest way to link your order number to a ticket.
• Email and forms: use the contact form inside the Help Center or an official support email listed on the site. When no direct phone line is shown, use the portal to open a ticket — this creates a case number for follow-up.
• Social channels for urgent status: many companies will triage tickets faster when a customer posts to an official Instagram or Twitter account with a reference to the ticket number; use this only as a supplement, not a replacement for the support ticket.

When initiating contact, always include the order number, purchase date, billing name, shipping address and the product SKU or model name (printed on the packing slip). If you do not have the order number, include the last four digits of the credit card used and the email address on the order; this allows the support agent to locate the transaction quickly.

If you are a wholesale or corporate buyer, identify yourself with your reseller ID or PO number in the first message and request an account escalation to the wholesale support team; that avoids retail-level delays.

What to include in a support request (practical checklist)

• Order reference: exact order number (e.g., #1234567) and purchase date.
• Product ID and photos: clear photos of the defect, including serial/label tags, SKU and close-ups of damage or wear. For zippers or wheels, shoot at least three angles and a short video of the fault when possible.
• Desired outcome: refund, replacement, repair, or store credit — state any deadlines (travel dates) so they can prioritize shipping.
• Proof of purchase for warranty claims: receipt, PayPal transaction, or credit card statement snippet with date and amount.

Returns, refunds and warranty — practical timelines and expectations

Return eligibility and warranty terms change periodically; always confirm the current policy at the Help Center on solgaard.co. As a rule of thumb for consumer-facing luggage brands: expect a standard return window of 14–30 days for unused items and a warranty window of 12 months to multiple years for manufacturing defects. For any warranty claim, you will typically need to submit photos and proof of purchase first.

Practical timeline to plan for: initial acknowledgment of a support ticket within 24–72 hours (weekday business hours), a decision on whether the item is eligible for return/warranty within 3–7 business days after submission of requested evidence, and refund processing 5–14 business days after the return item is received back at the warehouse. If a replacement is authorized, expedited shipping can sometimes be requested for urgent travel — include your travel date when opening the ticket to expedite handling.

Shipping, tracking and lost/damaged parcels

When an order ships, the courier and tracking number are provided via email. If you do not receive a tracking link within 48 hours of order confirmation, open a ticket and request the carrier and tracking ID. For lost-in-transit claims, keep the original shipping notification and all carrier correspondence; many carriers require a wait period (usually 7–14 calendar days) before a formal lost-package claim is filed.

Damaged-on-arrival items should be reported within 48–72 hours of delivery with photos of the external packaging and the damaged product. If the carrier visually damaged the box, include an image of the external shipping label to speed insurer or carrier dispute resolution. For international shipments, note that customs delays and duties are handled differently depending on the shipping method; always consult the order confirmation for who is responsible for duties (shipper or recipient).

Escalation, chargebacks and legal considerations

If an acceptable resolution is not reached within the vendor’s stated timelines, escalate by replying to your ticket and requesting a supervisor review; include the ticket number, dates, and the action requested in no more than three concise bullet points. As a last resort, payment disputes (chargebacks) through your card issuer are possible, but they can slow warranty or replacement processes and may require you to return the item immediately.

Document everything: save emails, screenshots of chat transcripts and dates of phone calls. Consumer protection laws vary by jurisdiction — for example, in the U.S. you may have additional state-level warranty rights; in the EU, the 2-year statutory warranty for goods applies in many member states. If you are a business client, refer to your purchase contract or reseller agreement for the contractually agreed remedy and SLA (service level agreement).

Pro tips from customer service professionals

1) Prepare your evidence before you open a ticket: photos, purchase proof and the specific resolution you want. That reduces back-and-forth and can cut resolution time by 50% or more. 2) Mention deadlines upfront (e.g., “flight on 2025-09-20”) — time-sensitive requests frequently receive prioritization. 3) Keep communication polite and factual: include dates, amounts and concise descriptions.

Finally, always verify current contact info and policy text at the official site (https://www.solgaard.co). If you need a sample support message or template tailored to your situation (refund, damaged luggage, missing parts), provide the order details and I will draft a concise, escalation-ready message you can paste into Solgaard’s portal or email form.