FAQ

Once you contact Solo, a customer service representative will address your inquiry or concern within 1 business day.

If your Solo product fails within 5 years of date of purchase due to a defect in materials or workmanship, we will repair or replace the defective part at no charge. 

Visit the Warranty section of our website for more information.

If your Solo case is damaged and is still under the Limited Five-Year Warranty, please fill out our Contact Form or e-mail us at contactus@solony.com. 

Please be sure to include the following necessary information: 

• A description of your Solo case, including the damages
• Images of your damaged Solo item, including:
  • Damaged Area
  • Product tag (found on inseam) which includes the Style number and two sets of additional numbers
• Your mailing address

Once this information has been received, a customer service representative will be in contact with you to determine the best method in which to service your Solo case.

If you should forget your lock combination, our customer service will be here to help. 

Please call 800.333.6292 or e-mail us at contactus@solo-ny.com.

COMBINATION LOCK INSTRUCTIONS

Your combination lock is set to ‘000’ by default.

To reset your combination:

1 Slide button A out to open the lock.

2 Remove the red tab.

3 Beginning on one side, while the lock is open, slide button A towards the dials and hold.

4 Set the number to your own personal combination.

5 Release button A.

6 Repeat on other side.

7 Check to make sure your combination is set right while case is still open.

8 Congratulations, your lock is now set.

9 To open lock, set dials to your combination and slide button A out to open the lock.

If you are not completely satisfied with your purchase from Solo.net, you may return any unused merchandise with the original hangtags attached, for a prompt refund within 30 days of receipt of the item. 

Please contact a customer service representative at 800.333.6292 or email us at contactus@solo-ny.com to start the return process.

Once we receive and process your return, we will issue a credit to your credit card for the price of the case and any taxes within 5 business days.  We strongly recommend that you keep your shipping receipt on hand until the credit is issued.  Please note that credit card companies vary on the time it takes for credit to appear on their customers’ records; please allow one to two billing cycles for the refund to appear on your statement. 

Yes, we do.  To place an order, please contact a customer service representative during our normal business hours: Monday-Friday from 9am to 5pm EST at 800.333.6292, or e-mail us at contactus@solo-ny.com.  

We have included a Warning label on all of our Solo cases to comply with California’s Proposition 65 Law. 

Proposition 65 requires that a “clear and reasonable” warning label be placed on all products known to contain certain amounts of particular chemicals. 

For more information on Proposition 65, including the list of chemicals, please visit www.oehha.ca.gov/prop65.html. 

Rest assured, all of Solo products comply with all state and federal product safety standards.

After you complete your purchase, you can log in to My Account to view and track your Solo orders.

Please call a Solo customer service representative at 800.333.6292 or email us at contactus@solo.net for all changes or cancellations to an order.

Order Processing:

All orders ship from our Southern California warehouse; please allow 2 business days for your order to ship.  Orders placed on a weekend or major U.S. holiday will ship within 2 business days beginning the following work day.

Shipping Information:

Solo uses FedEx for the shipment of all online orders.  We offer the following shipping services: 

• FedEx Standard (delivers within 3-5 business days)
• FedEx 2Day
• FedEx Standard Overnight

For additional information regarding shipping, please contact a Solo customer service representative at 1-800-333-6292, Monday-Friday between 9am-5pm EST, or e-mail us contactus@solo.net

You can also visit FedEx.com to calculate your order’s transit time.

Yes, your case is still covered.  It does not matter if your style has been discontinued; we will still honor the warranty.

There are a variety of ways to clean your Solo case. 

For fabric cases, we recommend to first use a mild soap and water applied in small amounts. 

For tougher stains, we recommend a carpet cleaner.

For leather bags, we recommend using leather conditioner to clean, protect, and polish the bag.  

Please visit the RETAILERS section of our website for a list of just a few of the many retailers carrying the Solo brand. 

You can also call us at 800.333.6292, Monday-Friday between 9am-5pm EST, and we will be happy to help you locate a Solo retailer nearest you.

First, check to see if an email from contactus@solo-ny.com is in your junk/spam folder.

If you still have not received an email than please contact us at contactus@solo-ny.com or call 800.333.6292 during normal business hours Monday - Friday from 9am to 5pm EST.

Be sure to add contactus@solo-ny.com to your contact list to ensure your confirmation email does not go to your junk/spam folder for future purchases.