Frequently Asked Questions

Orders & Payment

What payment methods do you accept?

We accept the payment methods displayed during Shopify checkout. Available options may include Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, and Google Pay. Availability may vary by device, location, and checkout eligibility.

When is payment collected?

Payment is collected when the order is placed. Applicable sales tax is calculated during checkout based on the order and delivery address. Prices are displayed and charged in U.S. dollars unless otherwise stated.

Can I cancel my order?

Cancellation requests are accepted before shipment. Please contact us within 24 hours of placing your order to maximize the likelihood that it can be cancelled. Once an order has shipped, it must follow the standard return process.

Can I change my delivery address?

Email info@trysolwyn.com within 24 hours after ordering if an address correction is required. We cannot guarantee changes after processing or shipment begins. Customers are responsible for providing complete and accurate delivery information.

Shipping & Delivery

Where do you ship?

We ship only to the 48 contiguous United States. We do not currently ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, APO/FPO addresses, or international destinations.

Is shipping free?

Yes. Standard shipping is free for all orders delivered within the 48 contiguous United States. Any optional expedited or special delivery service will be clearly displayed before payment.

How long will delivery take?

Orders are normally processed within 1–3 business days. Estimated transit time is 3–8 business days after shipment. The estimated total delivery time is approximately 4–11 business days, excluding weekends and U.S. federal holidays.

Which carriers do you use?

Depending on product size, weight, destination, and availability, orders may ship through USPS, DHL, UPS, FedEx, or another approved carrier. Products from the same order may arrive in separate packages or on different dates.

How can I track my order?

Tracking information will be emailed after the carrier accepts your shipment. Tracking may require 24–48 hours to begin displaying movement. You can also use our Order Tracking page.

Does delivery include assembly or installation?

No. Unless specifically stated on the product page, delivery does not include assembly, installation, unpacking, or moving equipment inside your home. Large or heavy products may be delivered by a freight carrier, which may contact you to arrange an appointment.

What should I do if my package is marked delivered but cannot be found?

Check the delivery area and contact the carrier first. If the package is still missing, email us at info@trysolwyn.com so we can assist with an investigation.

What should I do if my order arrives damaged, incomplete, or incorrect?

Contact us within 7 calendar days of delivery. Include your order number and clear photographs of the product, packaging, and shipping label.

Returns & Refunds

What is your return period?

You may request a return within 30 calendar days after delivery. Returns are accepted for eligible defective products and ordinary change-of-mind purchases.

What conditions must a return meet?

The product must be unused and in the same condition in which it was received. It must include the original packaging, accessories, manuals, components, and proof of purchase. Products that have been modified, damaged, or improperly assembled after delivery are not eligible.

How do I start a return?

Email info@trysolwyn.com before sending the product. Do not ship a return until our customer service team provides authorization and return instructions. Unauthorized returns may be refused.

Who pays return shipping?

For an ordinary change-of-mind return, the customer is responsible for return shipping costs. If a product is verified as damaged, defective, incomplete, or different from what was ordered, TRYSOLWYN will provide an appropriate solution and cover all return shipping costs when a return is required.

Do you charge a restocking fee?

No. TRYSOLWYN does not charge a restocking fee.

When will I receive my refund?

After receiving and inspecting the return, we will notify you of the result. Approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may require additional time to post the refund.

Do you offer exchanges?

We do not process direct exchanges. Return the eligible product for a refund and place a new order for the desired item.

Where are authorized returns sent?

NOVERRO FITNESS / SOLWYN LLC
456 County Road 147
Coila, MS 38923
United States

Please do not send a return before receiving instructions from our customer service team.

Warranty & Customer Support

Do your products include a warranty?

Yes. TRYSOLWYN provides a one-year limited warranty beginning on the confirmed delivery date. It covers manufacturing defects in materials or workmanship under normal residential use.

What is not covered by the warranty?

The warranty does not cover normal wear and tear, post-delivery cosmetic damage, improper assembly or maintenance, misuse, accidents, unauthorized modifications, use beyond stated limits, or commercial use unless the product is expressly sold for commercial use.

How do I submit a warranty claim?

Email info@trysolwyn.com with your order number, a description of the problem, and clear photographs or video. Depending on the circumstances, we may provide replacement parts, repair assistance, a replacement product, or a refund.

How can I contact customer service?

Email info@trysolwyn.com. Customer service hours are Monday–Friday, 9:00 AM–6:00 PM Central Time. We are closed on weekends and U.S. federal holidays. We normally respond within 1–2 business days.