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» About Solaris

Making Smart & Safe Purchases

Please take a few moments to read this section. It summarizes all the
important things you should understand when purchasing equipment from Solaris.

Know your Equipment
- Maintaining Equipment
- Operating Equipment
Payment Types
- Wire Transfers
- ACH Transfers
- Direct Deposit
- Cashiers Checks
- Company & Personal Checks
- Credit Cards
- PayPal & Other Payment Types
Shipping
- How to Receive a Shipment
- Reporting Damage
- Safe & Secure Shipping
- International Shipping
- Customs Delays
Warranty
- Understanding your Warranty
- How to Correctly Process a Warranty
- Who Pays for Shipping?
Protecting your Information
- What NOT to do
- Your Privacy

Know your Equipment

Maintaining Equipment

Knowing how or where to maintain your equipment is essential.

If you are purchasing large electro-mechanical equipment such as moving lights, lighting consoles, audio mixers or the like it is imperative that you know how to maintain this equipment or at least know where you can take it for maintenance.

If you need help with maintenance or finding a place that can help you maintain your newly purchased equipment, please call us and we'll help you find a professional service location.

Operating Equipment

If you are unsure of how equipment works you may need some training.

If you need assistance operating your mixing console, moving light, etc... then give us a call and we can help you find a professional operator who can help you learn your equipment. We are unable to give assistance directly, but can find you the right people for the job if you require..

Understanding Payment Types

Wire Transfers

Wire Transfers are the fastest way to send funds.

Wire transfers are electronic bank transfers that usually take place very quickly and do not require a clearing period. Transfer periods and bank charges can vary depending on if they are sent internationally or domestically. See details below.

Transfer Times
- Domestic Transfers usually take 1 business day.
- International Transfers usually take 2-5 business days.
- Usually transfers have to occur early in the day to show up the following day.
Bank Charges
- Banks usually charge anywhere from $10 USD - $35 USD for domestic transfers.
- Banks usually charge anywhere from $25 USD - $65 USD for international transfers.

ACH Transfers are like Wire Transfers except that they do not incur bank charges and take longer to process.

ACH Transfers

ACH Transfers are like wire transfers, except they take longer and do not incur bank fees.

ACH transfers are electronic bank transfers that usually take longer than wire transfers and can only be done domestically. See details below.

Transfer Times
- Domestic Transfers usually take 1-3 business day.
Bank Charges
- No bank charges apply for ACH Transfers.

Direct Deposit

If you have an account with Bank of America you can do a direct deposit into our account at no charge..

If two accounts are located at the same bank then you can do a direct deposit. This is where funds from one account are directly transferred into the second account. There should be no bank fees to do this and processing time is usually within 24 hours. See details below.

Transfer Times
- Transfers usually take less than 1 business day.
Bank Charges
- No bank charges apply for direct deposits..

Cashiers Checks

Cashiers checks are bank certified checks that usually have a short clearing period.

WARNING! :: Even though people will tell you that a cashiers check is as good as cash in hand they are wrong. Cashiers checks are easily forgeable and therefore you should allow some clearing time to confirm that it is a valid check.

Cashiers checks are certified checks that have to be requested for and created at a bank center. Usually you go to your bank, tell them you want a cashiers check made out for a specific amount to a specific recipient. They deduct the amount from your account and create the check for you. There is usually a fee of under $15 to create the check.

Clearing Times
- These checks usually take 1-2 days to clear.
Bank Charges
- Usually $5 - $20 USD.

Company & Personal Checks

Company & Personal Checks are easy and cost effective. They are a good payment choice if you are not in a rush.

Company & Personal Checks are a common way to purchase goods. They can take from 3-7 business days to clear.

Clearing Times
- These checks usually take 3-7 days to clear.
Bank Charges
- Cost of one check.

Credit Cards

All prices on our website are cash prices. Credit Cards may incur an administration & handling fee for the extra processing.

For some orders we are able to accept credit cards (usually for small amounts). A credit card authorization form is required to process credit cards.

Cards Accepted
- VISA
- American Express
- Master Card.

PayPal & Other Payment Types

We do not accept PayPal payments or any other types of payment.

Shipping

How to Receive a Shipment

Inspecting your shipment upon delivery is critical to maintaining your warranty and your ability to file shipping damage claims.

IMPORTANT ! :: You must inspect your shipment upon delivery and if there is any noticeable damage you MUST report this on the paperwork BEFORE the shipping driver leaves. Failing to do so may result in a voided warranty or the inability to file a damages claim.

If damage is found report it on the drivers paper work and contact Solaris immediately!

When you receive your shipment you must make a exterior visual inspection of it before letting the driver leave. DO NOT SIGN the drivers documents until you have done this. If you see any noticeable exterior damage to boxes or flight cases you must report this on the drivers documents. Failing to do this could result in loss of your warranty.

If you do find exterior damage, take pictures or video of it, if possible, and report the damage on the drivers paper work and notify Solaris immediately.

Reporting Damages

How to report shipping damages.

If damage is found report it on the drivers paper work and contact Solaris immediately!

If possible, take pictures or video of the damage.
Report the damage on the drivers paper work.
Contact Solaris immediately to report the damage.
If you arranged the shipping then you will have to contact the shipping company to file the damages claim.

Safe & Secure Shipping

Knowing how to safely ship equipment is essential to a pain free experience.

Here are some main points you need to understand when it comes to shipping equipment safely.

KNOWING WHICH CARRIERS TO USE & WHEN - The carrier you should use should depend on what you are shipping. Here is some guidelines on who to use and when.
- FedEX / UPS / DHL - Use these carriers for anything under 150 lbs and that is not delicate. Some products are fine to ship with these carriers such as lighting consoles in flight cases, audio amps or anything that does not have glass in it.
- Freight Shipping - If you are shipping small items under 150 lbs that are somewhat delicate we recommend you ship them with a freight line and use a pallet. These companies are also used for any medium to large shipment over a couple hundred pounds. We highly recommend that no matter what you are shipping that you use pallets to ship on, even if it is small. It may cost you more, but it will cost you even more if the shipment gets damaged.
PALLETS! - When shipping medium to large sized equipment then pallets should be used, no acceptions. Shipping equipment such as moving lights in road cases without a pallet is a sure way for equipment to get damaged.
WRAPPING & STRAPPING - Wrapping heavy duty plastic wrap around equipment on a pallet helps to keep the equipment secure on the pallet. Using straps is an even more secure way to keep equipment pinned down on to the pallet.
LOAD BARS - Load bars can be requested on shipments and help to hold an secure equipment within a shipping truck. They are great so equipment does not shift around during transport.
SHIPPING INSURANCE - Shipping insurance is required for all shipments and provides a safety net in case there is shipping negligence on the shipping companies part. Be warned though as it can be like pulling teeth to actually get your claim accepted. If you ship a lot then we recommend you use a dedicated shipping insurance company that will help you file claims on all your shipments no matter what the carrier you use. We highly recommend Nacora for your shipping insurance needs.

International Shipping

International shipping is a lot more complex than shipping domestically within a country.

Shipping internationally is a complex process which can be simplified by using a company that can do all the work for you, but it still may entail filling out some forms. With international shipping there are a few components to understand. Here is a list.

SHIPPING COST - This is the straight shipping cost from one location to the other. This pays for the actual transportation using truck, plane, etc.
DUTIES & TAXES - All items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with that country's national laws. The buyer is responsible for all duties and taxes incurred. The cost of duties and taxes depends on the type of equipment and its cost. Some countries may tax 6% while others may go up to 20% or more.
CUSTOMS & CLEARANCE - In most cases there are also fees that apply to cover the cost of clearing the goods through customs.

Customs Delays

In some cases of international shipping customs may choose to hold a shipment for inspection and delay the shipment. This is something that Solaris is completely unable to control.

There may be times when a shipment crosses a country border and customs will choose to hold the shipment for inspection purposes. Unfortunately, this is completely out of our control and customs may choose to hold it indefinitely which will delay the shipment, even if it is a guaranteed shipment. Even at this point we are unable to recover the costs from the shipping company for a held shipment.

Warranty

Understanding your Warranty

Knowing how to process a warranty before hand will make it a pain free warranty.

To process a warranty you must comply with the following guidelines:

TESTING EQUIPMENT UPON ARRIVAL - You must test your equipment upon arrival to ensure it works. If you have a 30 day warranty and don't run your equipment until 35 days later and find an issue then you will not be able to receive any warranty work.
REPORT ISSUES IMMEDIATELY - We can only process a warranty if the problem occurs within the warranty period. If you find a problem report it immediately.
DO NOT PERFORM YOUR OWN WARRANTY WORK AND SEND US A BILL - If you need a warranty processed you have to report it to us and we will instruct you on how to proceed with the warranty. Sending the warranty word to a 3rd party without notifying us and sending us a bill is not covered under your warranty..
SHIPPING - Warranty work only covers the parts or labor required for the repair. You are required to pay for all shipping on warranty work.

How to Correctly Process a Warranty

Here are the steps to receive your warranty.

Write up a detailed description of the problem along with pictures (if possible) and send this to us via email and call us as well.
In most cases, if the issue is within warranty we will either send you parts or schedule a repair for the equipment and notify you of where to send the equipment.
We may also take a number of possible routes to process the warranty and will notify you how we will proceed.

Who Pays for Shipping?

The customer is responsible for all shipping for warranty work.

The customer must pay for shipping to and from a repair center for all warranty work.

Protecting Your Information

What NOT to do

Here is a list of things that you should not do so you can protect your information.

CREDIT CARD INFORMATION OVER EMAIL - DO NOT send credit card information to us via email. This is highly unsafe as email may be easily hacked.

Your Privacy

We keep your information private.

We do not sell your information to any 3rd parties and will not spam you. Your information may be used by ventures started by the owners of Solaris, but again, will be kept away from any 3rd parties that may use your information for marketing purposes.

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