SVAKOM CARE ABOUT YOUR REQUEST

Find answers to common questions, or reach out to us.

Find it out

Why can't I use the PO Box address as my shipping address?

In the United States, only the USPS is authorized to ship packages to PO Box or APO/FPO addresses.

On the other hand, UPS, FedEx, DHL, and TNT cannot deliver packages to such addresses.

Usually, we don't ask our factory to arrange shipment through a specific courier because delivery fees vary depending on the destination, and the courier's decision is based on their own considerations.

It is generally not recommended to use P.O. Box addresses because they are susceptible to delivery failure or delay.

Please note that when providing your address, use your exact address information and avoid using P.O. Box addresses.

What logistics provider do you use to transport my parcel?

We provide door-to-door delivery services for our customers.

For shipping within America, we primarily use UPS, while for accessories, we use USPS.

In Canada, we mainly adopt FedEx and Canada post for shipping.

For European countries or Korea, we use 4PX, while for United Kingdom we use Royal Mail.

For Thailand, we use flash express.

For other countries, we use major shipping methods that vary according to the country.

However, for remote and island countries, we may have to contact you to confirm whether we can deal with customs clearance if we decide to ship through express services like DHL, FedEx, or UPS to avoid a month-long delivery time, which you may handle the possible duties & taxes from the customs.

Please don't worry about the shipment being discreet, as we ensure that the information about the toys you purchased will not be displayed on the outer box.

How long does it take to receive my package?

Please check our Shipping Policies

Do you offer discreet shipping & billing?

Discreet Shipping
In addition to offering something you could possibly want from our store, we prioritize your privacy.

We use state-of-the-art encryption to protect your credit card information and send out your order in plain packaging to preserve your privacy.

Discreet Billing
The issuing bank requires showing the brand name of the website.

If the brand name is not displayed, after a period of time, some customers may question about the transaction since they forget which website they were buying from at the time.

Financial information (credit card numbers, credit card expiration dates, billing address, and so forth) is used solely to bill you for products and services and we make every effort to keep your information secure from theft or fraud.

When will I receive my parcel?

There are two situations for this questuion.

1. Orders on weekdays: Delivery will be arranged within 24 hours after receiving the order.

Generally, transportation will take 3-18 working days varies from countries.

2. Weekend Orders: Since the warehouse staff and logistics personnel do not work on weekends, the delivery and transportation can only be arranged on Monday.

Sometimes delivery will be delayed due to holidays or unexpected trouble like weather or detains from the customs. When we ship your order, our system will send you the tracking number via email, and you can also check the trace directly from your account.

For any problem, please contact our dedicated customer service: support@svakom.com

When & How can I cancel my order?

For this question, there are two situations in all.

Situation 1: If your package has not been dispatched yet, we can cancel your order.

Please provide our customer service staff with your order number so that we can help cancel the order.

After we cancel the order, a full refund will be sent to your card within 3 business days.

Situation 2: If your package has already left our warehouse, we cannot cancel your order.

We suggest you to directly contact our customer service after you receive our parcel, we will offer the return address.

But please noted we don't take responsibility of the returned delivery fee.

For any problem, please contact our dedicated customer service: support@svakom.com

How can I change my shipping address?

For this question, there are two situations in all.

Situation 1: If your package has not been dispatched yet, we can directly help to alter your shipping address.

And you need to provide your new shipping address by filling below format:

Order Number:
Receiver:
Address:
City:
State:
Zip Code:
Country:
Phone Number:

Situation 2: If your package has been dispatched already, we cannot change the shipping address.

We suggest that you return the parcel after receiving it, or you can directly contact the courier to alter the destination with your tracking number.

Before placing the order, please verify the correct transportation information of the recipient to avoid unnecessary losses caused by the personal reasons of the customer.

For any problem, please contact our dedicated customer service: support@svakom.com

How can I change the product quantities/product colors/cable types?

For this question, there are two situations in all.

Situation 1: If your package has not been dispatched yet, we can directly help to alter the product information.

And you need to provide the relevant alternations by filling below format:
Order Number:
Orginal Quantities/Colors/Cable Types:
Confirmed Quantities/Colors/Cable Types:

Situation 2: If your package has been dispatched already, we cannot change the product information.

We suggest you to directly contact our customer service after you receive our parcel, we will offer the return address.

After we receive the receipt from your returned parcel, we can directly arrange the new parcel to you.

For any problem, please contact our dedicated customer service: support@svakom.com

Why haven’t I received any emails or replies after placing my order?

You will be provided with an email confirmation and be provided with a tracking code within 24 hours of the product leaving our warehouse so that you can keep a track of your product’s journey.

If you can't receive any email, your email address may have been entered incorrectly or blocked by spam filters.

Please change your spam filters or check your junk mailbox.

Please use your primary email to ensure you receive timely updates.

Thanks for your support.

If you operate according to the above methods, the problem is still not solved, please contact our exclusive customer service to solve it together: support@svakom.com

Why my order detected high risk of fraud?

Because our security system has flagged your transaction due to a potential fraud alert, and we need to verify your identity to ensure the safety and security of your account.

To proceed with the verification process, we kindly request that you provide us with clear images of both your identification card (ID) and the credit card used for the transaction.

Please ensure that the images are legible and include all necessary details, but feel free to block out any sensitive information such as the CVV code on the credit card.

You can securely upload the images by replying directly to this email. Once we receive and verify the requested information, we'll promptly proceed with processing your order.

We understand that this may cause inconvenience, but please know that this measure is in place to protect your account from potential unauthorized activity.

We appreciate your cooperation and understanding in this matter. If you have any questions or concerns, please don't hesitate to reach out to our customer support team.

We're here to assist you every step of the way: support@svakom.com

Can I track my order?

Yes.

Our delivery partners offer order tracking as standard.

You will receive information via email on how to track your order once your order is dispatched.

And you can also get the information from your account center.

Where do you ship from?

Due to the development of our business, and in line with the purpose of providing better service, we have set up our own warehouses and currently support domestic orders to local country, such as US, EU countries(shipped from Germany), China, which means we can provide a faster logistics than some other companies and you can enjoy your product sooner.

Attention: For some remote countries, cities and zones, such as Norway, Sounth Africa or Ukraine, of which the delivery time would be longer, and the situation will be varied from different specifit zip codes, we would show our gratifulness for your understanding and patience.

In order to provide a better service, nowadays, we don't ship to certain mideast countries due to certain regulations and restrictions.

You can try to confirm with us through email before you placing an order: support@svakom.com

How much does it cost to ship?

All our products are thoroughly inspected and tested before leaving our warehouse.

You will be provided tracking information and tracking code for your order.

Above all, you can enjoy a free and fast shipping from SVAKOM, which is really important for online shipping.

Which payment options are available?

Please check our Payment Methods

When & How can I cancel my order?

For this question, there are two situations in all.

Situation 1: If your package has not been dispatched yet, we can cancel your order.

Please provide our customer service staff with your order number so that we can help cancel the order.

After we cancel the order, a full refund will be sent to your card within 3 business days.

Situation 2: If your package has already left our warehouse, we cannot cancel your order.

We suggest you to directly contact our customer service after you receive our parcel, we will offer the return address.

But please noted we don't take responsibility of the returned delivery fee.

For any problem, please contact our dedicated customer service: support@svakom.com

Discount Code Use Guide

Kindly suggest you follow these to steps to redeem the coupon:

1. Choose what you want to buy or click checkout from your cart.

2. Fill in the information first and then put your discount code in the red box on the right and click Apply.

Next click Continue to shipping.

You can see the price has been reduced.

3. Click Continue to payment and complete your order.

Where can I get the coupons?

At present you can get our discount codes in 3 ways.

1. from our website.You will get the discount code after subscribed our newsletter.

2. from our social medias when we launch different campaigns, you can get them from the belows:
Twitter: @svakom_usa
Facebook:@SVAKOM
Instagram: @svakomtheofficial
Youtube: @SvakomOfficial

3. from our off-line parties or events or exhibitions, we will distribute the discount codes on tickets if you attend our activities.

What is the currency on your website

To ensure a smooth shopping experience, especially for a cross-border business, a sound payment system is essential.

So we've built a robust currency payment scheme that supports the dominant local payment methods in each country.

If my payment failed, what should I do?

Some customers may encounter payment failure during the payment process when using their credit cards.

If you are unable to pay by credit card, we recommend another payment method, using Paypal Express Checkout and then selecting the payment by credit card in the paypal pop-up window.

Kindly suggest you to pay through paypal by the following steps:
1. Choose what you want to buy or click checkout from your cart.
2. In the information filling page, fill in your credit card information.
3. Click the Continue button at the end to complete credit card payment.

For any problem, please contact our dedicated customer service: support@svakom.com

How do I confirm my toy is a real one from SVAKOM?

Please check our Product Authentication

Can I change my product after they are received and opened?

Actually all our products are non-returnable if they are unpacked after arrives.

This is for hygienic reasons since we cannot ensure the sterility of items after they have been received and opened.

That should be a relief — you can rest assured that no product you receive has ever been in the hands of another customer!

If the products are still packed, please follow the steps from How can I change the product quantities/product colors/cable types

For any problem, please contact our dedicated customer service: support@svakom.com

How can I play with my toys?

Please check our Product Manuals

How can I charge my toys?

Please check our Product Manuals

How many modes of my toys?

Please check our Product Manuals

How many intensites of my toys?

Please check our Product Manuals

How can I clean my toys/Are my toys waterproof?

Please check our Product Manuals or the specific product pages

Which cable matches my toy?

Please check our Cable Matching

How to take out/reinstall the sleeves of the masturbators?

All the questions related to the Warranty

Please check our Warranty Claim

All the questions related to the APP

Please check our App Guide

What information do we collect?

We will only collect and use personal information which is necessary to comply with our legal obligations and to assist us to administer our business and provide you with the services you request.

We collect information from you when you register on our site, place an order, subscribe to our newsletter or respond to a survey.

When ordering or registering on our site, as appropriate, you may be asked to enter the following information: your name, e-mail address, mailing address, and phone number.

You may, however, also visit our site anonymously.

What do we use your information for?

We use the information you provide to us for the specific purposes for which you provide the information, as stated at the time of collection, and as otherwise permitted by law.

The information we collect from you may be used in the following ways:
• To personalize your experience
• To improve our website and your shopping experience
• To improve customer service
• To process transactions including executing your payments and delivering the purchased products or services requested • To administer a contest, special promotion, survey, activity or other site feature
• To send periodic emails. The email address you provide for order processing may be used to send you important information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.

Legal basis for the processing of personal information

If you are located in the European Economic Area ("EEA"), our processing of your personal information will be based on the following:

To the extent that we obtain your consent for the processing of your personal information such processing will be justified pursuant to Article 6 (1) lit. (a) of the General Data Protection Regulation (EU) 2016/679 ("GDPR").

If the processing of your personal information is necessary for the performance of a contract between you and us or for taking pre-contractual steps upon your request, such processing will be based on GDPR Article 6 (1) lit. (b).

Where the processing is necessary for us to comply with a legal obligation, we will process your personal information on the basis of GDPR Article 6 (1) lit. (c), and where the processing is necessary for the purposes of our legitimate interests, such processing will be made in accordance with GDPR Article 6 (1) lit. (f).

Please note that where you have given your consent to the processing of your personal information you may withdraw your consent, for example by sending an e-mail to at any time which withdrawal will not affect the lawfulness of any processing previously made on basis of your consent.

Your rights

We take reasonable steps to ensure that your personal information is accurate, complete, and up to date.

You have the right to access, correct, or delete the personal information that we collect.

You are also entitled to restrict or object, at any time, to the further processing of your personal information.

You have the right to receive your personal information in a structured and standard format and, where technically feasible, the right to have your personal information transmitted directly to a third party.

You may send us an e-mail to exercise your rights.

We will respond to your request in a reasonable timeframe. We will take all reasonable steps to ensure that your personal data is correct and up to date.

How do we protect your information?

You are responsible for your own username and password safety and security on SVAKOM.

We recommend choosing a strong password and changing it frequently.

Please do not use the same login details (email and password) across multiple websites.

Do we use cookies?

Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you have allowed it via your settings).

This enables the sites or service providers systems to recognize your browser and capture and remember certain information.

We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits and compile aggregate data about site traffic and site interaction so that we can offer better site.

Always in service

•Call us: +1 833-275-3482

•Chat with us online

•Email us: support@svakom.com

Company introduction

Please check About Svakom

Where can I get Svakom products offline?

Please check Find A Svakom Store

Still have questions ?

If you have any questions or concerns about our products or services, please do not hesitate to contact us. Our friendly and knowledgeable customer service team is available to assist you with any inquiries you may have.