FAQ
Frequently Asked Questions (FAQ)
Welcome to the Sarvelune FAQ page! This page provides answers to many of the most common questions customers may have while shopping with us. If you cannot find the information you are looking for, please contact our support team at support@sarvelune.com and include your Order Number and Order Email so we can assist you more efficiently.
Ordering & Payments
Q: How can I use a discount code?
You can enter a discount code during checkout by following these steps:
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Add the items you would like to purchase to your shopping cart.
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Select PAY WITH DEBIT/CREDIT CARD to continue to checkout. (This applies whether you choose PayPal or a credit/debit card as your payment method.)
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On mobile, tap Show order summary and enter your discount code. On desktop, enter the code in the discount field displayed on the right side of the checkout page.
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Complete your order using your preferred payment option.
Q: Which payment methods are accepted?
We offer several secure and convenient payment options:
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PayPal, including guest checkout
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Major credit/debit cards: Visa, MasterCard, American Express, Diners Club
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Apple Pay & Google Pay
Q: What are the shipping costs?
Standard worldwide shipping is typically USD $5.99. The final shipping charge may vary depending on your destination and any active promotional offers. The exact shipping cost will be shown during checkout before your order is submitted.
Shipping & Delivery
Q: Do you ship internationally?
Yes. We deliver to most countries and regions worldwide. Depending on the products purchased, inventory availability, and the destination of your order, items may be shipped from one of our available fulfillment facilities.
Q: How long does shipping take?
Delivery is generally expected within approximately 10–20 business days after your order has been processed and dispatched.
Q: How can I track my order?
After your order has shipped, we will usually send a shipping confirmation email containing your tracking number. You can use the tracking details in that email to monitor your package while it is in transit.
Q: Why isn’t my tracking number updating?
Tracking information may take approximately 24–48 hours after shipment confirmation to become active or begin showing updates. In some cases, tracking may remain unchanged for several days while your package moves between carrier locations.
Q: I only received part of my order. Why?
If your purchase contains multiple products, some items may occasionally be shipped separately from different fulfillment facilities. In these situations, each package may receive its own tracking number, and the applicable tracking information will be sent to your email address.
Order Modifications & Cancellations
Q: Can I update my shipping address, name, or phone number?
These requests are time-sensitive. Please contact us as quickly as possible at support@sarvelune.com using the subject line “Urgent: Address Change”.
Please provide:
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Your Order Number
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Order Email
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Correct shipping information
We will make reasonable efforts to update your information as long as the order has not already entered processing or fulfillment. Once an order has shipped, changes generally cannot be made. In some situations, you may also need to contact the shipping carrier directly.
Q: Can I modify the items in my order?
If you need to change a product size, color, quantity, or another order detail, please contact us promptly at support@sarvelune.com with the subject line “Urgent: Order Change.”
Please include:
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Your Order Number
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Order Email
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Details of the requested changes
Order changes can only be completed before the fulfillment process has started.
Q: Can I cancel my order?
If your order has not yet entered fulfillment or shipping, please contact us as soon as possible to request cancellation.
We cannot guarantee that an order can be cancelled after processing has already begun. Orders that are already in transit generally cannot be cancelled and may instead need to be returned after delivery in accordance with our Return & Refund Policy.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We’re sorry that your order arrived in this condition. Please contact support@sarvelune.com and provide the following:
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Your Order Number
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Order Email
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Clear photos or video showing the damaged item
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A photo of the shipping package
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A photo of the shipping label
Please keep the product and all original packaging until our customer support team has completed its review of your case.
Q: My item has a quality issue or defect.
Product quality is important to us. Please email support@sarvelune.com and include your Order Number, Order Email, and clear photos or video showing the issue.
Our customer support team will review the information you provide and determine the appropriate solution.
Q: I received the wrong item or am missing items.
We apologize for the inconvenience. Please contact support@sarvelune.com and provide:
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Your Order Number
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Order Email
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A photo or video of the products received
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A photo of the shipping package and label
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A description of the incorrect or missing item
We will review the information you provide and work to resolve the matter as quickly as reasonably possible.
Account & Communication
Q: I didn’t receive an order confirmation email.
Please begin by checking your spam or junk email folder.
If you still cannot locate your confirmation email, contact support@sarvelune.com using the same email address you used when placing your order. Please include your name and any available order details so our team can help locate your purchase.
Q: I haven’t received my tracking number yet.
Tracking information is generally sent after your order has completed processing and has been shipped.
Please check your spam or junk folder first. If you still have not received tracking information after your order has been processed, contact us at support@sarvelune.com and our team will assist you.