FAQ
FREQUENTLY ASKED QUESTIONS
Sulvino
Last updated: October 24, 2026
Website: https://sulvino.com
Operated by: Guangzhou Fengpei Trading Co., Ltd.
Customer service email: service@sulvino.com
Customer service telephone: +1 (616) 266-3725
Registered business address: Room 102, No. 102 Fengguang Road, Zhongxin Town, Zengcheng District, Guangzhou, Guangdong, China
ORDERS AND PAYMENTS
1. How do I place an order?
Select a product from https://sulvino.com/collections/all, review its options and description, add it to your cart, and complete checkout. Check the quantity, shipping address, and contact email before paying.
2. Which payment methods do you accept?
You can pay using the payment methods presented at checkout. Your order total is confirmed before payment authorization.
3. Can I use a discount code?
Enter an eligible discount code at checkout. The adjusted total is displayed before payment. A discount applies only when its stated conditions are met.
4. Can I cancel or change my order?
Email service@sulvino.com immediately with your order number and requested change. We can make changes or cancel the purchase before dispatch when the order has not entered a stage that prevents modification. Orders already dispatched cannot be canceled in transit.
SHIPPING AND TRACKING
5. What is the shipping charge?
Standard shipping is USD $5.99 per order. Your complete shipping charge, including any promotion or destination-specific rate, is shown before payment on the checkout page.
6. When should I expect delivery?
Orders normally require 1–3 business days for processing. Estimated transit after dispatch is 10–20 business days. The full estimated order-to-delivery period combines processing and transit. Carrier and customs delays can affect the arrival date.
7. How do I track my shipment?
When tracking is available, it is sent to your order email. Tracking may take 24–48 hours after dispatch to display the first carrier scan.
8. Why did my order arrive in more than one package?
A multi-item order can be dispatched in separate packages. The packages may have different tracking references and delivery dates.
RETURNS, REFUNDS, AND PRODUCT ISSUES
9. What is your standard return period?
You may request a return for eligible unused items within 14 calendar days after delivery. Original condition, included parts, accessories, and packaging are required. Contact service@sulvino.com before sending merchandise back.
10. What if I receive an incorrect, defective, or damaged item?
Email us within 7 days after delivery with your order number and clear photographs. We will review the issue and arrange an appropriate refund or replacement for a verified error. This notification request does not reduce rights provided by applicable consumer protection laws.
11. Who pays return postage?
For an approved change-of-mind return, the customer pays the return shipping cost. For a return caused by an incorrect, defective, or damaged item supplied by Sulvino, we cover the appropriate return shipping costs or provide another remedy without additional return shipping charges.
12. How long does a refund take?
After an authorized returned item is received and inspected, an approved refund is initiated to the original payment method within 5–10 business days. Additional posting time depends on the bank or payment provider.
13. Where should I return my item?
Do not send parcels to our registered business address. Customer service provides the correct return destination and shipping instructions after the return request is authorized.
14. Can I exchange an item for another size or color?
We do not operate a direct change-of-mind exchange service. For an eligible item, request a return and place a new order for the preferred option. Verified incorrect or defective items are handled through our product-issue resolution process.
PRODUCT AND CUSTOMER SERVICE
15. How do I know what comes with a product?
Read the individual product description and options before ordering. The components and measurements shown on that product page apply to the item being sold.
16. How can I get customer support?
Email service@sulvino.com, call +1 (616) 266-3725, or use https://sulvino.com/pages/contact. For an order inquiry, provide your order number and checkout email.
For additional details, read the Shipping & Delivery Policy and Return & Refund Policy on Sulvino.