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Get more information Ordering & Payments 8 articles Shipping & Delivery 9 articles Order Changes 1 article Returns & Exchanges 1 article Product Information & Usage 8 articles Warranty 1 article Privacy & Data Protection 6 articles Miscellaneous 3 articles Charging Cable ↗ 1 Page Get support Contact us ↗ For assistance, use the link above or email us directly at support@svakom.com Categories Back Select Topic × Ordering & Payments Shipping & Delivery Order Changes Returns & Exchanges Product Information & Usage Warranty Privacy & Data Protection Miscellaneous Toggle Menu ← Back Ordering & Payments Which payment methods do you accept? + SVAKOM accepts a range of secure and convenient payment options , including: - Major credit and debit cards (Visa, Mastercard, American Express) - PayPal - Apple Pay - Google Pay - Shop Pay All payments are encrypted and processed securely to protect your information. If you experience any issues at checkout, our Customer Service team is happy to assist: support@svakom.com What currency are prices shown in? + All prices on the SVAKOM website are displayed in USD by default. Your final payment amount may be shown in your local currency at checkout, depending on your location and the payment method you use. This helps ensure a smooth and transparent shopping experience for our global customers. If you have any questions about currency or payment, our Customer Service team is happy to help: support@svakom.com Where can I find coupons or promotional codes? + You can discover SVAKOM coupons and promotional codes in several places: 1. Our website Subscribe to our newsletter to receive exclusive offers, early access to promotions, and special discount codes delivered directly to your inbox. 2. SVAKOM social media We regularly share campaign-specific codes and limited-time offers on our official channels: - X: @svakom_usa - Facebook: @SVAKOM - Instagram: @svakomtheofficial - YouTube: @SvakomOfficial Following us is a great way to stay updated on new launches, seasonal sales, and exclusive community promotions. How do I use a discount code? + Using a discount code is simple. Just follow these steps at checkout: 1. Add your desired products to your cart and proceed to checkout. 2. Enter your contact and shipping information. 3. On the right side of the page, locate the Discount Code field. 4. Enter your code and click 'Apply.' You’ll see the updated price immediately. 5. Continue to shipping and payment to complete your order. Please note: discount codes are not stackable, and only one discount code may be used per order. If your code isn’t working or you need assistance, our Customer Service team is always here to help: support@svakom.com What should I do if my payment fails? + If your payment doesn’t go through, don’t worry: this can happen for a variety of reasons, including bank security checks, card restrictions, or temporary connection issues. Here are a few steps you can try: 1. Try a different payment method If your credit card is not being accepted, you can check out using PayPal Express Checkout. You do not need a PayPal account — you can still pay by credit card in the PayPal pop-up window. 2. Double-check your information Make sure your card details, billing address, and contact information are entered correctly. 3. Try again later or contact your bank Your bank may temporarily block the transaction for security reasons. A quick call can often resolve this. If you continue to experience issues, our Customer Service team is here to help: support@svakom.com Why was my order flagged as high-risk? + Our security system may occasionally flag an order if something in the transaction appears unusual. This is a protective measure designed to keep your account and payment information safe. To verify the order and continue processing it, we may ask you to provide clear photos of: - A valid identification document - The credit card used for the purchase (you may cover the CVV and any digits you prefer to keep private) Please ensure the images are clear and easy to read, and reply directly to the email you received to upload them securely. Once we verify the information, we’ll process your order right away. We understand this extra step can be inconvenient, but it helps prevent unauthorized activity and ensures your account remains secure. If you have any questions, our Customer Service team is here to assist you: support@svakom.com Why haven't I received any confirmation emails or replies after placing my order? + You will receive an order confirmation email shortly after checkout, and a tracking number once your parcel leaves our warehouse. If you haven’t received any emails from us, it may be due to one of the following reasons: - Your email address was entered incorrectly at checkout. - Our messages were filtered into your spam, junk, or promotions folder. - Your email provider is blocking automated messages. Please check these folders and adjust your spam settings if needed. Using your primary email address can also help ensure you receive updates without delay. If you still aren’t receiving emails, our Customer Service team will be happy to assist you: support@svakom.com How and when can I cancel my order? + You can cancel your order depending on its shipping status: If your order has not been dispatched You may request a cancellation before it leaves our warehouse. Please contact our Customer Service team via live chat (bottom right) or email support@svakom.com with your order number. Once confirmed, a full refund will be issued to your original payment method within 3 business days. If your order has already shipped Once a package is on its way, we’re unable to cancel it. After your parcel arrives, please reach out to Customer Service and we’ll provide the return address. Please note that return shipping fees are the responsibility of the customer. You’ll receive a tracking number via email as soon as your order ships, and you can also view tracking details directly through your SVAKOM account. Delivery times may vary during holidays or due to weather or customs delays. For any questions, our dedicated Customer Service team is here to help: support@svakom.com Shipping & Delivery Where do you ship from? + To ensure faster delivery and a smoother shopping experience, SVAKOM ships orders from several regional warehouses. Depending on your location, your order may be fulfilled from: - The United States - Europe (from our warehouse in Germany) - China This allows us to ship domestically in many regions and deliver your products more quickly. Please note that delivery times may be longer for remote areas or certain countries, such as Norway, South Africa, or Ukraine, where transit times can vary based on local postal conditions and ZIP codes. We sincerely appreciate your understanding. Due to local regulations, we are currently unable to ship to certain Middle Eastern countries. If you’re unsure whether we can ship to your location, feel free to contact us before placing your order: support@svakom.com What are your shipping costs? + SVAKOM offers free standard shipping on all orders. You’ll also receive a tracking number as soon as your parcel is dispatched, so you can follow your order every step of the way. For international orders, customs duties or import taxes may apply depending on your country’s regulations. Any such charges are the responsibility of the recipient, and SVAKOM is not able to predict these charges prior to delivery. Why can’t I use a PO Box as my shipping address? + Outside of UPS deliveries within the United States, which can ship to P.O. Boxes, we recommend using a residential home address. Store locations and pickup points carry a higher risk of loss or theft, and orders sent to these addresses are the customer’s responsibility. For a smooth delivery, please ensure your postal code and house number are entered correctly. Which logistics provider delivers my order? + 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, 4PX 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. Please note that deliveries to remote areas are usually handled by postal services, which are slower and may take up to one month. If you prefer a faster option, you’re welcome to contact us to arrange express shipping via DHL, FedEx, or UPS. With Express Shipping, you will be responsible for customs clearance as well as any duties or taxes that apply. If you choose our standard postal shipping, no customs clearance or additional fees will be required. 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 will my order take to arrive? + Delivery times vary depending on your location and the shipping method selected at checkout, but here’s a general guide: - United States: Approximately 1 week - Europe & East Asia: Approximately 2 weeks - South America: Up to 1 month due to customs processing - Remote Regions: Delivery may take around 1 month Please note that these timeframes are estimates. Actual delivery can vary based on local carriers, customs procedures, and seasonal demand. For the most accurate information (including processing times and region-specific details) please visit our Shipping Policies page. When will I receive my tracking information? + You’ll receive a tracking number by email as soon as your parcel is dispatched. You can also view your tracking details at any time by logging into your SVAKOM account. Do you offer discreet shipping and billing? + Yes! All SVAKOM orders are shipped in plain, discreet packaging with no product names or imagery on the outside. For billing, please note that it is completely normal for our brand name to appear on your statement. This is expected and not an error, so there’s no need for concern. We emphasize this because it’s a question we receive often and we want you to feel fully informed. Can I track my order? + Yes. All SVAKOM orders include standard tracking. You’ll receive a tracking number by email as soon as your parcel is dispatched. You can also view your tracking details at any time by logging into your SVAKOM account. How can I update my shipping address after checkout? + You can update your shipping address depending on the status of your order: If your order has not been dispatched We can update your shipping address before your parcel leaves our warehouse. Please send the following information to our Customer Service team: - Order Number - Receiver Name - Address - City - State / Province - ZIP / Postal Code - Country - Phone Number If your order has already shipped Once your package is on its way, we’re unable to change the shipping address. You may either: contact the courier directly with your tracking number to request a delivery change, or wait for the parcel to arrive and then arrange a return. To avoid delays, we kindly recommend double-checking your shipping details before placing an order. For any questions, our Customer Service team is always here to help: support@svakom.com Order Changes How can I change my product selection? + You may be able to update your product selection depending on your order status: If your order has not been dispatched We can adjust your product details before your parcel leaves our warehouse. Please share the following information with our Customer Service team: - Order Number - Original Quantities / Colors / Cable Types - Updated Quantities / Colors / Cable Types If your order has already shipped Once your package is on its way,