1. I have a concern about my order, what’s the easiest way to contact you?
Email SivelliaUSA@gmail.com. Our team is available Mon–Fri, 9 am–5 pm ET and typically replies within one business day.
2. How long does processing take before my order ships?
Orders usually process in 1–2 business days. During peak periods or promos, allow 2–4 business days.
3. How long does shipping take? (Domestic)
Standard: 3–7 business days. Express: 2–3 business days. You’ll receive a tracking email as soon as your order ships.
4. Do you ship internationally?
Yes. Most international deliveries arrive in 7–15 business days. Local duties/taxes are set by your country and are the customer’s responsibility.
5. When will my tracking update?
Tracking becomes active 24–72 hours after the carrier receives your package. If you don’t see movement after 3 business days, email us and we’ll check.
6. I need to change my shipping address. What should I do?
Contact us within 12 hours of placing your order at SivelliaUSA@gmail.com. After that, we’ll try to help, but changes aren’t guaranteed once processing begins.
7. Can I cancel or edit my order?
We can accommodate cancellations or edits within 12 hours of purchase. Email SivelliaUSA@gmail.com with your order number.
8. What is your return/refund policy?
Returns accepted within 30 days of delivery for unused items in original packaging. Once inspected, refunds go to your original payment method within 3–5 business days.
9. Who pays for return shipping?
For standard returns, customers cover return shipping. If your item arrives damaged/defective, Sivellia will cover it or send a replacement.
10. My order arrived damaged or incorrect. What now?
Email SivelliaUSA@gmail.com within 7 days with your order number and photos. We’ll arrange a replacement or refund right away.
11. My package shows delivered but I didn’t receive it.
First, check with household members and neighbors. If still missing, email us within 3 business days so we can start a carrier trace and help with next steps.
12. Are your products safe and tested?
Yes. Sivellia fitness products are made from quality, durable materials and undergo routine quality checks. The smart Kegel trainer uses body-safe silicone and is designed for everyday comfort when used as directed.
13. What’s the hygiene policy for the Kegel trainer and similar items?
For safety reasons, opened or used intimate-wellness items (including the Kegel trainer) aren’t eligible for return. If the product is unopened and in its original seal, you can return it within 30 days. Damaged/defective on arrival will be replaced.
14. Do you offer exchanges?
Yes, for unopened/unused items within 30 days. For different sizes or versions, start a return and place a new order so we can ship your preferred item faster.
15. What payment methods do you accept?
All major cards and most digital wallets. Payments are processed securely at checkout.
16. Do you offer a guarantee or warranty?
We stand behind our gear with a 30-day satisfaction guarantee. Manufacturing defects are covered; normal wear and tear is not.
17. How do I start a return?
Email SivelliaUSA@gmail.com with your order number and reason. We’ll send return instructions and, if applicable, a prepaid label for damaged/defective cases.