Frequently Asked Questions

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.

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.

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.

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

Please check our Product Authentication.

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

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.

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.

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.

• Call us: +1 833-275-3482
• Chat with us online
• Email us: support@svakom.com

Please check About Svakom.

Please check Find A Svakom Store.

Please check our Product Manuals.

Please check our Product Manuals.

Please check our Product Manuals.

Please check our Product Manuals.

Please check our Cable Matching.

Please check our Product Manuals or the specific product pages.

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.

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.

Please check our Shipping Policies.

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.

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, South Africa or Ukraine, of which the delivery time would be longer, and the situation will be varied from different specific zip codes, we would show our gratefulness 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

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.

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

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.

Please check our Warranty Claim.

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

To connect your device, first download the Svakom app from the App Store or Google Play Store. Enable Bluetooth on your phone, turn on your device, and follow the in-app instructions to pair them.

Yes, our app is available for both iOS and Android devices. You can download it from the App Store for iOS devices or Google Play Store for Android devices.

If your device won't turn on, first ensure it's fully charged. Try charging it for at least 2 hours, then attempt to turn it on again. If it still doesn't work, contact our support team for assistance.

If you're having trouble connecting, try these steps:

1. Ensure Bluetooth is enabled on your phone
2. Make sure your device is charged and turned on
3. Restart the app and try connecting again
4. If possible, try connecting to a different device to isolate the issue

If problems persist, contact our support team.

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

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