FAQs

Last updated: May 2026

1. What is Sorvenra’s business model?

Sorvenra is a made-to-order online store. Every item is custom produced only after you place an order.
We do not keep ready-made inventory, which allows us to offer a wide variety of designs while reducing waste.

2. How long does it take to receive my order?

Production time: Usually 3–7 business days
Shipping time: 7–12 business days (US) / 12–25 business days (International)
Total estimated delivery: 10–30 business days depending on your location.

These are estimates. Please check the estimated delivery time shown on each product page.

3. Can I cancel or change my order?

You can request cancellation or changes within 12 hours after placing your order (business days).
Once production begins, we may not be able to cancel or modify the order.

4. What is your return & refund policy?

Because all items are made-to-order, we do not accept returns for change of mind, wrong size/color selection, or other customer errors.
However, if you receive a damaged, defective, or wrong item, please contact us within 30 days with photos and your order number.
Eligible cases will be offered a replacement or refund.

5. Do product colors and prints look exactly like the images?

Product images are digital representations. Slight variations in color, print placement, texture, or size may occur due to the custom manufacturing process and differences in screen displays.
This is normal for made-to-order products.

6. How do I track my order?

Once your order ships, you will receive a confirmation email with tracking number(s).
You can track your package directly through the link in the email.

7. Do you ship internationally?

Yes, we ship worldwide. International customers are responsible for any customs duties, import taxes, or VAT charges.

8. What payment methods do you accept?

We accept all major credit cards, debit cards, and other secure payment methods through Stripe.

9. I haven’t received my order. What should I do?

If your tracking shows “Delivered” but you haven’t received it, please check with neighbors or your local post office first.
If the package is still missing after 45 days from shipment, contact us for assistance.

10. How can I contact customer support?

Email: [email protected]
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST)
We usually reply within 24–48 business hours.