Frequently Asked Questions (FAQs)

Ordering

How do I place an order?

Browse our products, choose your preferred options, add the items to your cart, and follow the checkout instructions. An order confirmation will be sent to the email address provided during checkout.

What if I haven't received an order confirmation?

Please check your spam folder and verify your email address. If you still cannot locate the confirmation, contact support@sovixalum.com.

Can I cancel or modify my order?

Contact our team promptly after placing your order. We will review your request, but changes may no longer be possible once fulfillment has begun.

Can I update my delivery address?

Please email us with your order number and the correct address as soon as you notice an error. Address changes cannot always be made after dispatch.

Why might an order be canceled?

An order may be canceled because of stock availability, payment verification issues, incorrect pricing, shipping restrictions, or suspected unauthorized activity. Payments collected for canceled items will be refunded.

Payment

Which payment methods can I use?

Payment options available to you will appear during checkout. Availability may depend on your location and payment provider.

Is checkout secure?

Payment transactions are handled using the security measures provided by our payment-processing partners. Tidyrova does not normally receive complete payment-card details.

Why didn't my payment go through?

This may happen because of incorrect payment information, insufficient funds, security restrictions, or bank authorization issues. Contact your payment provider or try another checkout option.

Shipping & Delivery

When should my order arrive?

Our reference processing time is 1–3 business days. Estimated standard transit takes 7–15 business days, with some destinations requiring 10–25 business days.

These are estimates, not guaranteed delivery dates.

How do I track my package?

When tracking is provided by the carrier, we will send a tracking number after your order ships.

Why is there no tracking update?

Tracking systems sometimes need several business days to display new scans. If your shipment has shown no movement for more than 10 business days, please contact us.

Are customs charges included?

Orders delivered internationally may incur duties, taxes, or import fees. Unless clearly included at checkout, these are normally payable by the customer.

My package is marked delivered, but I cannot find it. What should I do?

Check your delivery area and ask household members or building reception staff. You can also contact the carrier. If the package remains missing, email our support team.

Products

Will the product match the pictures?

We aim to provide accurate product photographs and descriptions. Minor differences in color or appearance may occur because of lighting, screens, and manufacturing variations.

How do I find the correct size or product variation?

Review the measurements, specifications, and available options on the individual product page before ordering.

How should I care for my purchase?

Please follow the instructions provided with the product or displayed on its product page. Suitable cleaning and storage methods depend on the type of item.

Returns & Refunds

How long do I have to request a return?

Eligible orders can be submitted for return review within 30 days after delivery.

How do I begin a return?

Send an email to support@sovixalum.com with your order number, the relevant items, and your reason for returning them. Please wait for instructions before shipping anything back.

Who pays for return shipping?

Customers normally cover return postage for change-of-mind requests. Different arrangements may apply to verified faulty or incorrectly supplied items and where required by law.

When will my refund arrive?

After a return is received, inspected, and approved, the refund will be sent to the original payment method. Financial institutions may require another 5–10 business days to show the amount.

Are exchanges available?

Exchanges depend on stock availability. Our support team can advise whether a replacement or a return followed by a new purchase is more appropriate.

What if my order is damaged or incorrect?

Please report the problem within 7 days after delivery, where possible. Include your order number and clear photos of the item and packaging. Your legal consumer rights remain unaffected.

Customer Support

How can I contact Tidyrova?

Email support@sovixalum.com.

Our target response time is 1–2 business days.