Frequently Asked Questions

We want your experience with SOVAELLE to feel comfortable, informed, and discreet. Below are answers to some of our most frequently asked questions.

Are orders shipped discreetly?

Yes. We understand the importance of privacy and work to keep your order discreet.

Orders are shipped in standard outer packaging without explicit product descriptions. Depending on the product and fulfillment location, the parcel may display the name of a shipping carrier or fulfillment partner.

What will appear on my billing statement?

Your purchase will appear as SOVAELLE or the payment descriptor presented during checkout. Explicit product names will not appear on your billing statement.

Where does SOVAELLE ship?

We currently serve customers in Canada and the United States.

Product availability, shipping rates, and delivery times may vary by location. The options available for your address will appear during checkout.

How long does order processing take?

Orders are normally processed within one to three business days.

Some products may be shipped directly by one of our fulfillment partners. If your order contains multiple products, they may arrive in separate packages.

How long will delivery take?

Estimated delivery times are shown during checkout whenever available.

Delivery times can vary based on your location, the product’s fulfillment location, carrier delays, weather, holidays, and customs processing. Estimated delivery dates are not guaranteed.

How can I track my order?

You will receive a shipping confirmation email with tracking information once your order has been dispatched.

If your order is shipped in multiple packages, you may receive more than one tracking number.

Can I change or cancel my order?

Please contact us as soon as possible at help@sovaelle.ca.

We will do our best to help, but orders cannot be changed or canceled once they have entered processing or been shipped.

Can I return a product?

Due to the intimate nature of the products we sell, we do not accept returns or exchanges.

This policy helps protect the health, safety, and privacy of every SOVAELLE customer. Please review the product details carefully before placing your order.

What should I do if my product arrives damaged or defective?

Please email help@sovaelle.ca as soon as possible with your order number and clear photos or a video showing the issue.

Many products include a manufacturer warranty. Depending on the product and the nature of the defect, we will help you determine the appropriate next step and work with you toward a resolution.

How do I choose the right product?

Start by considering the type of experience you want, your comfort level, and the features that matter most to you.

Our product pages are designed to clearly explain product features, materials, dimensions, and recommended experience levels whenever that information is available.

If you need additional guidance, contact us at help@sovaelle.ca. We will be happy to help you compare your options discreetly.

Are your products safe to use?

Always read the product instructions before use and follow the manufacturer’s guidance for cleaning, charging, storage, and compatible lubricants.

Inspect your product before each use and discontinue use if you notice damage, discomfort, or an unexpected change in performance.

SOVAELLE does not provide medical advice. Speak with a qualified healthcare professional if you have questions relating to a medical condition, pregnancy, recovery from a procedure, or product compatibility with your body.

How should I clean and care for my product?

Care instructions vary by material and product type.

Follow the manufacturer’s instructions included with your product. Unless the instructions state otherwise, clean the product before and after use with an appropriate product cleaner or mild soap and warm water.

Allow the product to dry completely before storing it in a clean, dry place. Never submerge an electronic product unless it is specifically identified as waterproof.