FAQ

Our faq page is here to guide you through every step of your sovelivee journey. From ordering and shipping to product safety and returns, we provide clear, caring answers so you can shop with confidence. Whether you’re discovering our pet-friendly materials, checking size guides, or learning about our sustainability promise, you’ll find the details you need to choose the right products for your furry friends — and enjoy peace of mind with every purchase.

  • golden-retriever-dog-in-blue-help-vest-standing-at-customer-service-desk

    Orders & Support

    We want every shopping experience to feel easy and joyful. Whether it’s your first order or a return visit, if you have any questions or need help, our team is here to listen with patience and respond quickly - making sure every special item reaches your furry friend with care.

    View Faq
  • border-collie-dog-holding-cardboard-shipping-box-with-label-in-warehouse

    Shipping & Returns

    We know how exciting it is to receive something new for your pet. Every order is packed with love, shipped promptly, and offers flexible delivery options. If you ever need to make a return, our simple and friendly process ensures you can shop with complete confidence.

    View Faq
  • labrador-retriever-standing-with-paws-on-open-book-showing-pet-product-information

    Product Info

    Every product we offer is created with thought, love, and a deep understanding of pets’ needs. We provide detailed information about materials, features, and use so you can make the best choice for your furry companion - helping them stay happy, healthy, and comfortable.

    View Faq

Support FAQs

Orders & Support

How long will it take for my order to be processed?

Orders are typically processed within 0-2 business days. You'll receive a confirmation email with tracking information once your order is on its way.

What are your customer support hours?

Our team is available Monday–Friday, 9:00 AM to 9:00 PM (PT) for live assistance. We also provide 24/7 email support so you can reach us anytime.

How can I contact your support team?

You can reach us via email at support@sovelivee.com or call us directly at +1 (404) 664-6123. Our team is always here to help you and your furry friends!

Can I modify or cancel my order after placing it?

Yes, you can modify or cancel your order before it has been shipped. Please note, if your package has already shipped, we cannot make changes to the order.

Is my payment information secure?

Absolutely. We use secure payment processing to keep your data safe. All transactions are encrypted, and we never store your payment details.

Will I get tracking updates for my order?

Yes, once your order ships, we'll send you a tracking link so you can follow your package's journey.

Support FAQs

Shipping & Returns

How long does shipping take?

Our total estimated delivery time is 7-16 business days. This includes 0-2 business days for order processing and 7-14 business days for shipping transit.

Which countries do you ship to?

We currently only ship to the United States. We do not offer international shipping at this time.

What shipping methods do you use?

Depending on your location, we will deliver your package via reliable carriers such as USPS, FedEx, or UPS to ensure it arrives safely and efficiently.

Do you offer free shipping?

Yes! Orders over $49 qualify for free standard shipping. For orders under $49, a flat shipping fee of $5 will apply.

What is your return policy?

We offer a 30-day return window for items with quality issues or that do not meet expectations. Products must be unused and in resalable condition.

Who pays for return shipping?

It depends on the reason for the return:

  • For customer remorse (e.g., you changed your mind,
    ordered the wrong size, or no longer want the item): Original shipping
    costs are non-refundable. If you receive a refund, the cost of the
    original shipping will be deducted from your total refund amount.
  • For defective or damaged products: If the item is
    defective, damaged, or you received the wrong item, you will receive a
    full refund, including the original shipping costs.

What if my order is lost or damaged?

If your package is lost or damaged during transit, we will file a claim with the shipping company and send you a free replacement.

Product FAQs

Product Info

Are your products safe for pets?

Yes. All our products are designed and tested to ensure safety, using pet-friendly materials and features that minimize the
risk of injury during use.

How do I know if a product is suitable for my pet’s size?

Each product page includes detailed sizing guides and specifications. We highly recommend measuring your pet before purchasing to ensure the perfect fit.

Can your products be used for all dog and cat breeds?

Most of our items are adjustable and suitable for a wide range of breeds. Please check individual product descriptions for specific compatibility details.

What materials do you use?

We use high-quality, durable, and weather-resistant materials to ensure long-lasting performance, even in outdoor environments.

Do your products require special maintenance?

Some items may require hand-washing or occasional cleaning with mild soap and water. Care instructions are provided with each product to help extend its lifespan.

What makes your products different from others?

Our designs combine functionality, comfort, and style, created with a genuine passion for animal welfare. We aim to offer
solutions that enhance the bond between pets and their humans.

Can't find an Answer? Get in Touch!