When completing the form, please provide accurate contact information so that we can respond to your request.

If your inquiry concerns an existing order, please include your order number and the email address used when placing the order.

What We Can Help With

You can contact us regarding:

• Product questions
• Product sizing and fit
• Order status
• Shipping information
• Order tracking
• Shipping address changes
• Order modifications
• Cancellation requests
• Returns and exchanges
• Refunds
• Damaged products
• Defective products
• Incorrect or incomplete orders
• Missing packages
• Delivery issues
• Payment or transaction questions
• Privacy requests
• General website or customer service questions

Order Support

If you are contacting us about an existing order, please provide as much relevant information as possible.

This may include:

• Your order number
• Your full name
• The email address used when placing the order
• Your tracking number, where applicable
• A clear description of your question or issue
• Photos or videos where relevant

Providing complete information helps us identify the order and review your request more efficiently.

Order Tracking

After your order has been shipped, available tracking information will be sent to the email address associated with your order.

You can track your shipment in either of the following ways:

• Visit the Order Tracking page under Customer Care on our website and use the available tracking channel.
• Use the tracking number provided in your shipping confirmation email on the official website of the applicable carrier.

Depending on your order, the applicable carrier will be:

Tracking information may take approximately 24–48 hours after carrier handover to begin showing movement.

If tracking still shows no meaningful update for 3 business days after this initial 24–48-hour period, or if the estimated delivery period has passed, please contact us at info@slopevera.com.

Shipping Address Changes

If you notice an error in your shipping address after placing an order, please contact us as soon as possible with your order number and the complete corrected address.

We will make reasonable efforts to update the address before the order is handed over to the carrier.

Our normal processing period is not a guaranteed address-change window, and an address change cannot be guaranteed once fulfillment has progressed.

After an order has been handed over to DHL or FedEx, any redirection request depends on the carrier’s available services and approval. If the carrier charges a redirection fee, we will disclose the actual charge before asking you to agree to it.

Please review your shipping information carefully before completing your purchase.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We encourage you to submit the request within 12 hours after placing the order, but this does not guarantee cancellation.

You may still submit a cancellation request after 12 hours. Whether the order can be cancelled depends on its actual fulfillment status when we review your request.

If the order has not entered processing, we will cancel it. If it is being processed or has been packed, we will check whether fulfillment can still be stopped.

Once an order has been handed over to DHL or FedEx, it cannot be cancelled through our pre-dispatch cancellation process.

We do not charge a cancellation fee. An approved pre-dispatch cancellation will be refunded to the original payment method, including any shipping charge paid for the cancelled order.

Please refer to our Cancellation Policy for complete details.

Returns and Exchanges

Eligible items may be returned or exchanged by submitting a request within 30 calendar days after receipt, subject to our Return & Exchange Policy. If an order is delivered in separate shipments, the period begins after the final item is received.

Before returning any merchandise, please contact us at info@slopevera.com to obtain confirmation, return instructions, and the designated return address. After receiving those instructions, please hand the return to the carrier within 7 calendar days.

Please include:

• Your order number
• The item you wish to return or exchange
• Your preferred resolution
• The email address used when placing the order
• Reasonable supporting information when the request concerns damage, a defect, an incorrect item, or an incomplete order

A reason, photo, or video is not required for an ordinary eligible return based only on personal preference.

Our business address and any sender address shown on the original shipping label are not our general return address, even if your original order was shipped from one of those locations.

Return Inspection and Refund Processing

Once we receive your returned item, we typically inspect it within 1–2 business days to confirm its eligibility.

After the refund is approved, we initiate the refund to your original payment method within 1–3 business days.

For eligible returns without unresolved issues, the inspection and refund initiation process is generally completed within 7 calendar days after we receive the returned item.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, defective, incorrect, or incomplete, please contact us at info@slopevera.com as soon as reasonably possible.

Please include the information reasonably needed for us to review the issue, which can include:

• Your order number
• A clear description of the issue
• Photos of the affected product where relevant
• Photos of the shipping package or shipping label where relevant
• Video where reasonably useful

Please keep the original product packaging until your request has been reviewed where reasonably possible.

After review, the resolution will include a replacement, exchange, refund, or another remedy required by applicable law. When the issue is confirmed to be our responsibility, we will cover the necessary return or replacement shipping cost.

Missing or Delayed Packages

If your order has passed the applicable estimated delivery period, or tracking still shows no meaningful update for 3 business days after the initial 24–48-hour tracking-update period, please contact us first at info@slopevera.com.

Please provide:

• Your order number
• Recipient name
• Delivery address
• Tracking number, if available

We will review the available shipment information and, when a carrier investigation is needed, open or assist with the investigation within 1 business day.

While the investigation remains open, we will provide an update at least every 2 business days and aim to resolve the matter within 5–7 business days.

If the package cannot be located and no reasonable delivery estimate is available after 7 business days, we will offer a replacement or refund, subject to applicable consumer law.

Packages Marked “Delivered” but Not Received

If tracking shows your package as delivered but you cannot locate it, please first check:

• Around the delivery location
• Mailbox or parcel locker
• Front, side, or rear entrance
• Building reception
• Mailroom
• Concierge or property management
• Other secure delivery locations
• With household members
• With nearby neighbors, where appropriate

If you still cannot locate the package, please contact us first at info@slopevera.com with your order number and tracking number.

We will begin reviewing the available delivery information within 1 business day and, when needed, assist with a carrier investigation. While the review remains open, we will provide an update at least every 2 business days.

If delivery cannot be established after 7 business days, we will offer a replacement or refund, subject to applicable consumer law.

Payment and Transaction Questions

If you have a question concerning:

• A payment
• Payment authorization
• A duplicate transaction
• A refund
• A transaction you do not recognize
• Another payment-related issue

Please contact us first at info@slopevera.com.

We will review the available order and transaction information.

If additional action from your bank, card issuer, payment provider, or another financial institution is necessary after our review, we will advise you accordingly.

Privacy Requests

If you have a question concerning personal information or wish to exercise a privacy right that applies to you, please contact us at:

info@slopevera.com

Please provide enough information for us to identify the relevant records and understand your request.

We will reasonably verify your identity before completing privacy requests that require identity verification.

Please refer to our Privacy Policy for additional information.

Response Time

We review customer inquiries during our normal business hours:

We aim to respond to customer inquiries as soon as reasonably possible.

Responses can take longer during:

• Weekends
• Public holidays
• Peak winter seasons
• Major promotional periods
• Unusually high order volumes

Sending multiple messages concerning the same issue may make it more difficult to review the full communication history, so please continue using the same email conversation or support request whenever possible.

Before Contacting Us

For faster assistance, please make sure that:

• Your contact information is correct
• Your order number is included for order-related questions
• Your tracking number is included for delivery-related questions
• Relevant photos or videos are included when reasonably needed for damaged, defective, incorrect, or incomplete orders
• Your question or requested resolution is clearly explained

This helps us understand the issue and provide an appropriate response.