Frequently Asked Questions (FAQ)

1. General Information

This section answers the most common questions related to purchases made through our website.
Our goal is to provide clear and straightforward information to support users throughout their browsing and shopping experience.

2. Order Questions

How do I place an order?
Simply add the desired products to your shopping cart and follow the on-screen instructions to complete your purchase.
Once the order is placed, you will receive an order confirmation email.

How do I know if my order has been confirmed?
After payment is successfully received and processing begins, a confirmation email containing your order details will be sent to you.

Can I modify or cancel my order?
Yes. You may request a modification or cancellation within 36 hours of payment confirmation, provided the order has not yet entered processing or shipment preparation.

3. Shipping Questions

Do you charge for shipping?
All products include free shipping within the United States.

How long does delivery take?

• Order processing time: 1–4 business days

• Estimated delivery time after shipment: 7–13 business days

What is the order processing cutoff time?
Orders placed before 4:30 PM (Monday to Friday) are processed on the same business day.
Orders placed after 4:30 PM begin processing on the next business day.
Orders placed on public holidays will be processed starting the next business day.

Where do you deliver?
We currently deliver exclusively within the United States.

4. Returns and Refund Questions

Can I return a product?
Yes. Return requests may be submitted within 25 days of receiving your order, provided the item remains in its original condition.

How do I request a return?
A prepaid return shipping label is included inside the package when your order is delivered.
Simply follow the provided instructions and use the included label to send the item back.

When will I receive my refund?
Once the returned product is received and inspected, refunds are processed within 1–4 business days using the original payment method.

Who is responsible for return shipping costs?

• For personal reasons (such as preference changes), return shipping costs are the customer’s responsibility and may be deducted from the refund

• For defective or damaged products, our store covers the full return shipping cost

5. Product Questions

Do product colors match the images shown?
We strive to represent products as accurately as possible. However, slight variations may occur due to lighting, materials, or individual device display settings.

6. Payment and Security Questions

What payment methods are accepted?
We accept major credit and debit cards, including:
Visa, Mastercard, American Express, Discover, and JCB.

Is my payment information secure?
Yes. All transactions are protected using SSL encryption and are processed through certified payment providers that comply with international security standards.

7. Customer Support

How can I contact customer support?
For any questions or assistance, please contact us using the information below:

Email: accountmanager@sheltervo.com
Phone: +65 (833) 71821
Address: APT BLK 785A WOODLANDS RISE #14-98, SINGAPORE 731785, SINGAPORE
Business Hours: Monday to Friday, 9:30 AM – 4:30 PM
Delivery Area: United States