FAQ

FAQ

At Sorelvina, we provide more than just dog toys; we are committed to making everyday playtime more enjoyable, engaging, and rewarding for dogs and their families. If you have a question that is not listed here, please feel free to contact our customer care team.

Products & Materials

Q: What materials are Sorelvina dog toys made from?

A: Sorelvina dog toys are made from materials selected according to each toy's design and intended use, such as rubber, rope, fabric, plastic, or other pet-friendly materials. Please refer to the individual product page for specific material information.

Q: Are Sorelvina dog toys suitable for all dogs?

A: Different dogs have different sizes, chewing habits, activity levels, and play styles. We recommend selecting toys that are appropriate for your dog's size, age, and chewing strength. Always review the product description and supervise your dog during play.

Q: Are Sorelvina dog toys indestructible?

A: No dog toy is completely indestructible. Durability can vary depending on your dog's bite strength, chewing habits, size, and frequency of use. We recommend checking toys regularly and replacing them if they become excessively worn or damaged.

Care & Safety

Q: How should I clean my Sorelvina dog toys?

A: Cleaning methods vary by product and material. Many rubber or plastic toys can be wiped or washed with mild soap and water, while fabric or rope toys may require different care. Always check the product-specific care instructions before cleaning.

Q: How can I help keep my dog safe during playtime?

A: We recommend supervising your dog during play, especially when introducing a new toy. Regularly inspect toys for cracks, tears, loose parts, or excessive wear. If a toy becomes damaged or small enough to create a swallowing or choking risk, discontinue use immediately.

Q: How do I choose the right toy for my dog?

A: Consider your dog's size, age, activity level, chewing strength, and preferred style of play. Some dogs enjoy tugging and fetching, while others prefer chewing or interactive play. Product descriptions on Sorelvina.com provide additional information to help you choose.

Orders & Shipping

Q: How long will it take to receive my order?

A: We typically require 1–3 business days to prepare and package your order. Standard shipping generally takes approximately 5–12 business days after dispatch, depending on your location, carrier, and other delivery conditions.

Once your order has shipped, tracking information will be sent to your email.

Q: How can I track my order?

A: Once your order has been dispatched, you will receive an email containing your tracking number and available tracking information so you can follow your package during delivery.

Q: What happens if my dog toy arrives damaged or defective?

A: Your satisfaction is important to us. If your product arrives damaged, defective, incomplete, or you receive the wrong item, please contact us within 48 hours of delivery and provide clear photos of the product and packaging.

Our customer care team will review the issue and provide an appropriate replacement, refund, or other solution.

Returns & Exchanges

Q: Can I return a dog toy if it does not meet my expectations?

A: Yes. We offer a 30-day return period from the date you receive your order.

To qualify for a standard return, the product must generally be unused, undamaged, and in its original packaging with all included accessories and materials.

For hygiene and safety reasons, toys that have been chewed, bitten, heavily used, contaminated, or damaged after delivery may not be eligible for return.

Q: Can I exchange my order for another toy, size, or style?

A: If you would like to exchange an eligible product, please contact our customer care team at service@sorelvina.com. We will review your request and provide available options.

Additional shipping charges may apply to preference-based exchanges.

Orders & Changes

Q: Can I change or cancel my order after placing it?

A: Please contact us as soon as possible if you need to change or cancel your order. We will make reasonable efforts to accommodate your request before the order enters fulfillment or is shipped.

Once an order has already been dispatched, changes or cancellations may no longer be possible.

Q: What should I do if I entered the wrong shipping address?

A: Contact us immediately at service@sorelvina.com with your order number and the correct address. If your order has not yet been shipped, we will make reasonable efforts to update the delivery information.

Once the package has been dispatched, we may not be able to change the shipping address.

Still Have Questions?

If your question isn't answered above, please contact us directly:

Sorelvina is operated by Beijing Liangyan Shengke Technology Co., Ltd.

Legal Entity: Beijing Liangyan Shengke Technology Co., Ltd.
Registered Address: Room 101, Building 3, No. 54 Qingchun Road, Huairou District, Beijing, China

Sorelvina — More play. More joy. More tail wags.