FREQUENTLY ASKED
QUESTIONS

No. You may complete your purchase using an SVT Shop account or as a guest.

Creating an account makes it easier to review previous purchases, manage saved information, and access your SVT Wallet balance and rewards.

Available payment methods are securely processed through Stripe and may include:

• Major credit and debit cards.
• Apple Pay.
• Google Pay.
• Direct bank payment options.
• Eligible financing or installment payment options.

The methods displayed may vary according to your device, bank, location, order amount, and eligibility. All currently available options will appear during checkout.

When available, financing options will appear automatically during checkout. Eligibility, approval, payment schedules, interest, fees, and other conditions are established by the financing provider.

SVT Shop does not approve financing applications and cannot guarantee that a particular financing option will be available for every customer or order.

No. Applicable sales tax is calculated during checkout using the order information and delivery address.

The final total, including applicable taxes and shipping or local delivery charges, will be displayed before the customer completes the purchase.

Normally, only one promotional code or discount may be applied to an order. Coupons and promotions cannot be combined unless the applicable offer expressly states otherwise.

Certain products, brands, clearance merchandise, preorders, or other items may be excluded from a promotion.

After an order is successfully placed, SVT Shop sends an order confirmation email to the address provided during checkout.

If you do not receive it, check your spam or junk folder and confirm that you entered the correct email address. You may contact [email protected] if you still cannot locate the confirmation.

Orders begin processing promptly and cannot normally be canceled or modified once placed. Please carefully review the products, quantities, options, email address, and delivery information before completing your purchase.

If you notice a problem with your order, contact [email protected] as soon as possible. We will try to assist, but changes cannot be guaranteed after processing or fulfillment has begun. SVT Shop may cancel or modify an order when fulfillment is not possible or when required by applicable law.

Qualifying purchases made with an eligible regular SVT Shop account earn rewards automatically in the customer’s SVT Wallet when the account is identified before payment. Guest purchases and accounts with special pricing, such as military-discount accounts, do not earn rewards. Approved returns, adjustments, or customer service resolutions may also be issued as Wallet credit when applicable.

SVT Wallet credit and rewards may be used for eligible purchases online or at the Montana, Zaragoza, and Dyer locations. Customers should use the same email address associated with their SVT Shop account when making an in-store purchase.

SVT Wallet funds cannot be transferred to another person or exchanged for cash, except where applicable law requires otherwise.

SVT Shop ships eligible online orders to addresses within the 48 contiguous United States.

P.O. Boxes and APO/FPO addresses may be accepted when the selected carrier and shipping service permit delivery. Shipping to Alaska, Hawaii, U.S. territories, and international destinations is not currently available.

Most orders are processed within an average of 1 to 3 business days. Business days are Monday through Friday and exclude federal holidays.

National delivery time depends on the carrier and service selected during checkout. Processing and transit times are average estimates and are not guaranteed.

Selecting an expedited service changes the carrier’s transit estimate but does not shorten SVT Shop’s processing time.

Available shipping options may be provided by:

• USPS.
• UPS.
• FedEx.
• DHL.

The customer may select from the available carrier and service options displayed during checkout. Availability and pricing depend on the destination, package, products, and carrier restrictions.

Local delivery appears automatically during checkout when:

• The delivery address is inside SVT Shop’s configured El Paso service area.
• The order contains eligible products.
• The merchandise subtotal is at least $50 before the delivery charge.

Local deliveries are made Monday through Friday and are generally completed within an average of 1 to 2 business days after processing.

A personal handoff is required. Packages will not be left unattended. If delivery cannot be completed, the order will be returned to the Montana location, and SVT Shop will send a notice with collection instructions. The order will remain available for pickup for at least seven calendar days after that notice.

Shipping charges are calculated during checkout using the destination, package weight and dimensions, selected carrier, service level, product restrictions, and active promotions.

Free shipping or local delivery may be offered when an order reaches a qualifying amount displayed at the time of purchase. Qualifying amounts and promotions may change.

If the original order qualifies for free shipping, later shipments from that same order, including eligible preorder shipments, will not receive an additional shipping charge.

When tracking becomes available, SVT Shop emails the tracking information to the address used for the order. It may take time for the carrier to display the first scan after a label is created.

An order may arrive in multiple packages because of product size, inventory location, packaging requirements, carrier restrictions, or preorder availability. Each package may have a separate tracking number and delivery date.

SVT Shop does not charge an additional shipping fee simply because it divides a standard in-stock order into multiple packages.

When an order contains preorders, available products may ship first. Later preorder shipments may require payment of an additional shipping charge through a secure payment link sent by email, unless the original order qualified for free shipping. A later shipping charge is never charged automatically without the customer’s authorization.

For complete information, please review the Shipping & Delivery Policy.

An eligible online purchase may be returned when it is completely unused, unopened, complete, and in its original resalable condition. Request return authorization by emailing [email protected] within seven calendar days after delivery.

Opened consumables, sterile products, inks, pigments, liquids, aftercare products, disposable supplies, personal use products, clearance merchandise, and products showing use or contamination may not qualify for a standard return.

Do not mail a return without authorization. Customer error returns may be subject to disclosed shipping cost deductions from the eligible SVT Wallet credit.

An eligible in-store purchase may be returned within seven calendar days after purchase when it is unused, unopened, complete, and accompanied by the original receipt. Identification is not required for a standard in-store return.

The product must be returned to the same SVT Shop location where it was purchased.

Eligible equipment is covered by SVT Shop’s limited 30-day manufacturing defect warranty. The period begins on the delivery date for online orders and on the purchase date for in-store purchases.

SVT Shop must inspect and confirm the manufacturing defect. When confirmed, SVT Shop will first provide an appropriate replacement, subject to availability. If a replacement is unavailable, eligible credit may be issued to the customer’s SVT Wallet, or a refund will be provided when required by applicable law.

After the first 30 days, the customer is responsible for contacting the manufacturer and completing any available manufacturer warranty process.

Report the problem as soon as reasonably possible: preferably within 12 hours after a local delivery, or within 48 hours after a national-carrier delivery. Reporting quickly helps preserve packaging, delivery, and carrier evidence. A later report will not be denied solely because of the delay.

Email [email protected] and include:

• Your order number.
• A description of the problem.
• Photographs of the product.
• Photographs of the internal packaging.
• Photographs of the external shipping box.
• A clear photograph of the shipping label.
• Photographs showing any visible damage or discrepancy.

Keep all products and packaging until the claim is resolved. For complete requirements and exceptions, review the Returns, Exchanges, Refunds, and 30-Day Limited Warranty Policy.

No. Vape, smoke, tobacco, nicotine, and related adult products are not sold through svtshoponline.com.

Certain products may be available only at physical SVT Shop locations, subject to applicable laws, restrictions, and in-store requirements.

The website indicates whether a product is available at each SVT Shop location. Inventory is synchronized between the website and the stores, but occasional discrepancies may occur because of sales activity, system delays, or human error.

Prices and promotions may also vary between the website and physical locations. Availability shown online is not a permanent reservation of the product.

Yes. Customers may email [email protected] or visit an SVT Shop location for general assistance with product selection or compatibility.

Include the complete name and model of the product or equipment you already own. SVT Shop may provide reasonable guidance, but the customer is responsible for reviewing product specifications and confirming compatibility before completing the purchase.