CONTACT MYSYLVANE

Thank you for shopping with mysylvane, your online destination for household goods and everyday essentials.

Whether you need help choosing a product, understanding its features, or checking an existing order, our customer support team is available to assist.

For quick answers about ordering, shipping, and returns, please visit our Frequently Asked Questions page. If you need additional help, use the contact information below.

BUSINESS DETAILS & CONTACT INFORMATION

mysylvane is owned and operated by Hubei Zhongmu Technology Co., Ltd.

The company manages this website, coordinates the store’s online retail activities, and provides customer support for purchases made through mysylvane.

Brand Name:
mysylvane

Legal Company Name:
Hubei Zhongmu Technology Co., Ltd.

Registered Business Address:
2nd Floor (T-CYB-A1036), Plot III-6, Parts Processing Zone, Wuhan Economic and Technological Development Zone (No. 37 Chuangye 3rd Road), Wuhan, Hubei Province, China

Customer Support Email:
service@mysylvane.com

Business Contact Number:
+86 27 8479 8456

Customer Support Availability:
Monday through Friday. We aim to respond to inquiries within 24–48 hours during these business days.

Please note: Our registered business address is provided for company identification. It is not the designated return address unless our support team specifically confirms otherwise.

SHIPPING RATES & ESTIMATED DELIVERY

mysylvane currently delivers to addresses within the United States only.

All shipping fees and order thresholds below are stated in U.S. dollars (USD).

Shipping Method	Order Eligibility	Shipping Fee	Estimated Transit Time
Standard Shipping	Orders of $0.00–$38.99	$3.99	3–5 business days after dispatch
Free Standard Shipping	Orders of $39.00 or more	Free	3–5 business days after dispatch
Express Shipping	Eligible orders and destinations	$6.99	1–2 business days after dispatch

Orders meeting the $39.00 threshold qualify for free standard shipping. If you select Express Shipping, the $6.99 express fee still applies.

ORDER PREPARATION

Please allow up to 5 business days for processing before dispatch. This period covers order verification, preparation, and packaging.

The transit times listed above begin after dispatch and are additional to the processing period. Express Shipping shortens the estimated transit time; it does not reduce the processing period.

Delivery timeframes are estimates rather than guaranteed arrival dates. Carrier operations, the delivery location, holidays, weather, and other transportation disruptions may affect arrival times.

Shipping options and applicable charges are displayed at checkout before you complete payment. Please see our Shipping Policy for further details.

CUSTOMER SUPPORT

We can help with questions about:

• Household product features, materials, measurements, and care

• Available product options and package contents

• Placing an order or completing checkout

• Payment and billing concerns

• Order confirmations and processing updates

• Shipping methods and estimated delivery times

• Tracking updates and shipment problems

• Missing, damaged, defective, or incorrect items

• Return eligibility and refund procedures

• Other questions about shopping with mysylvane

Email: service@mysylvane.com
Phone: +86 27 8479 8456

We aim to respond within 24–48 hours, Monday through Friday.

For assistance with an existing order, please include your order number, the email address used at checkout, and a short description of the issue. Where relevant, attach clear photographs to help us assess the situation.

Our team may request additional information when needed to locate your purchase or resolve your inquiry.

RETURNS & AFTER-SALES ASSISTANCE

Eligible purchases qualify for our 180-Day Free Return Policy, with return requests accepted within 180 calendar days after delivery, subject to our Return & Refund Policy.

Eligibility depends on the item’s condition, completeness, and any applicable product-specific restrictions disclosed before purchase. This policy does not affect applicable consumer rights.

REQUESTING A RETURN

Contact service@mysylvane.com and provide:

• Your order number

• The item you wish to return

• A brief explanation of your request

• Relevant photographs, particularly for damaged, defective, or incorrect items

Once your request is approved, we will provide the designated return address and instructions and arrange complimentary return shipping for eligible returns, including eligible change-of-mind returns.

If an item arrives damaged, defective, incorrect, or materially different from its description, contact us so we can arrange an appropriate return, replacement, or refund solution at no additional cost to you.

IMPORTANT RETURN ADDRESS INFORMATION

Please contact our support team before sending an item back. Do not send returns to our registered business address unless we expressly instruct you to do so.

The appropriate return location may differ from our company’s registered address. Follow the instructions provided with your return approval to help avoid processing delays.

INSPECTION & REFUND PROCESSING

We aim to inspect returned items within 5 business days after receipt and will notify you of the refund decision once the review is complete.

Approved refunds are issued to the original payment method within 5–10 business days after approval. Your bank or payment provider may require additional time for the credit to appear in your account.

Please review our Return & Refund Policy for the complete eligibility requirements and procedures.

DELAYED OR MISSING SHIPMENTS

If your order is taking longer than expected, tracking has not updated for an extended period, or you believe a package is missing, email service@mysylvane.com.

Include your order number and any available tracking information. We will review the shipment details and contact the carrier or fulfillment provider where appropriate.

If tracking shows that a package was delivered but you cannot locate it, please check:

• Your mailbox or parcel locker

• Building reception or a designated parcel collection area

• Other locations around the delivery address where the carrier may have left it

• Whether someone in your household accepted the delivery

If the package is still missing, contact us for assistance.

A “delivered” tracking status does not automatically disqualify a missing-package claim from review. We will consider the available delivery information and explain the next steps.

WEBSITE OWNERSHIP & RESPONSIBILITY

Hubei Zhongmu Technology Co., Ltd., doing business as mysylvane, operates this website and manages the online retail services offered under the mysylvane brand.

Its responsibilities include:

• Managing the website and online storefront

• Maintaining household product information

• Coordinating customer orders

• Providing purchase-related communications

• Arranging shipping and fulfillment

• Handling customer service inquiries

• Administering applicable return and refund procedures

Our business and contact details are provided so customers can identify the company operating the store and know where to turn for assistance.

THANK YOU FOR SHOPPING WITH MYSYLVANE

At mysylvane, we aim to make shopping for household goods and everyday essentials simple and convenient.

Whether you are organizing your home, refreshing your daily routine, or looking for practical items for everyday use, we appreciate your visit.

For product questions or help with an order, contact us at service@mysylvane.com.