FAQ

Privacy & Security

Is my personal information safe?
Yes. We use secure, encrypted checkout technology. Payment information is processed by approved payment providers and is never stored directly by Syloria.

What will appear on my bank statement?
The descriptor displayed depends on your payment provider and will be shown during checkout.

Orders & Delivery

How long does delivery take?
Orders ship within 24–48 hours. Most orders arrive within 15 to 20 business days after confirmation. Delivery times may vary by destination and customs processing.

Is shipping free?
Yes. Shipping is free on all orders within the USA, delivered in plain, discreet packaging.

How do I track my order?
You will receive a tracking number by email as soon as your order ships.

Do you ship internationally?
Yes. We ship internationally where checkout is available. Any duties or taxes required by the destination country may apply.

My order has not arrived. What should I do?
Please allow the full estimated delivery window, then contact us at info@syloria.co with your order number.

Returns & Guarantee

Can I cancel my order?
Contact us as soon as possible at info@syloria.co. We can only cancel an order if it has not yet entered fulfillment.

What is the Syloria guarantee?
You have 60 days from delivery to try your HeatHug. If you are not satisfied, email us within that period to request a return. The product must be returned in its original packaging. Eligibility and exceptions are detailed in our Return and Refund Policy.

Is my HeatHug covered by a warranty?
Yes. Every HeatHug comes with a lifetime warranty. In the event of a manufacturing defect, we will repair or replace your device.

What if my order arrives damaged or incorrect?
Email us within 72 hours of delivery with your order number and clear photos of the item and packaging. We will arrange an appropriate solution.

Support

How can I reach you?
📧 info@syloria.co

Customer Support Hours
Monday–Friday: 12:30 AM–9:30 PM Central Time
Saturday: 12:30 AM–5:30 PM Central Time
Sunday: Closed

We typically respond within one business day.