Contact SOVOR | Orders, Products & Merchant Support

What to include

A faster answer starts with context.

Before you write

Choose the shortest route to a useful answer.

For delivery, returns or order status, keep your order number ready. For a product question, include the product name and the specific label, ingredient or preparation question. For a health or nutrition concern, describe the question in general terms and speak with a qualified professional for personal advice; support cannot diagnose conditions or prescribe a diet.

For merchant support, include your Shopify store URL, the affected app area and the exact error or action that failed. Do not email passwords, payment card details, access tokens or private customer data. This keeps the support trail safer and helps the team reproduce a technical problem without exposing information that does not belong in an email.

What happens next

A clear support process.

Support first confirms that the message reached the right queue, then checks the order, product or merchant context you provided. Simple order questions can often be answered from the available record. A product concern may need photographs, a batch reference or delivery details. A technical issue may need the exact screen, browser and error message.

We will not ask you to send a password or payment-card number. If a concern needs a policy decision, the response will point to the relevant delivery, return or refund terms rather than promise an outcome that has not been reviewed.

Support expectations

Good support is specific and safe.

We can explain the available order process, point you to the correct product or policy page and help identify what information is missing. We cannot change a courier scan, guarantee a delivery date, diagnose a health condition or bypass a payment or refund rule without checking the order record. Clear boundaries protect the customer and the support team.

When an issue is resolved, keep the confirmation email and any replacement or refund reference. If the same issue returns, reply to the existing thread so the history remains together instead of starting from a blank message.

If you have not heard back

Keep the thread together.

Allow one business day for an email response, then reply to the same thread with the order number or original subject. Sending multiple new messages can split the context across queues. If the matter concerns an urgent delivery issue, use the phone route during support hours and keep the email reference available.

For a product or nutrition question, support can point you to the current label and general information, but a qualified clinician or dietitian is the right person for personal medical guidance.

Find us

Dehradun headquarters