Below are answers to the questions we receive most often. If you cannot find what you are looking for, please contact us at thesylvio.support@gmail.com.

Product

What is the Sylvio Precision Knee Strap?

The Precision Knee Strap is a compact support strap that holds a shaped silicone cushion just below your kneecap. An adjustable band keeps the cushion in place and lets you control how firmly it presses against your leg. It is designed for support during everyday activity, workouts, and sport.

How do I wear it?

Position the cushion directly below your kneecap, wrap and fasten the band around your leg, and adjust the tension. The strap should feel snug and secure without painful squeezing. Getting the tension right may take a quick adjustment the first time.

Will it fit my leg?

The strap is adjustable, so you can tighten or loosen it until it feels secure and comfortable. If you have a question about fit before ordering, please contact us.

Can I still bend and move normally?

Yes. Sylvio does not wrap your whole knee, so the joint stays free to bend, squat, and move.

How is Sylvio different from a full knee brace?

A full knee brace or sleeve covers much more of the joint. Sylvio is smaller and more targeted, focusing its support on the area just below the kneecap. It does not provide the same structure or stabilization as a hinged stability brace.

Will Sylvio help with my knee discomfort?

Sylvio is designed for people who want extra support around or just below the kneecap during activities such as stairs, hills, walking, hiking, running, or workouts. How helpful it feels varies from person to person, and we cannot guarantee a particular result.

Can I use Sylvio if I have an injury or a medical condition?

Sylvio is not intended to diagnose, treat, cure, or prevent any injury or medical condition, and it is not a replacement for medical treatment. If you have a recent or serious injury, have had surgery, experience significant swelling, instability, or persistent pain, or have a circulatory or skin condition, please consult a qualified healthcare professional before use. Stop using the product if you experience pain, numbness, tingling, swelling, or skin irritation. More information is provided in our Disclaimer.

Orders

Will I receive an order confirmation?

Yes. After you place an order, you will receive an order confirmation email. If you do not see it, please check your spam or junk folder, or contact us with the email address used at checkout.

How do bundle and multi-unit offers work?

From time to time, we offer bundle pricing, such as discounts on multiple units. Current offers and final prices are shown on the product page and at checkout. Promotions are valid only during the stated period and cannot be combined with other offers unless stated otherwise.

Can I cancel or change my order?

Please contact us as soon as possible at thesylvio.support@gmail.com with your order number. We can cancel an order or change the shipping address only if the order has not yet been processed for fulfillment or shipped. If we are able to cancel your order, you will receive a full refund. After delivery, you can request a refund under our 30-Day Money-Back Guarantee.

Shipping

Where do you ship?

We ship primarily within the United States, and also to destinations worldwide. Available destinations are shown at checkout.

How much does shipping cost?

Standard shipping is free for orders over $50.00 (USD), calculated after discounts. For orders below this amount, the shipping charge is calculated and displayed at checkout before you complete your purchase.

How long will delivery take?

Orders are processed on business days. Estimated delivery times are shown on the Website and at checkout. These are estimates and may be affected by carrier delays, customs processing, weather, or holidays.

How can I track my order?

When your order ships, we will send a shipping confirmation email with tracking information, where tracking is available. Tracking updates may take some time to appear after you receive your tracking number.

Will I have to pay customs duties or import taxes?

For orders shipped outside the United States, customs duties, import taxes, or clearance fees may be charged by the destination country. Unless stated otherwise at checkout, these charges are the responsibility of the recipient.

My order is late or has not arrived. What should I do?

Please contact us at thesylvio.support@gmail.com with your order number within 30 days after the latest estimated delivery date. We will investigate with the carrier and, if the shipment is confirmed lost, we will reship your order or issue a refund.

Tracking shows my order was delivered, but I did not receive it.

Please check with household members, neighbors, and your building reception or mailroom. If you still cannot find it, contact us and we will help you submit an inquiry with the carrier.

Returns and Refunds

What is the 30-Day Money-Back Guarantee?

If you are not satisfied with your purchase, you can request a refund within 30 days from the delivery date shown in your tracking information. You may use the product during this period.

How do I request a refund?

Email us at thesylvio.support@gmail.com with your order number, the name and email used for the order, and a brief reason for your request. We aim to respond within 2 business days.

Do I need to send the product back?

In many cases, no. However, we may ask you to return the product before issuing a refund. If a return is needed, we will send you instructions and a return address. Please do not send items back without contacting us first. Return shipping costs are your responsibility, unless the item is damaged, defective, or incorrect.

How are refunds for bundle orders calculated?

Refunds are based on the amount you actually paid. For bundle or multi-unit offers, the total price is divided proportionally across all units in the order, including any units received free of charge.

Are shipping charges refunded?

Original shipping charges are not refunded, except where the refund is due to a damaged, defective, or incorrect item, or to our error.

How long does a refund take?

We process approved refunds within 5 business days. Refunds are issued to your original payment method, and it may take up to 10 business days for the funds to appear in your account, depending on your bank or payment provider.

What if my item arrives damaged, defective, or incorrect?

Please contact us within 14 days of delivery with your order number and photos of the product and packaging. Once the issue is confirmed, we will send a replacement or issue a refund.

I live in the EU or the UK. Do I have additional rights?

Yes. Consumers in the European Union and the United Kingdom have a statutory right to withdraw from a purchase within 14 days of receiving the goods, in addition to our 30-Day Money-Back Guarantee. Full details and a model withdrawal form are provided in our Refund Policy.

Payments and Security

Which payment methods do you accept?

Payments are processed through Shopify Payments, which operates on Stripe payment infrastructure, and through PayPal. The payment options available for your order are shown at checkout.

Which currency are prices shown in?

All prices are in U.S. dollars (USD). If your payment method uses another currency, your bank or payment provider may apply currency conversion or foreign transaction fees.

Is my payment information secure?

Payments are processed by secure third-party payment processors over encrypted connections. We do not store full payment card numbers or card security codes on our systems. More information is provided on our Payment Security page.

Why was my payment declined or my order put on hold?

Payments may be declined by your bank or held for review by automated fraud screening. Please check that your billing details are correct, or contact your bank. If you believe your order was affected in error, contact us and we will review it.

Privacy and Account

How do you use my personal information?

We use your information to process and deliver your orders, provide customer support, prevent fraud, and, where permitted, send marketing communications. Full details are provided in our Privacy Policy and Cookie Policy.

How do I unsubscribe from marketing emails?

Use the unsubscribe link in any marketing email, or contact us. You will continue to receive transactional messages about your orders.

How do I opt out of targeted advertising?

Depending on where you live, you can opt out of the "sale" or "sharing" of personal information and of targeted advertising at https://thesylvio.com/pages/data-sharing-opt-out. Visitors from the EEA and the UK can manage cookie consent through the cookie settings on the Website.

Contact

How can I contact you?

Our customer support team is available Monday through Friday, 8:00 AM to 6:00 PM EST, by live chat on the Website and by email at thesylvio.support@gmail.com. Please include your order number when your question relates to an order.

Who operates Sylvio?

Sylvio is a brand operated by Dumax LLC.

Company: Dumax LLC

Company Address: 75 E 3rd St, Sheridan, WY 82801, United States

Website: https://thesylvio.com/

Email: thesylvio.support@gmail.com