FAQ
Welcome to Veloviita.
We have collected answers to some of the most common questions about shopping, orders, payments, delivery, returns, refunds, and customer support.
If you cannot find the information you need, please contact us at:
Veloviita is owned and operated by Xuzhou Paqubao E-commerce Co., Ltd.
How Do I Place an Order?
To purchase a product from Veloviita:
- Browse the products available on veloviita.com.
- Open the product page you would like to purchase from.
- Select the available option, variation, or quantity.
- Add the item to your shopping cart.
- Review your cart carefully.
- Proceed to checkout.
- Enter your contact, shipping, and payment information.
- Review the final order details.
- Complete your payment.
Once your order has been successfully submitted, you will normally receive an order confirmation email.
How Do I Know My Order Was Successfully Received?
After checkout is completed, an order confirmation is normally sent to the email address you provided.
If you do not see the confirmation email, please check your:
- Spam folder;
- Junk folder;
- Promotions folder.
If you still cannot locate it, contact:
Please provide the name and email address used for your order so our team can assist you.
Can I Change My Order After Placing It?
If you need to change:
- Product options;
- Quantity;
- Contact information;
- Shipping details;
please contact us as soon as possible.
Order changes can only be considered before the order enters processing.
Once fulfillment preparation has started, we cannot guarantee that changes can still be completed.
Can I Cancel an Order?
Yes, you may request cancellation before your order enters processing.
Please email:
and include your order number.
Once processing, fulfillment preparation, or shipment arrangements have started, cancellation may no longer be possible.
If an order has already been dispatched, it will generally need to follow our return procedure after delivery.
Can I Correct My Shipping Address?
If you notice an incorrect or incomplete shipping address after placing your order, please contact us immediately.
Please provide:
- Your order number;
- The incorrect address;
- The complete corrected address.
We will make reasonable efforts to update the information before processing begins.
Once the package has entered fulfillment or shipping, an address change may no longer be possible.
What Payment Methods Can I Use?
Available payment methods are displayed during checkout.
The payment options shown to you may depend on:
- Your location;
- Payment provider availability;
- Device or browser settings;
- Current checkout configuration.
Please review your final total before submitting payment.
Is Payment Through Veloviita Secure?
Veloviita uses Shopify and trusted payment service providers to support secure checkout and payment processing.
Payment information may be processed directly by third-party payment providers.
Where third-party payment processing is used, Veloviita does not directly store complete payment card information.
For more information about how personal information is handled, please review our Privacy Policy.
How Do Promotional or Discount Codes Work?
If you have an eligible promotional code, enter it in the discount field during checkout.
After applying the code, review the updated order total before payment.
Promotional offers may be subject to conditions such as:
- Expiration dates;
- Minimum order values;
- Selected product eligibility;
- Limited-time availability;
- Other promotion-specific conditions.
Where Does Veloviita Ship?
Veloviita currently ships to:
The United States
Availability may vary depending on carrier coverage, delivery location, product availability, or other operational limitations.
How Long Does It Take to Process an Order?
After payment confirmation, orders are generally processed within:
Up to 5 business days
Business days exclude weekends and public holidays.
Processing time is separate from delivery time.
How Long Does Delivery Take?
After your order has been dispatched, standard delivery generally takes:
10–20 business days
This timeframe is an estimate rather than a guaranteed delivery date.
Delivery may occasionally be affected by:
- Carrier delays;
- Severe weather;
- Public holidays;
- Transportation interruptions;
- Local delivery conditions;
- Other unexpected logistics events.
How Much Does Shipping Cost?
Our current standard shipping rates are:
Orders of $39 USD or More
Free Standard Shipping
Estimated delivery:
10–20 business days after dispatch
Orders Under $39 USD
$2.99 USD Standard Shipping
Estimated delivery:
10–20 business days after dispatch
The applicable shipping charge will be shown during checkout before payment is completed.
Where Are Orders Shipped From?
Veloviita orders may be prepared and shipped through our own facilities or independent fulfillment partners.
The actual fulfillment location may vary based on factors such as:
- Product inventory;
- Availability;
- Delivery destination;
- Operational requirements.
As a result, the shipping origin shown on a parcel may be different from our registered business address.
We do not represent that every order is shipped from a particular local warehouse unless specifically stated.
Will I Receive Tracking Information?
Yes.
When tracking information is available, a shipping confirmation email will normally be sent after your order has been dispatched.
The email may include:
- Tracking number;
- Shipping carrier;
- Tracking link.
Tracking information may require some time to become active after dispatch.
Why Has My Tracking Information Not Updated?
Carrier tracking systems do not always update immediately.
A temporary lack of tracking movement does not necessarily mean the parcel has stopped moving.
If your tracking information has not updated for an extended period, please contact:
Please include your order number and tracking number.
What Should I Do If My Order Is Delayed?
If your package is significantly beyond the estimated delivery period, please contact our customer support team.
Provide:
- Your order number;
- Tracking information if available;
- A brief description of the issue.
Our team will review the available shipment information and assist with the appropriate next step.
What If Tracking Says “Delivered” but I Have Not Received the Package?
If your tracking status shows “Delivered” but you cannot locate your package, first check:
- Your front door or delivery area;
- Mailbox or parcel area;
- Household members;
- Neighbors where appropriate;
- Building reception or management;
- Carrier delivery notes.
If the package still cannot be found, contact:
We will review the available information and help determine the appropriate next step.
We do not automatically reject a customer inquiry solely because the carrier status shows “Delivered.”
What If My Order Arrives Damaged or Defective?
If your item arrives damaged or defective, please contact us as soon as possible.
Send your request to:
Please include:
- Order number;
- Description of the problem;
- Clear photos or videos where appropriate.
After reviewing the information, we will provide an appropriate resolution.
Depending on the circumstances, this may include:
- Replacement;
- Refund;
- Return instructions;
- Another suitable solution.
What If I Receive the Wrong Item?
If the product you receive does not match your order, contact our customer support team and provide:
- Order number;
- Description of the incorrect item;
- Photos where applicable.
We will review the order and help resolve the fulfillment issue.
What If Something Is Missing From My Order?
If part of your order is missing, please first check whether your order may have been shipped in more than one package.
Some orders may be fulfilled separately.
If the missing item cannot be accounted for, please contact:
with your order details.
What Is Veloviita's Return Period?
Eligible products may generally be returned within:
14 calendar days after delivery
Products must meet the applicable return conditions stated in our Return & Refund Policy.
You should contact us before sending any product back.
How Do I Start a Return?
To request a return, email:
Please provide:
- Order number;
- Product information;
- Reason for your return;
- Photos or videos if relevant.
Our team will review the request and provide return instructions when applicable.
Please do not send products back without first receiving return instructions from us.
Where Should I Send My Return?
The authorized return address may be different from our registered company address.
Once your return request has been reviewed and approved, our team will provide the appropriate return location and instructions.
Please do not send a return directly to the registered business address unless our support team specifically instructs you to do so.
Who Pays for Return Shipping?
For customer-preference returns, such as:
- Change of mind;
- Personal preference;
- Incorrect size, color, or option selected by the customer;
the customer is generally responsible for return shipping costs.
If the return is required because the product is:
- Damaged;
- Defective;
- Incorrect;
- Missing components;
- Affected by a fulfillment error;
the customer will not be responsible for reasonable additional return shipping costs required to resolve the issue.
Does Veloviita Charge a Restocking Fee?
No.
Veloviita does not charge a restocking fee for eligible returns completed according to our Return & Refund Policy.
How Long Does a Refund Take?
After an eligible returned item has been received and inspected, approved refunds are generally processed within:
5–10 business days
Refunds are normally issued to the original payment method.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
What Should I Do If I Have Not Received My Refund?
If you have already received confirmation that a refund was issued but it has not appeared in your account:
- Check your payment account again.
- Contact your bank or card issuer.
- Ask whether the refund is still pending.
If you still need assistance, contact:
and include your order information.
How Is My Personal Information Used?
Personal information may be used for purposes including:
- Processing purchases;
- Managing orders;
- Arranging fulfillment and shipping;
- Providing customer support;
- Processing returns and refunds;
- Preventing fraud;
- Improving our Services;
- Marketing where permitted.
For complete information, please review our Privacy Policy.
Can I Unsubscribe From Marketing Emails?
Yes.
If you receive promotional emails from Veloviita, you can use the unsubscribe option contained in those messages.
After unsubscribing, you may still receive important non-promotional communications related to:
- Orders;
- Shipping;
- Payments;
- Returns;
- Customer support.
How Can I Contact Veloviita?
For product questions, order assistance, shipping inquiries, returns, refunds, or other customer service matters, please contact:
Customer Support Email:
service@veloviita.com
Customer Support Hotline:
0516-85602177
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
For an existing order, please include your order number whenever possible.
Business Information
Brand Name:
Veloviita
Legal Company Name:
Xuzhou Paqubao E-commerce Co., Ltd.
Website:
veloviita.com
Business Address:
Room 1-0005, Building 16, Zone C, Lushan Rongjun, Huohua Subdistrict, Quanshan District, Xuzhou City, Jiangsu Province, P.R.China
Customer Support Email:
service@veloviita.com
Customer Support Hotline:
0516-85602177
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
Veloviita is owned and operated by Xuzhou Paqubao E-commerce Co., Ltd.