Frequently Asked Questions
Orders
How do I know my order went through?
You’ll get an order confirmation email within a few minutes of checkout. If it hasn’t arrived, check your spam folder, then email us with the name and address you used.
Can I change or cancel my order?
Yes, free of charge, at any time before it is dispatched. Email us as soon as possible with your order number — orders enter processing quickly. Once a parcel is with the carrier it has to be handled as a return.
Can I change my shipping address after ordering?
Only before dispatch. Contact us immediately. We can’t redirect a parcel once it has left the fulfilment centre.
Shipping
Is shipping free?
Yes. Standard shipping is free on every order, with no minimum spend. Priority shipping is available as an optional paid upgrade at checkout.
How long will my order take?
Processing takes 2–4 business days. Standard delivery is then typically 8–15 business days to Canada and the United States, 10–20 to Australia and New Zealand, and 12–25 elsewhere. Priority shipping is offered with a 6–12 business day window to Canada and the US. Full table on our Shipping & Delivery page.
Where do your products ship from?
Our products are made and dispatched by our manufacturing partners in Asia and shipped directly to you. We don’t hold stock in local warehouses — that’s how we keep prices well below traditional retail, and it’s why delivery takes longer than a domestic order.
Is priority shipping the same as express or overnight?
No. Your order travels internationally, so priority is not a courier-express service and it does not shorten the 2–4 day processing time. Each option is delivered within the window shown for it on our Shipping & Delivery page.
Do you ship to my country?
Canada and the United States are our primary markets, and we ship worldwide beyond them. We are not currently able to accept orders from the United Kingdom or the European Union. If checkout offers you a shipping rate, we can deliver to you.
Why did my order arrive in separate parcels?
We work with several manufacturing partners. Items from different facilities ship separately and can arrive days apart. You get tracking for each parcel — nothing is missing.
My tracking number isn’t updating.
Tracking often takes 3–7 days to start moving after dispatch while the parcel goes through its first carrier handover, and the number may switch to a local carrier when it reaches your country. If there’s no movement for 10 business days, email us and we’ll open an investigation.
Will I have to pay customs or import duty?
Possibly, depending on your country. Unless checkout showed duties as prepaid, parcels are sent Delivered Duty Unpaid and any local duty, import tax or brokerage fee is the recipient’s responsibility. Where we’re legally required to collect destination tax, it appears as a separate line before you pay.
Returns & refunds
What’s your return window?
30 days from delivery. Items must be unused, in original packaging, with seals and tags intact.
Who pays return shipping?
We do, if the item is faulty, damaged, incorrect or not as described. You do, if it’s a change of mind. Full detail on the Returns & Refunds page.
My item arrived damaged. What now?
Email us within 7 days with photos of the item and the outer packaging. We’ll replace it or refund you in full — usually without asking you to ship it back.
How long does a refund take?
We inspect returns and decide within 3 business days of receipt, then refund to your original payment method. Banks typically post the funds within 5–10 business days.
Do you charge restocking fees?
No.
Can I exchange instead of returning?
Yes. The quickest route is to return for a refund and reorder, but ask us and we’ll arrange a direct exchange.
My order never arrived.
If it’s more than 30 days past the latest delivery estimate, contact us and we’ll reship free or refund you in full — your choice.
Payment & pricing
What payment methods do you accept?
The cards and wallets shown at checkout. Available options can vary by country.
What currency am I charged in?
The currency shown at checkout. Always check the currency displayed beside the total before you pay. Your bank may apply its own conversion fee.
Is my payment information secure?
Yes. The site runs over encrypted HTTPS and payments are handled by PCI-DSS compliant processors. We never see or store your full card number.
Language
Can I shop in French?
Yes. Use the language switcher at the top of any page to change between English and French. If your browser is set to French, we’ll suggest it automatically.
Products
Are your comparison prices real?
Yes. A crossed-out price is either a manufacturer’s suggested retail price or a price at which we genuinely offered the item. We don’t inflate “was” prices.
Do products come with a warranty?
Products carry the manufacturer’s warranty where one is offered, in addition to your statutory rights.
Still need help?
Email vellosupportteam@vellostore.store or call (587) 400-1737, Monday to Friday, 9:00 am – 5:00 pm EST. We reply to every enquiry within 2–3 business days.