Track Your Order
Where is my order?
Enter the tracking number from your dispatch email below, or look your order up through your account.
Haven’t received a tracking number yet? Orders are processed within 1–3 business days. Your tracking number is emailed to you the moment your parcel is dispatched — check your spam folder if you think you’ve missed it.
Three things worth knowing before you worry
- New tracking numbers take time to activate. It is normal for a number to show no movement for the first 3–7 days while the parcel goes through its first carrier handover.
- Orders can ship in separate parcels. Items come from different fulfilment centres, so you may receive more than one tracking number and the parcels may arrive days apart.
- Customs adds time. International parcels can sit in customs clearance for several days without the tracking status changing.
If your tracking hasn’t moved in 10 business days
Email vellosupportteam@vellostore.store with your order number and we will open an investigation with the carrier. If a parcel has not arrived within 30 days of the latest delivery estimate we will reship it free of charge or refund you in full — your choice.
Marked as delivered but nothing arrived?
Check with neighbours, household members and your local depot first, as carriers sometimes scan early or leave parcels in a safe place. If it still hasn’t turned up, contact us within 7 days so we can file a claim while the carrier’s claim window is still open.