FAQ

FREQUENTLY ASKED QUESTIONS

1. DO I NEED AN ACCOUNT TO PLACE AN ORDER?

No. You can place an order as a guest.

Creating an account, where available, may provide additional convenience, such as:

  • Faster checkout on future orders;

  • Easier access to order status and order history; and

  • Receiving product updates or promotional communications, where you have chosen to receive them.

An account is not required to complete a purchase.

2. WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the payment methods displayed at checkout.

Depending on availability, these may include major credit or debit cards and PayPal.

Available payment methods may vary depending on your location, order, or payment provider.

3. HOW IS MY PAYMENT INFORMATION PROTECTED?

Our website uses SSL/TLS encryption to help protect information transmitted between your browser and our website.

Payment transactions may be processed by third-party payment service providers. Complete payment card information is generally handled by the relevant payment provider and is not stored by us unless expressly stated otherwise.

For more information about how we handle personal information, please review our Privacy Policy.

4. WHAT CURRENCY ARE ORDERS CHARGED IN?

Prices on our website are displayed and transactions are generally processed in U.S. Dollars (USD), unless otherwise stated at checkout.

If your payment method uses a different currency, your bank, card issuer, or payment provider may apply its own exchange rate and fees.

We do not control currency conversion rates or fees charged by your financial institution or payment provider.

5. WHERE ARE ORDERS SHIPPED FROM?

Orders are shipped from our own or partner fulfillment facilities located in China, depending on inventory availability, product type, and destination.

In some cases, items from the same order may be shipped separately due to product availability or fulfillment arrangements.

If multiple shipments are required, customers may receive separate packages and tracking information.

6. HOW SHOULD I ENTER MY SHIPPING ADDRESS?

Please enter a complete and accurate shipping address during checkout.

Where possible, use the address format recognized by your local postal or delivery service.

Make sure to include all relevant information, such as:

  • Full name;

  • Street address;

  • Apartment or unit number, where applicable;

  • City;

  • State;

  • ZIP or postal code; and

  • Telephone number, where requested.

Customers are responsible for checking that their shipping information is accurate before placing an order.

7. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

If you need to change your shipping address, please contact us as soon as possible at:

support@velnorow.com

We will try to assist if the order has not yet been processed or shipped, but we cannot guarantee that changes can be made after an order has entered fulfillment.

Once an order has shipped, the shipping address generally cannot be changed by us.

8. HOW LONG DOES SHIPPING TAKE?

Orders are processed and delivered according to the following estimated timeframe:

  • Order Processing Time: approximately 1–3 business days after payment confirmation.

  • Carrier Transit Time: approximately 5–10 business days after shipment for deliveries within the United States.

Delivery times are estimates only and are not guaranteed.

Actual delivery times may vary due to factors outside our reasonable control, including:

  • Carrier delays;

  • Weather conditions;

  • Public holidays;

  • Incorrect or incomplete delivery information;

  • High shipping volumes; and

  • Other logistical disruptions.

For more details, please refer to our Shipping & Delivery Policy.

9. HOW CAN I TRACK MY ORDER?

Where tracking information is available, we will send shipping confirmation with tracking details after your order has been shipped.

Please allow some time for the carrier's tracking system to update after the tracking number has been issued.

If your tracking information has not updated for an extended period, please contact us at:

support@velnorow.com

10. WHAT SHOULD I DO IF AN ITEM IS MISSING FROM MY ORDER?

If an item is missing from your order, please first check whether your order was shipped in multiple packages.

If you still believe an item is missing, contact us at:

support@velnorow.com

Please include:

  • Your order number; and

  • Details of the missing item.

Our customer service team will review the issue and assist you.

11. WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED OR DEFECTIVE?

Please contact us at:

support@velnorow.com

as soon as reasonably possible after delivery.

Please include:

  • Your order number;

  • A description of the issue; and

  • Photos of the item and packaging, where applicable.

We will review the issue and provide an appropriate resolution in accordance with our Return & Refund Policy.

12. CAN I RETURN AN ITEM?

Eligible products may be returned in accordance with our Return & Refund Policy.

Customers may request a return within the applicable return period stated in our Return & Refund Policy.

Please review that policy for information about:

  • Return eligibility;

  • Return conditions;

  • Return shipping costs;

  • Refund procedures; and

  • Final-sale items.

If you need assistance, please contact us at:

support@velnorow.com

before sending a return.

13. HOW CAN I CONTACT CUSTOMER SERVICE?

If you have any questions about your order, shipping, returns, payments, or products, please contact us:

Email:
support@velnorow.com

We will respond as soon as reasonably possible.