FAQ

Welcome to velqiino!

We're here to help make your shopping experience simple and convenient. Below, you'll find answers to common questions about our products, orders, shipping, returns, and refunds.

1. Where Do You Ship?

We currently offer shipping to eligible addresses within the United States.

Please make sure your shipping address, recipient name, ZIP code, and contact information are accurate when placing your order.

Available shipping options and fees will be displayed at checkout based on your order and delivery address.

2. How Much Does Shipping Cost?

We currently offer the following shipping options for eligible orders within the United States.

Free Standard Shipping

  • Shipping Fee: Free

  • Minimum Order Value: $39.00

  • Estimated Delivery Time: 10–15 business days

Standard Shipping

  • Shipping Fee: $3.99

  • Eligible Order Value: $0.00–$38.99

  • Estimated Delivery Time: 10–15 business days

The final shipping fee and available shipping options will be displayed at checkout before you complete your purchase.

3. How Long Will My Order Take to Arrive?

Our current estimated shipping times are:

  • Standard Shipping: 10–15 business days

  • Free Standard Shipping: 10–15 business days

These timeframes are estimates and are not guaranteed delivery dates. The total time required to receive your order may also depend on order processing and shipment preparation.

Delays may occur due to weather conditions, carrier operations, holidays, transportation disruptions, or other circumstances beyond our reasonable control.

4. Can I Change or Cancel My Order After Placing It?

If you need to change or cancel your order, please contact our customer support team as soon as possible.

Email: service@velqiino.com

We will review your order status and let you know whether the requested change or cancellation can be accommodated.

Once an order has entered processing or has been shipped, changes or cancellations may no longer be possible. Any cancellation rights available under applicable law remain unaffected.

5. Can I Change My Shipping Address?

If you notice an error in your shipping address after placing your order, please contact us as soon as possible.

Address changes may be possible before order processing or shipment begins. However, we cannot guarantee that a change can be made after processing has started or the package has been dispatched.

Please double-check your recipient name, street address, city, state, ZIP code, and contact information before completing your purchase.

6. Can I Track My Order?

When your order has been shipped and tracking information is available, we will provide the relevant details by email or through the available order notification system.

Please note that tracking information may take some time to appear or update after shipment.

If you cannot locate your tracking information or have questions about your delivery, please contact us with your order number.

Email: service@velqiino.com

7. What Is Your Return Policy?

Our return eligibility requirements, applicable conditions, and return procedures are explained in our Return & Refund Policy.

Please review that policy for details before making a purchase.

If you wish to return an item, contact our customer support team before sending it back. We will review your request and provide instructions regarding the applicable return procedure.

If an item arrives damaged, defective, incomplete, or different from what you ordered, please contact us so we can review the issue and explain the appropriate next steps.

Email: service@velqiino.com

8. Who Pays for Return Shipping?

Return shipping responsibility depends on the reason for the return and the circumstances of the order.

For details about return shipping costs and applicable conditions, please refer to our Return & Refund Policy.

If you receive a damaged, defective, or incorrect item, please contact our customer support team before returning it so we can review the issue and explain the next steps.

Any applicable return shipping arrangements will be handled in accordance with our policies and applicable law.

9. What Should I Do If My Item Arrives Damaged or Incorrect?

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact our customer support team.

To help us review the issue, please provide:

  • Your order number

  • A description of the problem

  • Photos of the item and packaging, if available

Our team will review the information and explain the appropriate next steps based on the circumstances.

Email: service@velqiino.com

Please contact us before returning the item so we can provide the appropriate instructions.

10. How Are Refunds Processed?

If a refund is approved, we will initiate the refund process after any required review has been completed.

Refunds are generally issued to the original payment method, subject to the applicable payment provider's procedures.

The time required for a refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.

If you have questions about your refund status, please contact us with your order number.

Email: service@velqiino.com

11. What Happens If My Package Is Delayed or Undeliverable?

If your package has not arrived within the estimated delivery timeframe, or the tracking information indicates that it is delayed or undeliverable, please contact our customer support team.

Please provide your order number and tracking number, if available, so we can review the available shipping information.

If a package is returned to the sender because of an incorrect address, incomplete delivery information, or other delivery issues, we will review the circumstances and explain the available options.

Any additional shipping arrangements, costs, or refund adjustments will be assessed according to the circumstances, our applicable policies, and applicable law.

12. Do You Accept Returns at Your Business Address?

Please contact our customer support team before sending any item back.

If your return is approved, we will provide the applicable return instructions and return destination where necessary.

Please do not send returned items before receiving instructions from our customer support team.

Our business address is not necessarily the return shipping address. Do not send returned items to our business address unless our customer support team has specifically confirmed that it is the correct destination.

Email: service@velqiino.com

13. How Can I Contact velqiino?

If you have questions about our products, orders, shipping, returns, or refunds, please contact us using the information below.

Brand Name: velqiino

Company Name: Guangzhou Yulan Culture Co., Ltd.

Customer Support Email: service@velqiino.com

Phone: +86 20 38556025

Business Address: Room 306, No. 36 Houyuan Road, Tianhe District, Guangzhou City, Guangdong Province, China

When contacting us about an order, please include your order number and the email address used at checkout so we can assist you more efficiently.

Thank you for choosing velqiino. We appreciate your trust and look forward to assisting you!