Shipping & Returns
Shipping Policy
This Shipping Policy explains how orders are processed and shipped by VeloraPets.
1. Worldwide Shipping
We proudly offer shipping to customers worldwide.
2. Order Processing
Orders are typically processed within 1–3 business days after payment has been successfully received.
Please note that orders are not processed, shipped, or delivered on weekends or public holidays.
3. Estimated Delivery Times
Delivery times vary depending on the destination and local carrier services.
Estimated delivery time: 5–25 business days.
Please note that shipments to remote locations or orders subject to customs inspections may require additional transit time.
4. Order Tracking
Once your order has been shipped, you will receive a confirmation email containing:
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Your tracking number
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Carrier information
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A tracking link (when available)
Please allow up to 72 hours for tracking information to become active.
5. Customs Duties & Import Taxes
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.
These charges are the responsibility of the customer and are not included in the purchase price or shipping costs.
6. Incorrect Shipping Information
Customers are responsible for providing accurate shipping information at checkout.
If an order is returned due to an incorrect or incomplete address, additional shipping fees may be required before the order can be resent.
7. Shipping Delays
While we strive to deliver orders within the estimated timeframe, delays may occasionally occur due to:
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Customs clearance procedures
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Weather conditions
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Carrier disruptions
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High shipping volumes
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Other unforeseen circumstances
VeloraPets is not responsible for delays caused by shipping carriers or customs authorities.
8. Lost or Damaged Packages
If your package is lost in transit or arrives damaged, please contact our support team as soon as possible. We will work with the carrier to investigate the issue and provide an appropriate resolution.
9. Contact Us
If you have any questions regarding shipping or your order, please contact us:
Refund Policy
At VeloraPets, customer satisfaction is important to us. This Refund Policy explains how refunds and store credits are handled.
1. Refund Method
Approved refunds are issued in the form of a digital store credit (gift card).
Store credits:
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Can be used on any future purchase at VeloraPets.
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Do not expire.
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Are delivered electronically via email.
Refunds are not issued in cash, by bank transfer, or back to the original payment method unless otherwise required by applicable law.
2. Refund Processing Time
Once a returned item has been received and inspected, eligible store credit will be issued within 7 business days.
Customers will receive an email confirmation once the credit has been added to their account or gift card balance.
3. Non-Refundable Items
The following are not eligible for refunds or store credit:
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Items returned outside the approved return period
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Products that are damaged due to misuse or improper handling
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Items not in their original condition
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Shipping fees
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Customs duties, taxes, or import fees
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4. Store Credit Terms
Store credits and gift cards:
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Do not expire
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May be used toward any future purchase
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Cannot be exchanged for cash
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Are non-transferable unless otherwise required by law
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5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
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Your order number
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A description of the issue
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Clear photos of the product and packaging
Our support team will review your request and provide an appropriate solution.
6. Contact Us
If you have any questions regarding this Refund Policy, please contact us: