Frequently Asked Questions

How can Velanorae help me before I place an order?

Our customer support team can assist with questions about product details, dimensions, specifications, included components, and general ordering information.

For help before purchasing, email info@velanorae.com. We aim to respond within 48 business hours.

Can you help me check the status of my order?

Yes. After your order ships, we will send a confirmation email containing a tracking link.

For additional assistance, contact info@velanorae.com and include your order number and the email address used during checkout.

Can I cancel or update my order?

You may request an order cancellation before the order has shipped.

You may also request a shipping-address correction before shipment, although changes cannot be guaranteed after processing has started.

Please contact us as soon as possible with your order number, full name, and requested change.

How do you assist with damaged, defective, or incorrect items?

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us promptly at info@velanorae.com.

Please include:

  • Your order number
  • A description of the issue
  • Photographs of the product
  • Photographs of the packaging
  • Details of any missing components

Do not install or continue using a product that appears damaged or defective. Our team will review the information and provide the appropriate next steps.

How does your return and exchange service work?

Eligible products may be returned or exchanged within 30 days of delivery.

To begin, email us with your order details and reason for the request. After approval, Velanorae will provide a prepaid downloadable return shipping label at no cost to you.

Returns and exchanges must be approved before products are sent back. No restocking fee applies to approved returns.

How can I contact customer support?

You can contact Velanorae by email for assistance with:

  • Product questions
  • Order status
  • Shipping and tracking
  • Address changes
  • Order cancellations
  • Returns and exchanges
  • Refunds
  • Damaged or incorrect items

Email: info@velanorae.com
Operating Hours: Monday–Friday, 8:00 AM–7:00 PM (GMT-8)
Expected Response Time: Within 48 business hours

For faster assistance with an existing purchase, include your order number and the email address used to place the order.