Frequently Asked Questions

 

Where does Velivo ship?

Velivo currently ships orders within the United States only.

How long does order processing take?

Orders are generally processed within 1–3 business days.

How long does delivery take?

After processing, the estimated delivery time is 5–11 business days.

Is shipping free?

Yes. Standard shipping is free on all orders.

Which shipping carriers does Velivo use?

Depending on the order and delivery requirements, shipments may be handled by USPS, UPS, FedEx, DHL, or other carriers.

What is the daily order cut-off time?

Our order cut-off time is 5:00 PM New York time. Orders placed after this time may be processed on the following business day.

How long do I have to return an item?

Eligible products may be returned within 30 business days.

Who pays for return shipping?

The customer is responsible for return shipping costs.

Which products cannot be returned?

Returns are not accepted for products that have been used, worn, washed, or damaged after delivery; items with removed tags, labels, or stickers; products without their original packaging or protective materials; items missing original accessories, manuals, free gifts, or components; products showing stains, odors, smoke smell, pet hair, or other visible signs of use; customized, personalized, or made-to-order products; clearance or final-sale items and products marked “Non-Returnable,” unless they are defective, damaged, or incorrectly shipped; gift cards and digital products; products damaged through misuse, accidents, negligence, or unauthorized repairs; items returned after the eligible return period; and products with missing original parts or components.

Returns may also be refused when required return authorization has not been obtained.

Is an unboxing video required?

For damaged, defective, or incorrectly shipped products, Velivo requires an uncut unboxing video clearly showing the product and the issue to evaluate the claim.

How do I request a return?

Contact support@velivo.shop with your order information and the reason for your return. If your request is approved, you will receive instructions for returning the product.

How long does a refund take?

Approved refunds are processed within 5–10 business days after the return has been processed.

How will I receive my refund?

Approved refunds are issued to the original payment method.

What payment methods does Velivo accept?

Velivo accepts Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, and PayPal Wallet.

What currency does Velivo use?

All prices are provided in U.S. dollars (USD).

How can I contact Velivo?

You can contact us at:

Email: support@velivo.shop
Phone: +1 646-978-5849
Email Support: Available 24/7

Velivo
139 Flatbush Ave
Brooklyn, NY 11217
United States