FAQ
Frequently Asked Questions (FAQ)
Welcome to the Velnaric FAQ page! Here you can find answers to many of the questions customers commonly have about shopping with us. If you do not see the information you need, please reach out to our support team at support@velnaric.com and provide your Order Number and Order Email so we can assist you more quickly.
Ordering & Payments
Q: How can I use a discount code?
You can apply a discount code at checkout by following these steps:
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Place the products you wish to purchase in your shopping cart.
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Choose PAY WITH DEBIT/CREDIT CARD to proceed to checkout. (This applies whether you are paying with PayPal or a credit/debit card.)
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On mobile devices, select Show order summary and enter your discount code. On desktop, type the code into the discount field shown on the right side of the checkout page.
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Finish your purchase using the payment method you prefer.
Q: Which payment methods are accepted?
We provide several secure and convenient ways to pay:
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PayPal, including guest checkout
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Major credit/debit cards: Visa, MasterCard, American Express, Diners Club
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Apple Pay & Google Pay
Q: What are the shipping costs?
Standard worldwide shipping is generally USD $5.99. The actual shipping fee may differ depending on your delivery destination and any promotions currently available. Your exact shipping charge will be displayed at checkout before you submit your order.
Shipping & Delivery
Q: Do you ship internationally?
Yes. We ship to most countries and regions around the world. Depending on the products ordered, stock availability, and your shipping destination, your purchase may be dispatched from one of our available fulfillment locations.
Q: How long does shipping take?
Delivery is generally estimated at approximately 10–20 business days after your order has been processed and shipped.
Q: How can I track my order?
Once your order has been dispatched, we will usually send you a shipping confirmation email that includes your tracking number. You can use the tracking information provided in that email to follow your package while it is in transit.
Q: Why isn’t my tracking number updating?
It can take approximately 24–48 hours after receiving shipment confirmation for tracking information to become active or begin showing updates. Tracking may also remain unchanged for several days while the package is moving between carrier facilities.
Q: I only received part of my order. Why?
When an order includes several products, individual items may sometimes be shipped separately from different fulfillment locations. When this happens, separate tracking numbers may be assigned to each package, and the relevant tracking information will be sent to your email.
Order Modifications & Cancellations
Q: Can I update my shipping address, name, or phone number?
These requests must be handled quickly. Please contact us as soon as possible at support@velnaric.com with the subject line “Urgent: Address Change”.
Please provide:
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Your Order Number
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Order Email
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Correct shipping information
We will make reasonable efforts to update your details provided the order has not already entered processing or fulfillment. Once an order has been shipped, changes normally cannot be completed. In certain cases, you may also need to communicate directly with the shipping carrier.
Q: Can I modify the items in my order?
If you would like to change a product size, color, quantity, or another order detail, please contact us promptly at support@velnaric.com with the subject line “Urgent: Order Change.”
Please include:
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Your Order Number
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Order Email
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Details of the requested changes
Changes can only be made before the order has entered the fulfillment process.
Q: Can I cancel my order?
If your order has not yet entered fulfillment or shipment, please contact us as soon as possible to request cancellation.
We cannot guarantee that a cancellation can be completed once processing has begun. Orders already in transit usually cannot be cancelled and may instead need to be returned after delivery under our Return & Refund Policy.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We’re sorry your order was delivered in this condition. Please contact support@velnaric.com and send the following information:
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Your Order Number
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Order Email
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Clear photos or video showing the damaged product
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A photo of the shipping package
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A photo of the shipping label
Please retain the product and all original packaging until our customer support team has finished reviewing your case.
Q: My item has a quality issue or defect.
We take product quality seriously. Please email support@velnaric.com and provide your Order Number, Order Email, along with clear photos or video showing the problem.
Our customer service team will assess the information provided and determine the appropriate resolution.
Q: I received the wrong item or am missing items.
We apologize for the inconvenience. Please contact support@velnaric.com and provide:
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Your Order Number
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Order Email
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A photo or video of the products you received
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A photo of the shipping package and label
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A description of the incorrect or missing product
We will review the details you provide and work to resolve the issue as promptly as possible.
Account & Communication
Q: I didn’t receive an order confirmation email.
Please check your spam or junk email folder first.
If you still cannot find your confirmation email, contact support@velnaric.com using the same email address used when placing the order. Please include your name and any order information you have available so our team can locate your purchase.
Q: I haven’t received my tracking number yet.
Tracking information is generally sent after your order has finished processing and has been dispatched.
Please check your spam or junk folder first. If you still have not received tracking details after your order has been processed, contact us at support@velnaric.com and our team will assist you.