FAQ
1. How can I contact Shop Velio?
You can reach our customer support team at info@shop-velio.com. We aim to respond to all inquiries within 24–48 hours, Monday through Friday. Please note that we do not offer phone support at this time to keep our services efficient.
2. Where are the products shipped from?
To provide a wide selection of curated products at competitive prices, Shop Velio works with international fulfillment centers. Your order will be dispatched from our global partners depending on stock availability and your location. All administrative and customer support operations are managed from our North American headquarters.
3. How long does delivery take?
Our delivery process consists of two stages:
- Handling Time: 1–3 business days (Monday–Friday).
- Transit Time: 7–10 business days (Monday–Friday).
- Total Estimated Delivery: 8–13 business days.
Note: These are estimates. You will receive a tracking number as soon as your order is dispatched.
4. Are there hidden customs fees or taxes?
No. For orders within the United States, we operate on a Delivered Duty Paid (DDP) basis. The price you see at checkout is the final price you pay. We handle customs clearance and prepay any import duties so you won't face "fees at the door."
5. What is your return policy?
We offer a 30-day return window. If you are not satisfied, contact us at info@shop-velio.com for authorization.
Important: Our administrative address is not a return facility. Do not send items back without an authorized return label and the address of our dedicated inspection center provided by our team.
6. Can I modify or cancel my order?
Cancellations or modifications must be requested within 12 hours of placing the order. Once the fulfillment process has started, we are unable to stop the shipment, and the standard return process will apply.