FAQs
How can I contact Velpets?
You can email us at shopvelpets@gmail.com, where our customer care team will be happy to assist you with anything you need.
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. After this time, requests cannot be guaranteed. Once received, your order can still be returned for a full refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
Orders are handled and shipped out from our warehouse between Monday and Friday. Please allow 1–3 business days for processing. Orders are shipped the next business day after processing. Please note: we don’t ship on weekends or holidays.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don’t receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund
Will I be charged customs and taxes?
The prices displayed on our site are tax-free in US Dollars. However, you may be liable to pay duties and taxes once your order arrives in your country. These charges are determined by your local customs office and are the customer’s responsibility. Velpets is not responsible for delays caused by customs. For more details, please contact your local customs office.
How do I return an item?
Please contact us at shopvelpets@gmail.com to begin your return process.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us right away if you receive merchandise that is incorrect, missing, or defective. Include your order number, photos of the item(s), and any related details. We’ll do our best to resolve your case promptly.
When will I receive my refund?
All refunds will be credited to your original payment method. If paid by credit/debit card, refunds are usually sent to your card-issuing bank within 7–10 business days after the returned item is received or the cancellation request is approved. Please check with your bank or card company if the refund does not appear after this time.