Shipping & Returns

Shipping Policy

At Velora Petz, we are committed to delivering your orders as quickly and safely as possible.

1. Order Processing Time

All orders are processed within 1–2 business days (Monday to Friday).
Orders are not processed on weekends or public holidays.

Once your order has been processed, you will receive a confirmation email with tracking information.

2. Shipping Times

Estimated delivery times:

2–8 business days

Please note that delivery times are estimates and may vary due to high demand, carrier delays, or customs processing.

3. Shipping Costs

We offer free standard shipping on all orders.

Any applicable shipping fees will be clearly displayed at checkout.

4. Tracking Your Order
Once your order has been shipped, you will receive a tracking number via email.
Please allow 1–3 days for tracking information to update.

5. Delays & Unexpected Issues

While we do our best to ensure timely delivery, delays may occur due to:

High order volume
Courier issues
Customs or import procedures

Velora Petz is not responsible for delays caused by external factors, but we will always assist you in tracking your order.

6. Incorrect Address

Please ensure your shipping address is correct at checkout.

We are not responsible for orders shipped to incorrect addresses provided by the customer. If you notice a mistake, contact us immediately at: velorapetz@gmail.com

7. Lost or Stolen Packages

Velora Petz is not responsible for lost or stolen packages confirmed as delivered.
If this happens, please contact your local courier service directly.

8. Contact Us

If you have any questions about your order or shipping, please contact us at: velorapetz@gmail.com

Thank you for choosing Velora Petz — we appreciate your trust in us.

Return & Exchange Policy

At Velora Petz, customer satisfaction is our priority. We aim to provide a smooth and transparent shopping experience.

1. 14-Day Right to Cancel (Cooling-Off Period)

you have the right to cancel your order within 14 days of receiving your item.

To exercise this right, you must notify us within 14 days of delivery. Once your cancellation is approved, you have a further 14 days to return the item.

2. Returns Eligibility

To be eligible for a return, items must:

Be unused and in their original condition
Be in the original packaging
Not be damaged or altered

Certain items may be non-returnable for hygiene reasons (such as pet grooming products or opened items).

3. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 5–10 business days and issued to your original payment method.

4. Delivery Costs

Original shipping costs are non-refundable unless the item is faulty or incorrect
Customers are responsible for return shipping costs unless the product is defective or wrong

5. Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with clear photos.

We will offer a replacement or full refund at no additional cost.

6. Late or Missing Refunds

If you haven’t received your refund yet:

Check your bank account again
Contact your payment provider
Then contact us for assistance

7. Contact Us

For any questions regarding returns or refunds, please contact our support team at:velorapetz@gmail.com

Velora Petz is committed to fairness, transparency, and providing the best possible experience for you and your pets.