FAQ

FAQ – Customer Service

Delivery Delays on Some Products

Why is my order delayed?
Orders placed in our store are imported and shipped from international suppliers (Switzerland, the United States and Asia). Due to international logistics, some factors may cause delays, such as:

  • Customs procedures: Clearance through customs may take longer than expected.

  • International transport: Delays may occur during air or sea transportation.

  • High-demand periods: Holidays and promotions can increase order volumes, resulting in longer delivery times.

  • Weather conditions: Extreme weather events may affect transportation and delivery.

  • Unforeseen situations: Strikes, recess periods or other events beyond our control may impact delivery times.

We are working hard to ensure that all orders are delivered as quickly as possible. We appreciate your understanding and patience.

Payment Confirmation

How long does it take for the payment to be confirmed?

  • Credit card: Usually confirmed instantly, but it may take up to 2 working days.

All delivery times are calculated from the payment confirmation date.

Tracking Information

How long does it take to receive my tracking code?
The tracking code will be sent to the email address provided at checkout within up to 3 working days after payment confirmation.

I can’t see any information using my tracking code. Why?
Tracking information may take up to 5 working days to be updated. Please allow this time for the details to appear.

Delivery Time

When will I receive my order?
All products are shipped directly from our international suppliers (Switzerland, the United States and Asia). Delivery usually takes 7 to 12 working days after dispatch, depending on your location. Dispatch occurs within up to 4 working days after payment confirmation.

We guarantee a tracking code so you can follow your order’s delivery progress.

Important: In some cases, delivery times may be extended due to delays, strikes, recess periods, high demand at postal services, or other circumstances beyond the store’s control.

Insured Shipping

If your product is delayed and not delivered within 30 working days after dispatch, we will refund 100% of the amount paid.

Please note: You may receive more than one package, as products may come from different suppliers.

Order Tracking

Products are shipped via postal services or another courier, always with a tracking code. The code will be emailed to you as soon as it becomes available.

How can I track my order?
After receiving your tracking code, you can track your order using online tracking tools such as 17Track or Muambator. Tracking information may take 4 to 7 working days to appear in the system.

I have received my tracking code, but I’m having trouble tracking my order.
Please allow 5 to 10 working days after dispatch for the tracking information to become available.

Order Changes

I placed an order with an incorrect or incomplete address.
Please contact us as soon as possible via email.

Address Accuracy

The store ships orders to the address provided by the customer. Please ensure that your address details are correct when placing your order.

Recipient Not Available

Make sure someone is available to receive the delivery. Couriers usually make up to three delivery attempts. If delivery is unsuccessful, the package may be taken to the nearest post office and must be collected within 7 calendar days. Otherwise, it will be returned to the sender, and a new shipping fee will be required.

Incorrect or Incomplete Address

The store is not responsible for incorrectly filled addresses. If the address is incorrect, the package will be returned to the sender, and a new shipping fee will be required.

Product Changes

I would like to change the model/colour of a product in my order.
It is not possible to change an order after payment has been confirmed. However, you may request an exchange or cancellation within 7 days after receiving the product, according to our returns policy.

Cancellations

I would like to cancel an order that I haven’t received yet.
Orders cannot be cancelled after payment confirmation. You may request an exchange or cancellation within14 days after receiving the product, in accordance with our returns policy.

I would like to cancel, exchange, or request a refund for an order I’ve already received.
Our exchange policy for dissatisfaction lasts 14 days from receipt, and 20 days for defective products. Please follow the guidelines in our returns policy.

Exchanges and Refunds

My product arrived damaged and I would like to exchange it.
Our defective product exchange policy lasts 14 days from receipt. Please follow the guidelines in our returns policy.

I am not satisfied with my product and would like a refund.
Our dissatisfaction exchange policy lasts 14 days from receipt. Please follow the guidelines in our returns policy.

Still Have Questions?

Please contact us:
📧 Email: support@velmontstore.com

New Questions and Answers

How can I track my order directly on the store’s website?
You can track your orders directly on our website using your order number and/or the email used for the purchase. Access the link sent to your email.

What is the returns policy?
Our returns policy allows you to return products due to dissatisfaction within 14 days of receipt, and due to defects within 14 days. Please follow the guidelines outlined in our returns policy.

What should I do if my order has been lost?
Please contact us at petloom.contact@gmail.com so we can investigate the issue and, if necessary, issue a refund or resend the product.

Do you offer telephone support?
Currently, our support is provided via email (support@velmontstore.com) to ensure all requests are properly documented and handled efficiently.