FAQ
Velorar FAQ (Frequently Asked Questions)
This FAQ is generated based on Velorar’s Privacy Policy, Terms of Service, Shipping Policy, Contact Information, and Legal Disclaimer. It addresses common questions you may have. For additional inquiries, please contact our customer support.
I. Account & Privacy
1. What personal information do you collect?
We collect several categories of personal information based on your interaction with our services, including: contact details (name, address, phone number, email address), financial information (payment card details, transaction records, etc.), account information (username, password, preferences), transaction information (browsing history, orders, returns/exchanges), and device/usage information (IP address, browsing activity, etc.). For details, please refer to our Privacy Policy.
2. How can I exercise my rights related to my personal information (e.g., delete or correct information)?
Depending on the laws of your region, you may have the right to access/know, delete, correct, port, and opt out of the sale or sharing of your personal information for targeted advertising. To exercise these rights, please contact us at support@velorar.shop. If you have the Global Privacy Control (GPC) enabled in your browser, we will automatically treat it as an opt-out request.
Will my personal information be shared or sold?
We only disclose your personal information legally in accordance with our Privacy Policy, such as sharing with service providers like Shopify (for payment, shipping, etc.) or disclosing to third parties with your consent. We do not knowingly share or sell personal information of individuals under 16 years of age. You may also opt out of information sharing/sale via GPC or by contacting customer support.
II. Orders & Payment
1. Will you refuse or cancel my order?
Yes. We reserve the right to refuse or cancel any order for reasons including but not limited to: pricing errors, product unavailability, suspected fraud, or violation of our Terms of Service. All orders are subject to acceptance and confirmation by Velorar.
2. Are product prices subject to change? What payment methods are available?
All product prices are listed in USD and are subject to change without notice. You agree to pay the total amount at checkout, including product price, shipping fees, taxes, and duties. Payments are processed securely via Shopify Payments and approved payment gateways.
III. Shipping & Delivery
1. What is the total delivery time for an order?
Total delivery time = Processing time + Shipping time: Processing time is 3–7 business days (including order verification, quality checks, and packaging). Shipping time for domestic US delivery is 14–30 business days (standard transit time). Extra time may be required during peak seasons, holidays, or due to carrier delays.
2. How are shipping fees calculated?
Shipping fees for domestic US orders are based on your order subtotal: Free Standard Shipping for orders with a subtotal of $50.00 or more; a flat shipping rate of $5.99 for orders with a subtotal of less than $50.00. Shipping fees are automatically calculated and displayed at checkout based on your order value.
3. How can I track my order?
Once your order is processed and shipped, we will send a confirmation email to your registered email address with a tracking number and a link to monitor your package. You can track your package on the official website of the carrier (e.g., USPS, China Post) using the provided tracking number. Specific tracking instructions will be included in the shipping confirmation email.
4. Can I change my shipping address after my order is shipped?
Please double-check your shipping address before completing your purchase. If you need to modify your address, contact us immediately at support@velorar.shop before your order is dispatched to the carrier. We cannot guarantee address changes once the order has been handed over to the carrier.
5. What should I do if my package is lost or damaged?
If your package is lost, stolen, or arrives damaged, please contact us at support@velorar.shop within 15 days of the estimated delivery date. We will assist you with the next steps, including eligibility for replacement or refund.
IV. Returns & Refunds
1. Which products are eligible for return? What is the return period?
Unused, unopened items in their original packaging are eligible for return within 14 days of delivery. Custom/personalized items are not eligible for return or refund.
2. Who is responsible for return shipping fees? Is a restocking fee charged?
Customers are responsible for return shipping fees for non-defective returns. We cover shipping fees for defective or incorrect items. No restocking fees are charged.
3. How do I apply for a return?
Before sending back any items, please contact us at support@velorar.shop to confirm your return eligibility and related procedures. Then, send the items to our registered address: 412 S Animas St, Trinidad, CO 81082, USA.
V. Contact & Support
1. How can I contact Velorar customer support?
You can contact us via our support email: support@velorar.shop. This email handles all customer inquiries, order issues, returns, and policy-related questions. We aim to respond to all emails within 24–48 business hours.
2. What are your customer support hours?
Our customer service team is available during the following hours (US Eastern Time): Monday – Friday: 9:00 AM – 6:00 PM. We are closed on weekends and US public holidays, and will respond to inquiries on the next business day.
Can I visit your physical address in person?
No. Our physical address (412 S Animas St, Trinidad, CO 81082, USA) is for business registration and return shipping only. We do not accept walk-in customers at this location.
4. How can I inquire about wholesale or business cooperation?
Please send an email to support@velorar.shop with “Wholesale Inquiry” in the subject line. We will connect you with the relevant contact person promptly.
VI. Other Questions
1. What if the product color differs from the image on the website?
We strive to ensure the accuracy of product descriptions and images. However, product colors may vary slightly due to differences in monitor display settings. This is normal and not considered a product defect. For details, please refer to our Legal Disclaimer.
2. Are third-party links on your website safe?
Our website may contain links to third-party websites that are not controlled or operated by Velorar. We have no control over the nature, content, and availability of these sites. The inclusion of any links does not necessarily imply a recommendation or endorsement of the views expressed on them. Please review the privacy policies and terms of service of these third-party sites before clicking.
Will your policies (Privacy Policy, Terms of Service, etc.) be updated?
Yes. We reserve the right to modify or update our policies at any time without prior notice. Changes will take effect immediately upon posting on the relevant page, and the “Last updated” date will be updated. Your continued use of our services constitutes acceptance of the revised policies.