FAQ
Frequently Asked Questions
Welcome to the Velnissa FAQ.
Below you’ll find answers to common questions about ordering, payments, shipping, order changes, delivery, and customer support.
If you still need help, please contact us at support@velnissa.com.
For questions about an existing order, please include your Order Number and the Email Address used at checkout so our support team can assist you more efficiently.
Ordering & Payment
How do I use a discount code?
You can apply an eligible discount code during checkout.
To do so:
- Choose the product you would like to purchase and select Add to Cart.
- Continue from your cart to the checkout page.
- Enter your discount code before completing payment.
On mobile devices:
- Tap Show order summary
- Locate the discount code field
- Enter your code and apply it
On desktop:
- The discount code field normally appears on the right side of the checkout page
- Enter the code and select Apply
After the discount has been successfully applied, continue checkout using your preferred payment method.
What payment methods are available?
Velnissa accepts a variety of commonly used secure payment methods, which may include:
- PayPal
- Visa
- MasterCard
- American Express
- Diner’s Club
- Most major debit and credit cards
- Apple Pay
- Google Pay
Available payment options may vary depending on your country, device, or checkout configuration.
How much does shipping cost?
Our standard worldwide shipping fee is generally:
USD $5.99
The final shipping charge may vary depending on your destination or any promotion available at the time of purchase.
The exact shipping cost will be displayed during checkout before payment is completed.
Shipping & Delivery
Does Velnissa ship internationally?
Yes. Velnissa provides shipping to customers in many destinations worldwide.
Orders may be dispatched from different fulfillment locations depending on product availability and the delivery destination.
Our fulfillment network may include facilities in the United States, Canada, Australia, the European Union, or selected manufacturing and logistics partners.
How long does delivery usually take?
After your order has been processed and dispatched, estimated delivery is generally:
10–20 business days
Actual delivery times may vary because of destination, carrier operations, customs clearance, weather, public holidays, or other circumstances beyond our reasonable control.
How can I track my package?
After your order ships, we will send a Shipping Confirmation Email containing your tracking number.
You may use this tracking number through the applicable carrier or a universal tracking service such as 17TRACK.
Why has my tracking information not changed?
Tracking information may take approximately 24–48 hours to become active after your shipment has been dispatched.
It is also normal for a parcel to travel between logistics facilities without receiving a new scan for several days.
A temporary pause in tracking does not necessarily mean that your package has stopped moving.
Why did I receive only part of my order?
Orders containing multiple products may occasionally be divided into separate shipments.
This may happen when products are stored in different fulfillment centers or when splitting the shipment allows available items to reach you sooner.
If your order is sent in multiple packages, each shipment may have its own tracking number.
Changes & Cancellations
Can I update my shipping address, name, or phone number?
Please contact us as soon as possible if you need to correct delivery information.
Email:
Please include:
- Your Order Number
- The email address used for the purchase
- The complete corrected shipping information
We will make reasonable efforts to update the order if it has not yet entered fulfillment.
Once your package has already been shipped, Velnissa is generally unable to change the shipping information.
Can I change the products in my order?
Requests involving size, color, quantity, or another product option must be submitted as quickly as possible.
Please email support@velnissa.com with:
- Your Order Number
- Your order email
- A clear explanation of the requested change
Order changes can only be considered before the order has entered the fulfillment process.
Because processing can begin quickly, we cannot guarantee that every modification request can be completed.
Can I cancel an order?
Cancellation requests can only be considered before an order has been dispatched.
Please contact our support team as soon as possible if you would like to request cancellation.
A processing or handling fee may apply where applicable.
Once an order has already shipped, it can no longer be canceled.
Problems After Delivery
My item arrived damaged. What should I do?
We are sorry if your order arrives damaged.
Please contact:
Include the following information:
- Your Order Number
- The email address associated with your order
- Clear photos or video showing the damaged item
- A photo of the shipping label on the package
Providing complete evidence allows our team to review the issue more efficiently.
What should I do if the product appears defective?
If you believe your item has a manufacturing defect or quality problem, please contact our customer support team.
Your email should include:
- Your Order Number
- Your Order Email
- A clear explanation of the problem
- Photos or video clearly showing the defect
Our team will review the information provided and assist you according to our applicable Return Policy.
What if I received the wrong item?
If the product delivered does not match what you ordered, please contact us at support@velnissa.com.
Please include:
- Your Order Number
- Your Order Email
- A clear photo of the item received
- A brief description of what you originally ordered
What should I do if an item is missing?
Before contacting us, please check whether your order was divided into multiple shipments.
If the missing product does not have a separate tracking number, email us with:
- Your Order Number
- Your Order Email
- The name of the missing item
Our support team will review your order and provide further assistance.
Order Emails & Notifications
I did not receive my order confirmation. What should I do?
Please check your:
- Spam folder
- Junk folder
- Promotions folder
Automated emails may occasionally be filtered by your email provider.
If you still cannot locate the confirmation, contact support@velnissa.com with the name and email address you believe were used during checkout.
We can review the order and assist with resending the confirmation where possible.
I have not received my tracking number yet. Is this normal?
Tracking details are generally provided within 1–2 business days after your order has been processed for shipment.
If more time has passed, please check your spam or junk folder first.
If you still cannot find your tracking information, contact our customer service team with your Order Number and Order Email.
Returns & Exchanges
Can I return an item because I changed my mind?
Velnissa considers purchases final sale.
We generally do not accept returns or exchanges for change of mind or personal preference.
Resolutions may be available when an item arrives damaged, defective, or incorrect, subject to review under our Return Policy.
Do you offer product exchanges?
We do not offer standard exchanges for another size, color, style, or variation.
A replacement may only be considered for an approved claim involving an item that arrived damaged or defective.
Can I send a product back without contacting Velnissa first?
No.
Please do not return any item unless our customer support team has specifically authorized you to do so.
Packages returned without prior approval may not be accepted or processed for a refund or replacement.
Always contact support@velnissa.com before sending anything back.
Need More Help?
If your question is not covered above, please contact our customer support team.
For the fastest service, include your Order Number and Order Email whenever your inquiry concerns an existing purchase.
Store Name: Velnissa
Business Category: Pet Supplies
Email: support@velnissa.com
Phone: +1 (405) 299-3259
Company Name:
Ecomma Hong Kong Limited
Business Address:
UNIT 1603, 16TH FLOOR, THE L PLAZA
367 - 375 QUEEN'S ROAD CENTRAL
SHEUNG WAN, HONG KONG