Frequently Asked Questions
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery on unworn, unwashed items with original tags. Some items like final sale or underwear are non-returnable.
How do I start a return or exchange?
Just head to our Returns Portal, enter your order number and email, and follow the steps. You’ll receive a prepaid return label if eligible.
When will I get my refund?
Once we receive and inspect your return, refunds are processed within 5–7 business days to your original payment method.
How to Become a Distributor/Partner?
Welcome to visit the "Contact" page on our official website to submit your application. We value your local market channel capabilities and industry experience, and will take the initiative to contact you upon review.
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, AMEX, PayPal, Apple Pay, Google Pay, and Velora gift cards.
Can I apply a promo code or gift card at checkout?
Yes! You can enter your promo code or gift card in the designated field during checkout before payment.
Can I modify or cancel my order after placing it?
Orders are processed quickly, but if you contact us within 1 hour of purchase, we’ll do our best to accommodate changes or cancellations.
Do you offer pre-orders?
Yes, for select items. Pre-order details (estimated shipping date, charges, etc.) will be clearly noted on the product page.
Shipping & Delivery
Where do you ship?
We currently ship across the U.S. and select international countries. Shipping options and costs are calculated at checkout.
How long does shipping take?
Standard shipping takes 3–7 business days. Expedited options are available at checkout.
How can I track my order?
You’ll receive a tracking link via email once your order ships. You can also track your order anytime through your Velora account.
What if my package is lost or delayed?
If your tracking hasn’t updated in 5+ days or your package is missing, reach out to our Support Team and we’ll help resolve it ASAP.
After-Sales Service & Support
What is the warranty policy?
Complete unit: 1-year standard warranty; core modules: optional extended warranty. Covers material/workmanship defects and remote technical support.
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How to perform daily maintenance?
We provide a comprehensive maintenance manual, and customers can perform basic maintenance in accordance with the guidelines.
How to report a fault when encountering one?
Submit a service ticket via the customer service hotline, online support portal, or by contacting your Customer Success Manager. We commit to responding within 2–4 hours.
Can hardware modules be upgraded?
Yes, this is our core advantage. You can upgrade performance by replacing modules such as sensors and batteries, without the need for a full unit replacement.
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