FAQs
Welcome to the Velantoa Help Center. Here you'll find helpful answers to frequently asked questions about our home and lifestyle products, payment options, order management, shipping, and customer service.
If you need further assistance or cannot find an answer to your question, please email us at support@velantoa.com. For order-related inquiries, we recommend including your Order Number and the email address associated with your purchase so our team can assist you more efficiently.
1. Orders & Payments
How can I use a discount code?
You can redeem an eligible promotional code during checkout by following these steps:
- Select your preferred Velantoa products and add them to your cart.
- Continue to the checkout page.
- Find the Discount Code or Promo Code box.
- Enter your promotional code and select Apply.
- Verify that your discount has been applied before completing your purchase.
If you're shopping on a mobile device, the discount code field may be located within the expandable order summary.
What payment methods are available?
Velantoa accepts payments through a selection of commonly used and secure payment methods, including:
- PayPal
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- Apple Pay
- Google Pay
Please note that the payment methods displayed at checkout may differ depending on your location.
What are your shipping charges?
Our standard shipping charge is typically USD $5.99 per order.
Actual shipping fees may differ based on the destination, available delivery options, or ongoing promotions. You can review the applicable shipping cost at checkout before confirming your payment.
2. Shipping & Delivery
Do you offer worldwide shipping?
Yes. Velantoa provides international shipping to numerous countries and regions.
We work with logistics and fulfillment partners to arrange delivery of our home and lifestyle products to customers across different locations.
When can I expect my order to arrive?
Once your order has been processed and dispatched, delivery generally takes approximately 10–20 business days.
These estimates may be affected by your shipping destination, customs inspections, seasonal demand, weather disruptions, or local delivery arrangements.
Where can I find my tracking information?
After your order leaves our fulfillment facility, we will send a shipping confirmation email with the tracking number.
You can enter this number on the relevant courier's tracking website or a trusted international shipment tracking platform to check your package's progress.
Why isn't my tracking status changing?
It is common for tracking updates to take 24–48 hours to appear after an order has been shipped.
For international shipments, there may also be periods without new tracking scans while the package is being transferred between logistics facilities or countries.
Why were my items delivered separately?
If you purchase several items, your order may be divided into multiple shipments depending on inventory availability and fulfillment locations.
When products are dispatched separately, you will receive individual tracking details for the corresponding packages.
3. Order Changes & Cancellations
Is it possible to update my delivery address?
If your order has not yet been dispatched, we may be able to adjust the shipping address.
Please send an email to support@velantoa.com as soon as possible using the subject line:
Urgent: Shipping Address Update
Include the following details:
- Order Number
- Email Address Used at Checkout
- Correct Shipping Address
Please understand that delivery address modifications generally cannot be accommodated after a package has been shipped.
Can I make changes to the products I ordered?
Changes to an order may be possible if fulfillment processing has not yet started.
Contact support@velantoa.com promptly and provide:
- Order Number
- Order Email Address
- Description of the Requested Changes
We will review your request, but changes cannot be guaranteed once your order is being prepared for shipment.
What should I do if I want to cancel my order?
Cancellation requests can be submitted before an order is shipped.
If your purchase has already entered the processing stage, cancellation may be restricted, and applicable handling charges may apply where permitted.
Orders that have already been dispatched are not eligible for cancellation.
4. Product Support
What if my order arrives damaged?
If any product arrives damaged, please let our customer support team know as soon as possible.
Email support@velantoa.com with the following information:
- Order Number
- Email Address Used for the Order
- Clear Photos or Videos of the Damage
- Photo of the Package Shipping Label
Our team will evaluate the information provided and help determine an appropriate resolution.
What happens if I receive a defective item?
If you discover a potential manufacturing defect in a Velantoa product, please contact our support team and include:
- Order Number
- Order Email Address
- Brief Explanation of the Defect
- Photos or Videos Clearly Showing the Issue
Once we receive the relevant details, we will assess the situation and advise you on the available next steps.
What if I receive an incorrect product or an item is missing?
If the contents of your delivery do not match your order, please notify us promptly.
To help us investigate, provide:
- Order Number
- Email Address Associated with the Purchase
- Photos of Any Incorrect Products or Details of Missing Items
We will check your order information and work to resolve the problem as efficiently as possible.
5. Account & Order Notifications
Why haven't I received an order confirmation?
Order confirmation messages are typically sent to the email address entered during checkout.
We recommend checking your Spam, Junk, or Promotions folder if the confirmation is not visible in your inbox.
If you still cannot find it, please email support@velantoa.com. Our team can help verify your order and resend the confirmation.
What if I haven't received my tracking number?
Tracking details are usually provided within 1–2 business days after your order has been processed.
If you have not received a tracking email within that period, please check your spam folder first. You can also contact our support team for assistance with your shipment status.
6. Company Information
Brand Name: Velantoa
Company Name: Joneswica INC
Customer Support Email: support@velantoa.com
Customer Service Phone: +1 262-248-0230
Business Address: 1025 Ogden St
Denver CO 80218
US