FAQs
HOW MAY WE HELP?
How do I make sure I buy the correct size?
The key size for clothing is the chest. Choosing the size based on the chest measurement is usually accurate. To be on the safe side, please check the size chart on the product page to determine your chest size before placing an order. If you get the wrong size, don't worry—we can exchange it for you. If you're still unsure about the size, we recommend choosing a larger size.
Where are your products produced?
Our design team is based in California, USA, where our products are designed. The production takes place in factories in Hong Kong and Vietnam. Our quality inspection and distribution are also carried out in the US.
What payment methods do you support?
We support Credit/Debit Cards and PayPal. Most of our customers use their cards or PayPal for payment.
Why was my payment declined?
Possible reasons for payment decline include:
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Incorrect card details—check the expiration date, billing address, and security code (Security code on the back of your Visa/MasterCard).
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Your card issuer bank declined the payment.
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Insufficient balance on your card.
If possible, we recommend trying other supported payment methods.
How to check my order status?
Normally, it will take 5-7 working days to process your order. Once shipped, we will email you the tracking number so you can track your order here.
Can I receive my order before a certain time?
Please note that processing an order takes 5-7 days before shipment. For high-demand items, it may take longer to prepare. Although we strive for quick delivery, an exact delivery date is not guaranteed—only an approximation. Due to the impact of COVID-19, there may be shipping delays.
How can I get a refund for my order?
To cancel your order, please submit a request to our customer service via support@veltoe.com. For cancellations made after 24 hours of purchase, but before shipment, we offer a partial refund after a 15% cancellation fee. We do not accept cancellations for orders that have already been shipped.
What if I receive the wrong order?
We apologize for any inconvenience caused. Please contact our customer service with a photo of the wrong item received to resolve the issue.
Can I exchange for a different size?
Yes, exchanges are accepted within 7 days of receiving the item if it's in new condition. Please contact customer service for details. Note: Order ID is required, and items that have been used or are damaged cannot be exchanged.
Why is there no tracking update?
Once the order leaves our warehouse, it takes time for it to reach your country. Tracking may not update during transit to the shipping company's facility. Updates will appear once the package reaches the local facility. Due to COVID-19, shipping delays may occur.
Why doesn’t my coupon code work?
Please check the expiration date and ensure the coupon applies to the correct items. Coupons may not work on already discounted, sale, or final sale items. Coupon codes can only be used once.
What’s the material of your clothing?
The specific material of each product is listed on its product details page. If you're unsure, please feel free to contact us.
There is a missing item from my order.
If you believe an item is missing, please email us with your order number and the missing item at support@veltoe.com.
My package has been lost or stolen.
If your package is lost or stolen, or if it was marked as delivered but you haven’t received it, contact us within 10 days to file a claim. We will assist with the claims process with the carrier. Claims may take up to 30 days, depending on the shipping carrier. VELTOE is not responsible for packages marked as delivered by the carrier. No refunds or credits will be issued for packages confirmed as delivered.
Can I cancel my order or make any changes after placing the order?
Before shipment, you can contact us to make changes. Once shipped, we cannot accept cancellations or changes. Please contact us as soon as possible with any concerns, and we will try our best to assist you.