Customer service phone: +852 3468 6640
Business identity: Velnoriva is owned and operated by Nanjing Yuzhitujiang Technology Co., Ltd.
Business address: Room 502, Wanhao Building, No. 215 Zhongshan North Road, Gulou District, Nanjing, Jiangsu Province, China.
Customer support: service@velnoriva.com.
We prepare each Velnoriva order with care and provide the available delivery estimate before checkout. This page explains processing, delivery, address changes, customs, and what to do when a parcel needs attention.
Processing and estimated delivery
Orders are normally prepared within 1-2 business days after payment is confirmed. Estimated delivery time is shown at checkout for the destination and shipping method selected. Because transit time varies by destination, the checkout estimate is the most specific estimate available for that order.
Order processing
Orders are normally prepared for dispatch within 1-2 business days after payment is confirmed. Processing time excludes weekends and public holidays. During a product launch, promotion, or period of unusually high demand, preparation may take longer; if that happens, we will use the contact information attached to the order when an update is needed.
Delivery estimates and tracking
Shipping options, charges, and estimated arrival windows are shown at checkout based on the delivery destination and the option available for the order. The estimate is a guide rather than a guaranteed delivery date because carrier capacity, weather, customs, address accuracy, and local holidays can affect transit.
Tracking information is sent by email when the parcel is accepted or scanned by the carrier. A tracking number may take a short time to show movement after it is issued. Please check the tracking page first, then contact us if the status has not changed for seven calendar days.
Address accuracy
Customers are responsible for providing a complete and accurate delivery address, including apartment, unit, postal code, and any access instructions required by the carrier. Email service@velnoriva.com as soon as possible if an address needs correction. We will try to help before fulfilment begins, but an address change cannot be guaranteed after the parcel has entered processing.
Fulfillment origin
Orders may be fulfilled from our own or partner facilities depending on inventory availability and the delivery destination. The dispatch origin can therefore vary by order. The delivery estimate shown at checkout is based on the selected destination and shipping method.
International orders and import charges
For international orders, the recipient may be responsible for import duties, local taxes, brokerage charges, or customs fees unless checkout explicitly states otherwise. These charges are controlled by the destination country and are not included in the store's product price unless clearly shown. If customs contacts you, respond promptly so the parcel is not returned or delayed.
Delayed, damaged, or missing parcels
If a parcel arrives damaged, is marked delivered but cannot be found, or has not moved for seven calendar days, contact service@velnoriva.com with your order number, delivery address, tracking number, and photos where relevant. We will review the case with the carrier and explain the next step. If a parcel is returned because of an incomplete address or an unclaimed delivery, additional shipping may be required before a new shipment can be arranged.
Order changes and cancellations
Send cancellation or address-change requests as soon as possible. We can review a request before fulfilment begins, but cannot promise a change once an order has been packed or handed to a carrier. If the order has already shipped, the request will be handled under the Returns & Refunds policy.
Contact
For delivery questions, email service@velnoriva.com. Include the order number in the subject line so we can identify the shipment quickly. Mandatory consumer rights that apply to your order are not limited by this policy.