FAQ

Veltoib™ is owned and operated by Hangzhou Xiqi Technology Co., Ltd. | Legal Representative: Guo Yu | Email: service@veltoib.com | Phone: +86 13713329552
Business Address: Room 1633-3, Zhongyue Chuangzhi Building, No. 1058 Kejiguan Street, Changhe Subdistrict, Binjiang District, Hangzhou City, Zhejiang Province

Frequently Asked Questions

Who is responsible for Veltoib™?

Veltoib™ is owned and operated by Hangzhou Xiqi Technology Co., Ltd.

The company's legal representative is Guo Yu.

How can I contact the store?

Email: service@veltoib.com
Phone: +86 13713329552

Customer support requests are normally reviewed and responded to within 3 business days.

What should I provide when asking for assistance?

For an existing order, provide the applicable order number whenever possible.

If your inquiry concerns product condition, clearly identify the product and explain the issue.

Photographs or video may be requested where reasonably useful.

What is the normal transportation period?

Estimated carrier transportation generally takes 3–7 business days.

This estimate concerns transportation after dispatch and does not establish a separate universal preparation period before dispatch.

Is the transportation timeframe guaranteed?

No.

The stated transportation period is an estimate.

Actual carrier transit may be affected by destination, carrier capacity, public holidays, severe weather, customs procedures where applicable, regional disruption, address issues, or other circumstances outside reasonable operational control.

When should tracking become available?

Where tracking is available for the transportation method used, tracking information should become available after dispatch.

Some carrier systems require additional time before the first event appears.

What should I do if tracking has not changed?

Contact:

service@veltoib.com
+86 13713329552

Include the order number and available tracking information.

What happens if tracking shows delivery but I cannot locate the parcel?

First check:

• The stated delivery location;

• Mailbox or package area;

• Household members;

• Reception area;

• Building management;

• Parcel lockers;

• Carrier notices;

• Other reasonable secure delivery locations.

If the shipment remains unavailable, contact customer support.

A carrier delivery event may be considered during the review but will not automatically prevent a legitimate inquiry.

What is the return window?

Eligible products may be returned within 30 calendar days after delivery.

The detailed conditions are explained in our Return Policy.

How do I start a return?

Contact:

Email: service@veltoib.com
Phone: +86 13713329552

Provide the relevant order number, product, reason for the request, and supporting information where appropriate.

Should I send an item directly to the company address?

No.

The publicly displayed company address identifies the business responsible for Veltoib™ but is not automatically the designated return facility for every product.

Please obtain return instructions first.

What happens when I simply change my mind?

An eligible preference-based return may be requested within the 30-calendar-day return period.

For a correctly supplied and non-defective product, return transportation costs may be the customer's responsibility.

What if the product is damaged, defective, or incorrect?

Contact customer support promptly.

Where the concern is confirmed, an appropriate corrective solution will be provided.

Customers will not be required to bear additional return transportation costs solely because a damaged, defective, or incorrect item was supplied.

How long does an approved refund take?

Approved refunds are generally completed within 7–10 business days after the applicable review and approval process.

Can I request an order change?

Yes, you may submit a request as soon as possible.

Whether it can be completed depends on the current preparation and dispatch status.

Why might a product look slightly different from its photographs?

Minor differences may result from:

• Photography;

• Lighting;

• Screen settings;

• Packaging revisions;

• Manufacturing batches;

• Manual measurements.

A material discrepancy should be reported to customer support.

How quickly are customer service requests handled?

Customer support requests are normally reviewed and responded to within 3 business days.

Where can I find detailed delivery information?

Please review the Shipping Policy.

Where can I find the complete return rules?

Please review the Return Policy.

Where can I read about personal information?

Please review the Privacy Policy.

Which pages govern use of the website?

Please review the Terms of Service and Terms of Use.