Welcome to the Velosolee FAQ. Here you can find answers to common questions about ordering, payment, shipping, tracking, returns, and customer support.
Orders
How can I track my order?
Once your order has been shipped, we will send a shipping confirmation email containing your tracking information.
Visit our Order Tracking page and enter the tracking number provided in your shipping confirmation email to view the latest available delivery updates.
Please allow 1–3 business days after shipment for tracking information to become available or update in the carrier's system.
Will I receive an order confirmation?
Yes. After your order is successfully placed, an order confirmation will be sent to the email address provided at checkout.
If you do not see the confirmation email, please check your spam or junk folder. If you still cannot find it, contact us at support@velosolee.com.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at support@velosolee.com.
We will do our best to accommodate your request. However, once an order has entered processing, production, or shipping, we may no longer be able to modify or cancel it.
Please review our Return & Refund Policy for additional information regarding order changes and cancellations.
I entered the wrong shipping address. What should I do?
Please contact us immediately with your order number and the correct shipping address.
If your order has not yet been processed or shipped, we will do our best to update the address. Once an order has been shipped, we cannot guarantee that the delivery address can be changed.
Products & Sizing
How do I choose the correct size?
Please review the size chart and product information provided on the relevant product page before placing your order.
Because sizing can vary between products and styles, we recommend using the measurements shown on the product page rather than relying solely on the size you normally wear.
Will the product look exactly like the images?
We make reasonable efforts to display our products as accurately as possible. However, actual colors may vary slightly depending on your device, screen settings, lighting, and production variations.
Minor differences in positioning, sizing, or appearance may also occur where applicable.
Payment
What payment methods do you accept?
Available payment methods will be displayed during checkout. Payment must be successfully authorized before an order can be processed.
Is my payment information secure?
Payments are processed through the secure payment methods available on our checkout page. Velosolee does not require customers to send sensitive payment information, such as full card details, by email.
Why was my payment declined?
Payments may be declined for several reasons, including incorrect billing information, insufficient funds, card restrictions, or security checks performed by your bank or payment provider.
If your payment is declined, please verify your information or contact your card issuer or payment provider for assistance.
Processing & Shipping
How long does it take to process my order?
Orders require processing before shipment. Processing time may vary depending on the product and order volume.
Please refer to our Shipping Policy for the current processing and estimated delivery timeframes.
How will I know when my order has shipped?
Once your order has been shipped, we will send a shipping confirmation to the email address provided during checkout.
When available, the email will include tracking information so you can follow the progress of your shipment.
How can I track my order?
Visit our Order Tracking page and enter your Order Number and the Email Address used when placing your order.
Please allow some time after shipment for tracking information to become available in the carrier's system.
Why hasn't my tracking information updated?
Tracking information does not always update at every stage of transit. In some cases, it may take 1–3 business days after shipment for the first tracking information to appear.
There may also be periods during transit when the package is moving between facilities without receiving a new scan.
My tracking says delivered, but I haven't received my package. What should I do?
First, please check your mailbox, porch, garage, other safe delivery areas, and with household members or neighbors who may have accepted the package.
You may also contact the shipping carrier using your tracking number for additional delivery information.
If you are still unable to locate your package, contact us at support@velosolee.com with your order number.
Will all items in my order arrive together?
Depending on the products ordered and fulfillment arrangements, items from the same order may occasionally be shipped separately.
If your order is divided into multiple shipments, additional tracking information may be provided when available.
Returns, Refunds & Order Issues
What should I do if I receive a damaged, defective, or incorrect item?
Please contact us at support@velosolee.com as soon as possible.
Include your order number, a description of the issue, and clear photos showing the item you received and the problem.
Our customer support team will review the information and provide an appropriate resolution in accordance with our Return & Refund Policy.
Can I return an item?
Return eligibility depends on the circumstances and the conditions stated in our Return & Refund Policy.
Please review that policy before requesting a return. If you believe your order qualifies, contact support@velosolee.com with your order information.
How are approved refunds issued?
Approved refunds are generally returned to the original payment method used for the purchase.
After a refund has been issued, the time required for it to appear in your account may depend on your bank, card issuer, or payment provider.
Customer Support
How can I contact Velosolee?
For questions about products, orders, shipping, tracking, returns, refunds, or other customer service matters, please contact:
Email: support@velosolee.com
How long does it take to receive a response?
We aim to respond to customer inquiries within 1–2 business days.
Response times may be slightly longer during weekends, holidays, or periods of unusually high demand.
What information should I provide when contacting you?
For order-related inquiries, please provide:
- Your full name
- Order number
- Email address used to place the order
- A brief description of your question or issue
- Photos, if you are reporting a damaged, defective, or incorrect product
Providing complete information helps us review your request more efficiently.
Still Need Help?
If you cannot find the answer you're looking for, please contact us at:
Our customer support team will be happy to assist you.
Thank you for choosing Velosolee.