FAQ

Helpful answers, clearly explained

Frequently Asked Questions

Who operates Velqzari™?

Velqzari™ is owned and operated by Shenzhen Hesenhui Trading Co., Ltd., which operates velqzari.com and is the seller of record for purchases made through this website.

What kinds of products does Velqzari™ sell?

We offer pet toys for cats and dogs, including plush toys, rope toys, chew toys, teaser wands, interactive toys, treat toys, and other play accessories.

How long does order processing take?

Orders are typically processed within 1–3 business days after payment is confirmed, excluding public holidays.

How long does delivery take?

Estimated delivery is generally 7–15 business days after dispatch. Delivery times may vary by destination, customs processing, carrier conditions, and peak periods.

How much does shipping cost?

Available shipping methods and exact costs are calculated and displayed at checkout before payment.

How do I track my order?

After dispatch, we will send a shipping confirmation email with tracking information when available. Tracking may take 2–5 business days to update after the carrier receives the parcel.

Can I cancel or change my order?

Contact service@velqzari.com within 12 hours of placing your order. We will try to assist, but changes or cancellations cannot be guaranteed once processing has started.

What is the return period?

Eligible products may be returned within 30 calendar days after delivery. Items must be unused, undamaged, and in their original condition with all original packaging and accessories.

Where should I send a return?

Please do not send returns to our business registration address. Contact us first so we can provide the correct return warehouse address and instructions.

Who pays return shipping?

Customers are responsible for tracked return shipping on preference-based returns. If an item is damaged, defective, incorrect, incomplete, or materially different from its description, we will provide an appropriate solution at no additional cost to the customer.

When will I receive my refund?

Approved refunds are issued to the original payment method within 5–10 business days after inspection and approval. Your bank may require additional posting time.

How should pet toys be used?

Pet toys should be used according to the product description and under appropriate supervision. Inspect toys regularly and discontinue use if they become significantly damaged, torn, or broken.