FAQ

Frequently Asked Questions

Find answers to common questions about shopping with VelaOz. If you can't find what you're looking for, please contact us.

Ordering & Payment

What payment methods do you accept?
We accept all major credit cards, debit cards, and other secure payment methods through our checkout system.

Is it safe to shop on your website?
Yes! We use secure encryption technology to protect your personal and payment information.

Can I modify or cancel my order after placing it?
Please contact us immediately if you need to modify or cancel your order. Once an order has been processed and shipped, we cannot make changes, but you may be able to return it according to our Returns & Refunds policy.

Shipping & Delivery

How long will it take to receive my order?
Please allow 2-3 weeks for delivery after your order is placed. You'll receive tracking information once your order is dispatched.

Do you ship Australia-wide?
Yes! We ship to all addresses across Australia, including PO Boxes and remote areas (though delivery times may be extended for remote locations).

How can I track my order?
Once your order ships, you'll receive an email with tracking information so you can monitor your delivery.

What if my order doesn't arrive?
If your order hasn't arrived within the estimated timeframe, please contact us with your order number and we'll investigate immediately.

Returns & Refunds

Can I return an item if I change my mind?
Yes, we accept change of mind returns within 14 days of delivery for eligible items. Please see our Returns & Refunds policy for full details and exclusions.

What if I receive a faulty or damaged product?
Please contact us immediately with photos of the issue and your order number. We'll arrange a replacement or refund as quickly as possible.

How long do refunds take?
Refunds are typically processed within 5-10 business days after we receive and inspect your returned item.

Products

Are your products suitable for all pets?
Our pet care products are designed for various pet types and sizes. Please check individual product descriptions for specific details and recommendations.

Do you offer product warranties?
Product quality is important to us. If you receive a faulty item, please contact us and we'll work to resolve the issue.

Contact & Support

How can I contact customer service?
You can reach us through our Contact page. We aim to respond to all enquiries as quickly as possible.

Do you have a physical store?
We're an online-only store, which allows us to offer competitive prices and deliver across Australia.

Still Have Questions?

If you didn't find the answer you were looking for, please don't hesitate to contact us. We're here to help!