Order Processing

After payment confirmation and any necessary order verification, orders are normally prepared within 2–4 business days.

During holidays, promotional events, or periods of unusually high order volume, processing may require up to 5 business days.

Business days generally exclude Saturdays, Sundays, and applicable public holidays.

Processing time and shipping transit time are separate periods.

Estimated U.S. Delivery

For standard shipping to supported United States addresses, estimated carrier transit time is generally 10–15 business days after dispatch.

Your estimated total delivery time includes both order processing and carrier transit time.

Delivery estimates are expected ranges and are not guaranteed arrival dates.

Weather, carrier disruption, holidays, customs procedures, remote destinations, or circumstances outside our reasonable control may affect delivery time.

Shipping Charges

Available shipping methods and applicable shipping charges are calculated and displayed during checkout based on your destination and available delivery services.

You will have an opportunity to review the applicable shipping cost and final order total before submitting payment.

Fulfillment & Shipping Origin

Depending on inventory availability, product location, package requirements, and delivery destination, orders may be fulfilled from our facilities or designated fulfillment partners.

The physical shipping origin shown on your parcel may therefore differ from the registered business address of Shenzhen Shuweixun Technology Co., Ltd.

Items from the same order may occasionally be shipped separately and may receive different tracking numbers.

Tracking Your Shipment

Once your order has been dispatched and tracking information becomes available, shipping details will normally be sent to the email address entered during checkout.

A carrier may require additional time after a shipping label is created before the first tracking movement appears.

The carrier used may vary depending on the product, fulfillment location, destination, and available shipping service.

Shipping Address Changes

Please review your name, shipping address, apartment or unit number, postal code, and contact details carefully before submitting your order.

If you discover an error after placing an order, contact service@velmarqis.com as soon as possible.

We will make reasonable efforts to update the address before fulfillment begins, but address changes cannot be guaranteed after processing or shipment preparation has started.

Reasonable reshipping costs may apply when an incorrect, incomplete, or undeliverable address supplied by the customer causes a parcel to be returned and shipped again.

P.O. Boxes, APO/FPO & U.S. Territories

Availability for P.O. boxes, APO/FPO addresses, and United States territories depends on the product, destination, and carriers available at the time of purchase.

If an address is supported, the applicable shipping option will normally appear during checkout.

If no shipping option appears, we may be unable to deliver to that address.

Delayed or Inactive Tracking

Temporary gaps in tracking updates may occur while a parcel moves between facilities, carriers, or shipping networks.

If tracking has not updated for an extended period or the shipment appears significantly delayed, contact us with your order number.

We will review the available information and, where appropriate, work with the carrier or fulfillment provider to investigate.

Lost Shipments

If a package appears to have been lost while in transit, contact customer support and provide your order number.

After the available tracking information and shipment circumstances have been reviewed, we will provide an appropriate replacement, refund, reshipment, or other reasonable solution where the loss is confirmed.

Delivered but Not Received

If tracking shows “Delivered” but you cannot locate the parcel, first check:

• Your mailbox or usual delivery area
• Front, side, or rear entrances
• Household members
• Building reception or mailroom
• Neighbors
• The carrier, where appropriate

A carrier's “Delivered” status does not automatically prevent us from reviewing a delivery claim.

If the package still cannot be located, contact us with your order number so the circumstances can be reviewed.

Damaged, Incomplete, or Incorrect Orders

Contact us promptly if your order arrives damaged, incomplete, incorrect, or materially different from the product description.

Velmarqis™ products include pet toys with different shapes, materials, moving parts, scratching surfaces, plush components, track systems, and decorative details. Protective packaging may therefore vary depending on the size, weight, shape, and construction of each product.

Please provide:

• Your order number
• A clear description of the issue
• Photos or videos showing the product and issue
• A photo of the exterior packaging
• A photo of the shipping label

After an issue attributable to us has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other suitable solution without requiring you to bear additional costs caused by that confirmed error.

International Delivery & Import Charges

Velmarqis™ primarily serves customers in the United States.

Where delivery to another destination is available, applicable shipping options will be displayed during checkout.

International destinations may impose customs duties, import taxes, brokerage fees, or similar charges.

Unless checkout clearly states that these costs are included, charges imposed by a government, customs authority, carrier, or broker are generally the recipient's responsibility.