FAQ
1. What is the order process?
Once you place an order, we process it within 2-3 business days, excluding weekends and holidays. You'll receive an email confirmation with all the details. If you have any questions, contact us at info@velosan.com.au.
2. How long will it take for my order to ship?
Typically, your order will arrive within 7-15 business days, depending on your location and chosen shipping method.
3. Where do you deliver?
We currently ship within the Australia only. Unfortunately, we do not ship to P.O. boxes.
4. Do you offer free shipping?
At this time, we do not offer free shipping. Shipping costs are calculated based on the delivery destination, the size and weight of the items, and the shipping method chosen. We strive to keep our shipping rates as competitive as possible while ensuring your items are delivered safely and promptly. Thank you for your understanding.
5. What should I do if my order is damaged upon arrival?
If your order arrives damaged, please contact us immediately via the chat button below or email us at info@velosan.com.au. We will promptly resolve the issue for you.
6. Do you accept returns?
Absolutely! If you're not satisfied with your purchase, returns are accepted within 30 days for unused items in their original packaging. Please note that full refunds are only available for purchases made on our official website, https://velosan.com.
7. When will my refund be processed?
Approved refunds are credited to your original payment method within 3-5 business days. Additional processing time by your financial institution may apply.
8. Do I have to pay for return shipping?
No, we provide a prepaid return label, so you do not need to pay for return shipping.
9. Do you have a warranty policy?
We offer a 1-year warranty on most products, covering any issues that arise within a year from the date of purchase.
10. What happens if I enter the wrong address?
Please ensure your address is correct before submitting your order. We are not responsible for non-delivery due to incorrect addresses. If an order is returned to us due to an incorrect address, we will issue a refund for the original order.
