FAQ

Frequently Asked Questions (FAQ)

Welcome to the Veluna FAQ page. This section provides clear and helpful information about orders, shipping, returns, and general policies. If you need additional details, our support team can assist through the contact options listed below.

Question #1: How long will it take to receive an order?

Answer:
The estimated timeframes are:

  • Handling time: 1–2 business days

  • Transit time: 6–8 business days

  • Estimated delivery window: 7-10 business days
    Additional information is available in the Shipping Policy.

Question #2: Is free shipping available?

Answer:
Free standard shipping is provided for all orders within Canada. Details can be found in the Shipping Policy.

Question #3: Where is Veluna located?

Answer:
Veluna operates from Canada and ships exclusively within Canada.

Question #4: What should I do if an item arrives defective?

Answer:
If an item arrives damaged or defective, Veluna arranges a replacement at no cost. Issues should be reported within 30 days. More details are provided in the Return Policy.

Question #5: Can an order be canceled after it is placed?

Answer:
A 24-hour cancellation period is available. Requests must be submitted within 24 hours of placing the order.

Question #6: What is Veluna’s return policy?

Answer:
Veluna offers a 30-day return period. Eligibility and procedures are outlined in the Return Policy.

Question #7: When are refunds issued after a return?

Answer:
Refunds are processed once the returned item is received and reviewed. Processing typically occurs within 7 business days depending on the payment provider. Refer to the Refund Policy for more information.

Question #8: Does Veluna offer warranties or guarantees?

Answer:
A 30-day product warranty applies to all purchases. Additional information is available in the Return Policy.

Question #9: How can customer support be contacted?

Answer:
Support inquiries may be submitted through the Contact page or by emailing info@glowveluna.com.

Question #10: Do you ship internationally?

Answer:
No. Shipping is currently limited to Canada.

Question #11: Is there a physical retail location?

Answer:
No. Veluna operates exclusively online.

Question #12: Can bulk or organizational orders be placed?

Answer:
Yes. Bulk order inquiries may be submitted to customer support for review.

Question #13: What is the process for exchanges?

Answer:
Exchanges follow the same general procedure as returns. Instructions can be found in the Return Policy or by contacting support.

Question #14: How do I track an order?

Answer:
A tracking number is provided by email once the order has shipped. Tracking can also be viewed through the Track Order page on the website.

Contact Information

Store Name: Veluna
Address: 121 Duncan Road, Richmond Hill, Ontario, L4C 6J4, Canada
Email: info@glowveluna.com
Phone: (647) 930-6518

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (EST)

We do our best to reply to your e-mail within 1–2 business days.