FAQ
Frequently Asked Questions
Helpful answers about our baby and maternity products, ordering, delivery, returns, refunds, and customer support.
Everything Parents Need to Know
ā” Products and Store Information
Who operates velmardenā¢?
velmardenā¢ is owned and operated by Shanghai Ji Lao Cheng Network Technology Co., Ltd. The owner and legal representative is Zhou Yonghui.
What does velmardenā¢ sell?
We offer baby-care, maternity, feeding, nursing, nursery, sleep, travel, playtime, storage, and everyday family essentials.
Will every product look exactly like the photographs?
We make reasonable efforts to present products accurately. Minor differences in color, texture, packaging, measurements, or appearance may occur because of lighting, screen settings, materials, and manufacturing variations.
How should baby products be used?
Always review the product description, age guidance, warnings, assembly information, and care instructions before use. Adult supervision should be provided whenever stated or appropriate.
ā Orders and Shipping
How long does order processing take?
Orders are normally processed within 2ā4 business days after payment confirmation. Processing may require up to 5 business days during holidays, promotions, or unusually high order volume.
How long does standard U.S. delivery take?
Estimated carrier transit time for supported U.S. destinations is generally 10ā15 business days after dispatch. Delivery estimates are not guaranteed arrival dates.
How much does shipping cost?
Available shipping methods and applicable charges are displayed during checkout before payment is submitted.
Will I receive tracking information?
When tracking becomes available, it will normally be sent to the email address provided during checkout.
What if tracking stops updating?
Email service@velmarden.com with your order number so we can review the available shipment information.
Can I change or cancel my order?
Contact us as soon as possible. We will make reasonable efforts to assist before fulfillment begins, but changes cannot be guaranteed after processing or fulfillment has started.
ā Returns and Refunds
What is the return period?
Eligible products may be returned within 30 calendar days after confirmed delivery, subject to our Return and Refund Policy.
How do I request a return?
Email service@velmarden.com with your order number, the product you wish to return, the reason for return, and relevant photographs or videos.
Where should I send my return?
Do not automatically send merchandise to our registered business address. Customer support will provide the correct return destination after approval.
Who pays for return shipping?
Customers are generally responsible for preference-based return shipping. If a confirmed issue was caused by our error, we will provide an appropriate solution without additional costs caused by that error.
How long does an approved refund take?
After an approved return is received and inspected, an eligible refund is initiated within 5ā10 business days. Your financial institution may require additional time.
