We're Here to Help
Need help choosing a pet product, checking an existing order, tracking a shipment, requesting a return, or resolving a payment issue? The vellnorae Customer Care team is here to help.
Questions About an Existing Order
When contacting us regarding an existing order, please include:
- Your order number
- The email address used at checkout
- A brief description of your question or concern
This helps us locate your order and respond more efficiently.
Damaged, Defective, Incomplete, or Incorrect Orders
Please inspect your order after delivery.
If an item arrives damaged, defective, incomplete, incorrect, or materially different from the product description, contact us promptly.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or videos where appropriate
After reviewing and confirming the issue, we will provide an appropriate solution, which may include replacement, reshipment, refund, or return instructions.
Before Returning an Item
Please contact us before sending any merchandise back.
Do not automatically send returns to our registered business address.
Once your return request has been reviewed and approved, our Customer Care team will provide the applicable return warehouse address and return instructions.