Help & FAQ

How long does delivery take?

Standard delivery takes 15–25 business days. Express delivery (10–18 days) is available for an additional €7.90.

What does shipping cost?

Free shipping on orders over €49. A flat fee of €4.90 applies below that.

Which countries do you ship to?

We ship to Germany, Austria, Bulgaria, France, Netherlands, Belgium, Poland and other EU countries.

Will I receive tracking?

Yes — once shipped you'll receive an email with your tracking number.

Where are products shipped from?

Products are shipped directly from the manufacturer/supplier — carefully packaged with tracking.

Can I return my order?

Yes — you have 30 days from receipt to return without giving a reason. We cover return shipping for defective items.

How does a return work?

Email support@veltelo.com with your order number. For defective items we send a free return label. Refund within 14 days.

What if the product arrives defective?

Send a photo to support@veltelo.com — we'll send a replacement or refund in full, no return needed.

When will I get my refund?

Refunded to the original payment method within 14 days of receiving the return.

Which payment methods are accepted?

Credit card (Visa, Mastercard, Amex), PayPal, Klarna, SEPA, Apple Pay and Google Pay — secured via Stripe (PCI-DSS Level 1).

Is my payment secure?

Yes. We store no card data. All payments go through Stripe with SSL/TLS encryption.

When is payment charged?

Payment is charged immediately at checkout. You'll receive a confirmation email right away.

Do I have to pay customs?

Products under €150 are generally customs-free in the EU. Above €150, EU import duties (5–12%) may apply.

Are customs fees included in the price?

No — any customs fees for products over €150 are collected directly by customs from the recipient.

What about VAT?

Orders under €150: VAT is handled via the EU IOSS system. Above €150 import VAT may be collected by customs.

Are US tariffs (Trump tariffs) relevant?

No — US tariffs only apply to imports into the USA, not EU orders.

How do I track my order?

After dispatch you'll receive a tracking email. Alternatively: My Account → Orders.

Can I cancel an order?

Orders can be cancelled before they are shipped. Email support@veltelo.com with your order number.

I didn't receive a confirmation email.

Check your spam folder. If not found, email support@veltelo.com.

Where do the products come from?

Directly from vetted manufacturers and suppliers worldwide, selected for quality and reliability.

Are the products safe for my pet?

All products meet EU safety standards. When in doubt, consult your vet before first use.

I have another question.

Write to us anytime at support@veltelo.com. We reply within 24 hours on business days.