Frequently Asked Questions

Velsanora™ is owned and operated by Guangzhou Lansheng Trading Co., Ltd.

Velsanora™ offers pet toys. Please review individual product descriptions for materials, dimensions, play features, and care information.

Products are intended to closely match their product images, but slight differences in material texture, color tone, pattern placement, stitching, and toy details may occur. Photography, lighting, and screen settings may also affect perceived colors.

Minor variations in material texture, color tone, pattern placement, stitching, or toy details are not necessarily defects. If an item is materially different from its description or appears damaged, contact customer support for review.

The Velsanora™ collection focuses on pet toys with a variety of colors, textures, and play features. Review the individual listing to choose an option that suits your preferences.

Review the product’s materials, dimensions, intended play activities, suitability for your pet’s size and chewing habits, age guidance where provided, and care information before ordering. If you have a question about a specific item, contact customer support.

Orders are normally processed within 2–4 business days after payment confirmation. During holidays, promotions, or unusually high order volume, processing may require up to 5 business days.

Estimated carrier transit time for supported United States destinations is generally 10–15 business days after dispatch. Processing time is separate from carrier transit time.

Available shipping methods and applicable shipping charges are calculated and displayed during checkout before payment is completed.

Depending on inventory availability, product location, and destination, orders may be fulfilled from our facilities or designated fulfillment partners. The shipment origin may differ from our registered business address.

Once your order has been dispatched and tracking becomes available, shipping or tracking information will normally be sent to the email address provided during checkout.

Contact service@velsanora.com with your order number. We will review the available shipment information and contact the relevant service provider where appropriate.

Check the delivery area, mailbox, household members, building reception, neighbors, and the carrier where appropriate. If the parcel still cannot be located, contact us for further review. A “Delivered” status does not automatically prevent us from reviewing your claim.

Contact us as soon as possible. We will make reasonable efforts to cancel or update an order before fulfillment begins, but changes cannot be guaranteed after processing or fulfillment has started. No cancellation fee is charged when an order is successfully canceled before fulfillment.

Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions stated in our Return & Refund Policy.

Email service@velsanora.com with your order number, the item you wish to return, the reason for the return, and relevant photographs or videos where appropriate.

Please do not automatically send merchandise to our registered business address. After your request has been approved, customer support will provide the appropriate return warehouse address and return instructions.

Customers are generally responsible for shipping costs on preference-based returns. If a confirmed problem was caused by an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error.

After an approved return has been received and inspected, an eligible refund is initiated to the original payment method within 5–10 business days. Your payment provider may require additional time to post the credit to your account.

Contact us promptly with your order number and relevant photographs or videos. After review, we will provide an appropriate replacement, refund, reshipment, or return solution for a confirmed error attributable to us. Please report these issues within 7 calendar days after delivery as described in our Return & Refund Policy.