Service Policy
velocasi provides support for home furnishings, wooden products, kitchen items, candles, and decorative accessories. This policy explains how we handle product availability, preparation, and customer assistance.
Availability
Some items are available in limited batches. If an ordered item becomes unavailable following an inventory or quality check, we will contact you within 3 business days. Options may include a refund, an agreed alternative, notification of restock, or voluntary store credit with any applicable courtesy offer. Credit is not substituted for a refund that is due without your agreement.
Prices
Prices are shown in USD and the checkout total applies to the order. If a significant pricing error affects an order, we may cancel it as permitted by law and notify you within 3 business days. Where offered, a goodwill discount for a future purchase will be communicated separately; any captured amount for a cancelled item is refunded.
Preparation
Allow 3–5 business days for order preparation, or 5–7 business days during peak seasons and promotions. Items requiring custom finishes or extra preparation will have specific information provided before fulfillment. Shipping confirmation and available tracking details are sent after dispatch.
Shipping and after-sales service
Delivery charges, transit estimates, and customs responsibilities are set out in our Shipping Policy. Returns, exchanges, eligibility, inspection, and refund timing are governed by our separate Return Policy. Those dedicated policies provide the applicable operational details rather than a separate timetable on this page.
Product content
Our brand materials, product presentations, photographs, and written content are protected by applicable intellectual-property rights held by us or the relevant owners. Commercial reuse requires appropriate permission.
Customer support
Send product questions, order issues, and policy inquiries to service@velocasi.com. We aim to respond within 2 business days; busy periods may extend response time to 4 business days. Include your order number to help us locate the relevant records.
Our online store uses SHOPLINE. Please contact velocasi directly about purchases, deliveries, product issues, and refunds. Platform and payment services do not change the identity of the seller.