FAQ
Last updated: November 5, 2026
What does Veltriov sell?
We focus on pet tableware for everyday feeding spaces. Read the information for the individual item rather than assuming that every bowl has the same material, dimensions or care requirements.
How do I choose a suitable item?
Consider your pet’s size and feeding habits alongside the space available at home. Check the item’s measurements, material and intended use. If information you need is unclear, email us with the item name before ordering.
Can I use a dishwasher or microwave?
Use only the cleaning and heating methods stated for the specific item. Suitability should not be assumed from appearance. Ask us before using a method that is not covered by the item’s instructions.
Which currency and payment methods do you use?
Product prices are in US dollars (USD). The payment options available for your order are those shown at checkout. Review the full amount and currency before submitting payment.
Where do you deliver?
We deliver to eligible addresses in the United States. Checkout determines whether delivery is available for the address entered. Contact us if you need help checking an address before ordering.
When is standard shipping free?
Orders of USD 50 or more qualify for free standard shipping, including an order amount of exactly USD 50. Below that amount, the shipping charge is shown at checkout before payment.
When will my order leave, and when should it arrive?
We dispatch orders within 24 continuous hours after payment is confirmed. Estimated transit is 7–15 business days after dispatch. These are separate periods, and the transit estimate is not a guaranteed arrival date.
How can I check delivery progress?
Email us with your order number for help checking the shipment and any available tracking information. If an order is late, tracking has stopped updating or a parcel is marked delivered but cannot be found, contact us so we can investigate.
Can I change or cancel an order?
Contact us immediately with your order number and the change or cancellation you need. What can be changed depends on whether the order has already been dispatched. We will explain the available next steps. Your rights under applicable consumer law are not affected.
How long do I have to request a return?
Send your return request within 30 calendar days after confirmed delivery. This is the deadline to make the request, not a requirement for the parcel to reach us within those 30 days. Contact us for instructions and the correct return address before sending anything back.
Who pays return shipping?
You pay return shipping when the reason is personal preference. If the return results from our error or a product error, we cover the reasonable related return shipping costs. Tell us about the problem before arranging shipping so we can agree on the next steps.
What if an item arrives damaged, faulty or incorrect?
Email your order number and a description of the problem. Include relevant photographs if available. We will review the issue with you and explain an appropriate resolution, without limiting any statutory rights you have.
When will a return refund be issued?
For an approved return, we normally initiate the refund to the original payment method within 5–10 business days after receiving and inspecting the returned item. Your bank or payment provider may take additional time to post it. This return-processing timeline does not automatically apply to an order cancelled before dispatch.
When can I reach customer support?
Customer support: Monday–Friday, 9:00–18:00 Beijing time (UTC+8). We normally reply within 1–2 business days. These are our support hours, not a delivery or dispatch timetable.
Business and contact details
Store: Veltriov
Operator: Nanjing Xuesen Culture Technology Co., Ltd. (English translation of the company name)
Business address: Room 304, 3rd Floor, Building 1, Tongteng Entrepreneurship Park, No. 98 Suyuan Avenue, Jiangning Development Zone, Jiangning District, Nanjing, Jiangsu, China
Email: service@veltriov.com
Telephone: +86 25 58670266