FREQUENTLY ASKED QUESTIONS

1. What products do you sell?

Velfron INC is an online retailer serving the U.S. market, primarily selling shoes, hats, and related fashion products.

2. Where do you ship to?

We currently ship only within the United States and do not offer international shipping outside the U.S.

3. Which shipping carriers do you use?

Depending on the delivery address and specific circumstances, we may use USPS, UPS, FedEx, OnTrac, or other suitable domestic carriers.

4. How long will it take to receive my order?

Orders typically take 1–3 business days to process.

Standard shipping time after dispatch is usually 3–7 business days.

Therefore, the total time from placing an order to receiving the item is generally about 4–10 business days. Actual delivery times may vary based on the shipping address, weather conditions, holidays, and carrier operations.

5. How can I track my order?

Once your order has shipped, we will usually send you tracking information via email.

You can use the tracking number provided in the email to check the status of your shipment.

6. Can I change my shipping address?

If your order has not yet shipped, please contact us as soon as possible, and we will do our best to assist you with the change.

If the order has already been handed over to the carrier, we may be unable to change the shipping address.

7. Can I return an item or request a refund?

Yes.

We offer a 30-day refund policy. You may contact us to request a return and refund within 30 days of receiving your item.

Returned items generally need to be in good condition and comply with our Refund & Returns Policy.

8. What if there is a quality issue with the product?

If you receive an item with a quality issue, please contact us as soon as possible and provide your order number along with photos of the item.

We will review the situation and offer a refund, exchange, or other appropriate solution based on the specific circumstances.

9. Can I get a refund for wear and tear from normal use?

Issues resulting from normal wear and tear, misuse, accidental damage, or improper care are generally not considered product quality defects and therefore may not be eligible for a refund.

10. Where will the refund be issued? For eligible orders, we typically issue refunds using the original payment method.

The time it takes for the refund to appear in your account depends on your bank, credit card company, or third-party payment service provider.

11. Is payment secure?

Yes.

All online transactions are processed through secure, PCI-DSS compliant third-party payment gateways.

We do not store full credit card numbers or CVV security codes on our own servers.

12. Is my personal information secure?

We value customer privacy and implement reasonable technical and organizational measures to protect your personal information.

We share necessary data with relevant service providers only to facilitate orders, payments, shipping, and other essential services, and we never sell your personal information.

13. Can I delete my personal information?

Depending on the privacy laws applicable in your state, you may have the right to request access to, correction of, or deletion of your personal information.

Please contact us to exercise these rights.

14. How can I contact customer service?

You can contact us via the following methods:

Email:
support@velfron.shop
benjamin@velfron.shop

Phone:
(442) 369-8750

Our customer service team is ready to assist you with orders, shipping, refunds, and other related inquiries.