Velnosa™ is owned and operated by Shanghai Bingye Information Technology Co., Ltd. | Legal Representative: Yuan Qianjin | Email: service@velnosa.com | Phone: +86 15875580245
Business Address: Units E & F, 26th Floor, Nos. 828-838 Zhangyang Road, China (Shanghai) Pilot Free Trade Zone
Frequently Asked Questions
Who operates Velnosa™?
Velnosa™ is owned and operated by Shanghai Bingye Information Technology Co., Ltd.
The legal representative of the company is Yuan Qianjin.
How can I contact Velnosa™?
Email: service@velnosa.com
Phone: +86 15875580245
Customer service requests are normally reviewed and responded to within 3 business days.
What should I include when contacting customer service?
For an existing order, include the order number whenever possible.
For a product concern, include the product name and a clear explanation of the issue.
Photographs or video may be useful where a visible product condition needs to be reviewed.
How long does transportation normally take?
Estimated transportation time is generally 3–7 business days after dispatch.
This period refers to carrier transportation after dispatch.
Does the 3–7 business day period include order preparation?
No.
Order preparation takes place before dispatch.
The 3–7 business day transportation estimate begins only after the parcel has been dispatched.
Any unusual product-specific preparation requirement should be communicated where applicable.
What factors may affect transportation?
Delivery may be affected by:
-
Destination;
-
Carrier operations;
-
Local delivery capacity;
-
Public holidays;
-
Severe weather;
-
Customs procedures where applicable;
-
Regional transportation disruption;
-
Incorrect or incomplete delivery information.
Will tracking information be provided?
Where tracking is available for the delivery service used, tracking information should become available after dispatch.
Carrier systems may take additional time to display the first scan.
What should I do if tracking stops updating?
Contact:
service@velnosa.com
+86 15875580245
Please provide the order number and available tracking information.
What if tracking says the parcel was delivered but I cannot find it?
First check:
-
The delivery location;
-
Mailbox or package area;
-
Household members;
-
Reception desk;
-
Building management;
-
Parcel lockers;
-
Carrier notices;
-
Other reasonable secure delivery locations.
If the package remains unavailable, contact customer support.
A carrier delivery event will be considered during review but will not automatically prevent a legitimate inquiry.
What is the return period?
Eligible products may be returned within 30 calendar days after delivery.
Detailed conditions are provided in our Return Policy.
How do I request a return?
Contact:
Email: service@velnosa.com
Phone: +86 15875580245
Please provide the order number, the item involved, the reason for the request, and any relevant supporting information.
Can I send an item directly to the company address?
No product should automatically be sent to the public business address.
The correct return destination may vary depending on the product and fulfillment arrangement.
Return instructions will be provided after an eligible request is reviewed.
Who is responsible for return transportation costs?
For a preference-based return involving a correctly supplied and non-defective product, return transportation costs may be the customer's responsibility.
If the item is damaged, defective, incorrect, or materially inconsistent with its description, the customer will not be required to bear additional return transportation costs solely to correct that problem.
How long does an approved refund take?
Approved refunds are generally completed within 7–10 business days after the applicable review and approval process.
What should I do if an item is damaged?
Contact service@velnosa.com or +86 15875580245 promptly.
Provide the order number and information showing the condition of the item.
What happens if I receive the wrong item?
Contact our customer support team.
Where an incorrect item has been supplied, we will review the matter and provide an appropriate resolution.
Can I change an order after submitting it?
You may contact us as soon as possible.
Whether a requested change can be completed depends on the actual order status.
Changes may no longer be technically available after fulfillment or carrier handling has progressed.
Why might a product look slightly different from a photograph?
Minor appearance differences may result from lighting, display settings, photography, manufacturing batches, packaging changes, or measurement methods.
Material differences should be reported to customer support.
How quickly are customer support requests reviewed?
Customer support requests are normally reviewed and responded to within 3 business days.
Where can I find additional information?
Please review our Privacy Policy, Return Policy, Shipping Policy, Terms of Service, and Terms of Use for more detailed rules.