How do I know if my order was successfully placed?
After your order is successfully placed, our system will immediately send an order confirmation email to your email address. This email includes your order number, product details, payment amount, and shipping address. If you do not receive the email, please check your spam or junk folder, or contact our customer support team for assistance.
Can I change my shipping address or cancel my order after placing it?
- Before your order is shipped, usually within 1–2 business days after placing the order, you may contact us to change your shipping address or cancel your order.
- Once your order has been shipped, the shipping address cannot be changed and the order cannot be canceled. Please refer to the failed delivery section in our Shipping Policy.
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover, as well as PayPal. All payment transactions are securely processed using industry-standard SSL encryption technology.
Why was my payment declined?
Your payment may be declined for several reasons, including:
- Incorrect card information
- Insufficient balance or expired card
- Failed security verification by your card issuer
- Billing address does not match the address registered with your card
We recommend checking your payment information and trying again, or contacting your card issuer for more details.
Can my order be shipped in separate packages?
We usually ship all items in the same order together. If some items are temporarily out of stock, we will contact you by email to confirm whether you would like the available items shipped separately or prefer to wait until all items are ready for shipment.
What are the conditions for free shipping?
Orders with a final paid amount of $49 or more, after discounts and coupons are applied and excluding sales tax, qualify for free standard shipping within the 48 contiguous United States. Alaska, Hawaii, Puerto Rico, and APO/FPO military addresses are not eligible for free shipping.
When will my order ship, and how long will delivery take?
- Standard order processing time is 1–2 U.S. business days. Orders are not processed on weekends or federal holidays.
- Standard shipping within the 48 contiguous United States usually takes 3–7 business days.
- Expedited shipping takes 2–3 business days, and next-day shipping takes 1 business day. Orders must be placed before 2:00 PM U.S. Eastern Time on business days.
- For delivery times to special regions, please refer to our Shipping Policy.
How can I track my order?
After your order ships, we will send you a shipping notification email within 2 hours. This email will include your tracking number and tracking link. You can also log in to your Vellqua account and check the real-time shipping status on the “My Orders” page.
Which areas do you ship to?
We currently ship only to addresses within the United States, including the 48 contiguous states, Alaska, Hawaii, Puerto Rico, and APO/FPO military addresses. We do not offer international shipping at this time.
What should I do if my package shows “Delivered” but I have not received it?
Please first check your front door, mailbox, property office, or with neighbors in case the package was received on your behalf. If you still cannot locate the package, please contact us within 3 days after the tracking status shows “Delivered.” We will assist you in opening an investigation with the shipping carrier.
How long do I have to request a return?
You may request a return and refund within 30 days from the date you receive your item. Return requests made after 30 days will not be accepted.
Which items cannot be returned?
For hygiene and safety reasons, the following items cannot be returned or refunded once opened or used:
- Personal swimming items, including swim caps, silicone earplugs, nose clips, swimsuits, and swim trunks
- Personal care products, including anti-fog sprays and goggle cleaning cloths
- Opened waterproof phone pouches
- Customized or engraved products
- Items marked as “Final Sale”
Who is responsible for return shipping costs?
- If the return is due to a product quality issue, incorrect item, or missing item, we will cover the return shipping cost and provide a prepaid return label.
- If the return is due to personal reasons, such as not liking the item, ordering the wrong item, or choosing the wrong size, the customer is responsible for the return shipping cost.
How long does it take to receive a refund?
After we receive the returned item and complete the inspection, usually within 1–3 business days, we will process your refund. The refund will be issued back to your original payment method and usually takes 3–10 business days to appear, depending on your card issuer or payment platform.
What should I do if I receive a defective item?
If your item has a quality defect, arrives damaged, or does not match the product description, please contact us within 7 days of receiving the item. Please provide clear photos showing the issue. After verification, we will offer a free replacement, full refund, or exchange for an item of equal value.
What material are your swim towels made from, and what sizes are available?
Our swim towels are made from microfiber material, which is soft, absorbent, lightweight, and quick-drying. The 8-piece towel set includes multiple sizes: 27.5 in / 70 cm, 30 in / 75 cm, 35 cm / 14 in, and 55 in / 140 cm, making it suitable for different needs.
How waterproof is the waterproof phone pouch?
Our waterproof phone pouch is made with high-transparency PVC material and a sealed zipper design. It can effectively protect your phone underwater up to 30 meters. Please note that once opened, the waterproof performance cannot be verified, so opened waterproof phone pouches are not eligible for return.
Is the ruffle swim cap suitable for long hair?
Yes. Our ruffle swim cap is designed for long hair, with enough space to comfortably hold longer hair while providing good water protection and a comfortable fit.
What colors are available for the silicone earplug and nose clip set?
Our silicone swimming earplug and nose clip set is currently available in blue and clear color options.
How should I care for my swimming accessories?
- Rinse your swimming accessories with clean water after swimming to remove chlorine and salt.
- Let them air dry naturally, and avoid direct sunlight or high-temperature drying.
- Do not use bleach or strong detergents.
- Wipe goggles with a soft cloth after use to avoid scratching the lenses.
How do I create an account, and what are the benefits?
Click the “Register” button in the upper-right corner of the website, then enter your name, email address, and password to create an account. After creating an account, you can:
- Check out faster without entering your address every time
- View your order history and shipping status
- Save shipping addresses and payment methods
- Receive exclusive offers and new product updates
What should I do if I forget my password?
Click the “Forgot Password” link on the login page and enter your registered email address. We will send you a password reset link.
Is my personal information safe?
We take your privacy and security seriously. We use industry-standard encryption technology and security measures to protect your personal information. We do not sell your personal information or share it with third parties without your consent. For more details, please refer to our Privacy Policy.
How can I contact customer support?
Our customer support team will respond to all inquiries within 48 hours.
Phone: +1(971)443 9704
Email: info@vellqua.com
Office Address: 1490 Tripp St SE, Salem, Oregon 97302-1446, USA
Customer Service Hours: Monday to Friday 9:00AM-5:00PM PT
Do you have a physical store?
We currently sell only through our official website and do not have a physical retail store. This online-only model allows us to offer high-quality swimming products at more affordable prices.
How can I subscribe to your email list?
You can enter your email address in the subscription box at the bottom of our website. After subscribing, you will receive exclusive offers, new product updates, and useful swimming care tips.