Contact information

Get in Touch

Have a question about your order, a product, or finding the right option
for your pet?

We're here to help.

**Email:** support@velaripet.shop

We aim to respond within **2 business days, Monday through Friday**.

Need help with an order?

Including your **order number** helps us find your purchase faster.

If an item arrived damaged, defective, or incorrect, please also include
a **clear photo or short video of the product** and, when available, a
**photo of the shipping label and packaging**.

Quick Answers

**Where is my order?**
Most orders are prepared for fulfillment within approximately 1–3
business days. Products shipped from within the United States typically
arrive 3–5 business days after dispatch; products shipped from our
overseas fulfillment partners typically arrive within 10–20 business
days. You'll receive tracking information when available.

**Can I cancel or change my order?**
Contact us as soon as possible. We will make reasonable efforts to help
if fulfillment has not begun, but changes or cancellations cannot be
guaranteed once processing starts.

**My item arrived damaged or incorrect. What should I do?**
Contact us within 14 days of delivery with your order number and photos
or video showing the issue. We'll review the claim and help determine
the appropriate resolution.

**Do you accept returns?**
We do not generally accept physical returns or provide refunds for
change of mind. Damaged, defective, incorrect, or lost orders may
qualify for a replacement or refund. Please see our Refund Policy for
complete details.

Business Information

Velari is a trade name operated by **Génesis Guzmán**, an individual
seller based in the Dominican Republic.

We currently ship to eligible addresses within the United States, and to
a limited number of additional destinations shown at checkout. All prices
are in U.S. dollars.

**Email:** support@velaripet.shop
**Mailing address:** Calle Santo Cerro, Residencial Sulenny, Santo
Domingo 10100, Dominican Republic