FAQ
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Orders are processed within 1 to 3 business days, and standard delivery takes 5 to 10 business days after dispatch. You will receive a tracking number by email as soon as your order ships.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse can pack and ship within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to correct your package before it departs. There is no guarantee we can make it once it leaves our warehouse, but we will do everything we can.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1 to 3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally busy, processing may take up to 3 business days following the day you placed your order.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages that could arrive 1 to 2 business days apart. This simply helps us get every item to you as quickly as possible.
WHAT IF AN ITEM IS OUT OF STOCK OR BACKORDERED?
In the event that any of your items are out of stock, we will send you an email to let you know when we expect them to ship. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
HOW CAN I TRACK MY ORDER?
Simply use the Track Your Order link in the main menu and enter your tracking number to see where your package is. If you need further assistance, we are always happy to help.
WHY ISN'T MY TRACKING NUMBER WORKING?
Tracking numbers can take 1 to 2 business days to activate after your order ships. If your tracking number still is not updating after that time, please let us know so we can make sure your items were properly shipped.
THE TRACKING SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
Delivery issues become the responsibility of the carrier once the package leaves our warehouse. Please contact your local carrier with your tracking number to locate your package, and reach out to us if you still need help.
DO YOU OFFER A GUARANTEE?
Yes. We stand behind every product with a 30-day money-back guarantee. If something is missing or damaged, please contact us within 30 days of delivery so we can make it right.
WHAT DO I DO IF SOMETHING IS MISSING OR DAMAGED?
If any of your purchased items are missing or damaged, please contact us immediately so we can resolve the issue. Use the Contact Us page or email us at support@vaeloactive.com and we will take care of you.