Effective date: September 8, 2026
1. Our order cutoff
VELPORA accepts order cancellation and change requests on business days before the daily order cutoff of 5:00 PM Central Time (CT), Monday through Friday. Saturday, Sunday, and U.S. federal holidays are not business days.
Orders placed before 5:00 PM CT are generally entered into processing on the same business day. Orders placed at or after 5:00 PM CT are treated as received on the next business day.
2. Cancelling an order
If you need to cancel an order, contact us as soon as possible at support@velporapets.com and include your order number, the email address used at checkout, and the reason for the cancellation.
We will make a reasonable effort to stop an order before it enters fulfillment. A cancellation request is not guaranteed until VELPORA confirms the cancellation in writing.
If the order has not entered fulfillment, an approved cancellation will receive a full refund to the original payment method. Refunds are issued within 7 business days after cancellation approval.
3. Orders already in fulfillment or transit
Once an order has entered fulfillment or has been shipped, it may no longer be possible to cancel or change it. In that situation, you may use the Return & Refund Policy after delivery, provided the order meets the applicable return requirements.
4. Changing an order
Before fulfillment, we may be able to update a shipping address, remove an item, or make another limited change. Product substitutions are not guaranteed. If a requested change affects the order total, we will explain the adjustment before processing it when practical.
Customers are responsible for providing an accurate shipping address at checkout. If an order is shipped to an address entered incorrectly by the customer, additional shipping costs may apply to a reshipment.
5. Duplicate or accidental orders
If you accidentally place duplicate orders, contact us immediately. We will attempt to stop duplicate orders before fulfillment. If one or more orders have already entered fulfillment, the normal return policy may apply.