Frequently Asked Questions
Shipping & Delivery
How much is shipping?
Shipping is free on all eligible orders — there's no added shipping charge unless otherwise stated at checkout.
How long will my order take to arrive?
Orders are processed after they're placed. Once shipped, delivery time depends on the carrier and your destination. If you have a question about a specific order, email us with your order number and we'll help.
What if my package is lost or arrives damaged?
Contact us with your order number and, if it arrived damaged, a photo of the item and packaging. We'll help you sort it out.
Returns & Refunds
What's your return policy?
Every Velora product is covered by 14-day product protection. If your product arrives damaged, or stops working due to a defect within 14 days of delivery, contact us for a refund to your original payment method.
How do I request a refund?
Email us with your order number, a description of the issue, and a photo or short video if the problem is visible. Once we confirm the product is defective or damaged within the 14-day window, we'll issue your refund.
Can I return a product I simply changed my mind about?
Our protection covers damaged or defective items. Unless required by law, we don't offer returns or refunds on products that aren't defective or damaged.
Using Your Products
How does the Wake Band's silent alarm work?
Set your wake-up time, and the band gently vibrates on your wrist at that moment — enough to wake you, quiet enough that no one beside you hears it. No loud tone, no bright screen.
Which sleeping positions does the ErgoCloud pillow suit?
Its contoured ergonomic shape is designed to support side, back, and combination sleepers by helping keep your head and neck aligned.
Are Velora products medical devices?
No. Velora products are sleep and wellness products. They aren't intended to diagnose, treat, cure, or prevent any medical condition.
Still Have a Question?
We're happy to help. Email veloraawake@gmail.com — please include your order number for order-related questions so we can assist you faster.