Find answers to commonly asked questions about Velmoss products, orders, shipping, and more.
Orders
How do I track my order?
You will receive a tracking number via email once your order ships. You can track your package through the carrier’s website.
Can I modify or cancel my order?
You can modify or cancel your order before it ships. Contact us at HHBN688@outlook.com as soon as possible. Once an order has been processed and shipped, changes are no longer possible.
Do you offer product warranties?
Yes, all Velmoss products come with a 2-year manufacturer warranty covering defects in materials and workmanship.
Shipping
How long does shipping take?
Standard shipping takes 7-14 business days domestically and 14-28 business days internationally. Express shipping options are available at checkout.
Do you ship internationally?
Yes, we ship to most countries worldwide. All shipping costs are calculated at checkout based on your location.
Are customs duties included?
Customs duties, taxes, and import fees are the responsibility of the recipient and are not included in the shipping cost.
Returns
What is your return policy?
We offer a 30-day return policy from the date of delivery. Items must be in their original condition and packaging.
How do I start a return?
Email us at HHBN688@outlook.com with your order number and reason for return. We will send you a Return Authorization number and return instructions.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect. In those cases, we provide a prepaid return label.
Products
Are Velmoss products compatible with smart home systems?
Our products feature app control and are compatible with major smart home platforms. Check individual product specifications for compatibility details.
Do I need professional installation?
Most Velmoss products are designed for easy DIY installation. The Velmoss Valve smart water shutoff may require professional installation.
Account
Do I need an account to place an order?
You can check out as a guest, but creating an account allows you to track orders, save your information, and access order history.
How do I reset my password?
Click “Lost your password?” on the login page and follow the instructions sent to your email.