Please include your order number and the email address used during checkout when contacting us. Providing these details helps our team locate and review your purchase more efficiently.

If you are contacting us about shipping, tracking, payment, or another order-related matter, please include as much relevant information as possible so we can better understand your request.

If your item arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us promptly.

To help us review the issue, please include:

• Your order number.
• A clear description of the issue.
• Relevant photographs or videos, where appropriate.
• A photograph of the shipping label and exterior packaging.

After the issue has been reviewed and confirmed, we will provide an appropriate replacement, reshipment, refund, or return solution where applicable.

Please contact our customer-support team before shipping any merchandise back to us.

Do not automatically send returns to our registered business address. Once your return request has been reviewed and approved, customer support will provide the appropriate return address and return instructions.

We aim to respond to customer inquiries within 1–2 business days. Requests requiring further investigation with a shipping carrier, payment provider, fulfillment partner, return facility, or another relevant service provider may require additional review time.

Our customer-service team is available daily from 8:00 AM to 10:00 PM.

For the fastest assistance, please provide your order number and the email address associated with your purchase when contacting us about an existing order.

For questions about our products, baking presentation, pastry decorating tools, storage and preservation, ordering, payments, shipping, returns, or other matters, please contact our customer-support team.

We are happy to help you find the information you need and make your experience with velotorian™ as clear and straightforward as possible.