Frequently asked.
The short answers below cover what most people want to know. If yours isn’t here, our team is just one note away.
Orders
How can I contact you?
To speak with a Velvet Co. representative regarding any queries, please fill out our contact form and one of our friendly customer care team will be very happy to help.
Phone & Live Chat hours
Monday – Friday, 9 AM to 7 PM (PST). Saturday & Sunday, 9 AM to 1 PM (PST).
You can also write to our California office at:
333 West San Carlos Street, Riverpark Tower, San Jose, CA 95110.
We love to hear any feedback you may have about any toy or the service you have received when shopping with us.
Phone & Live Chat hours
Monday – Friday, 9 AM to 7 PM (PST). Saturday & Sunday, 9 AM to 1 PM (PST).
You can also write to our California office at:
333 West San Carlos Street, Riverpark Tower, San Jose, CA 95110.
We love to hear any feedback you may have about any toy or the service you have received when shopping with us.
Can I change, update or cancel my order?
Once an order has been confirmed, we are unable to make changes or cancel an order. Please make sure to verify your information is correct before placing your order.
Do you limit purchases?
We sometimes may need to limit purchases if we have limited stock for a popular item. We will let you know if this is the case at checkout.
Where can I find my order number?
If you created an account with us, you can sign in and access all your order details including your order history. Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in a confirmation email. Please check your junk or spam folder if you have not received your confirmation email.
What do I do if something is wrong with my order?
We aim for every delivery to arrive complete and in tip-top shape. If you are missing an item, have received the wrong order, or your product is damaged, please contact us as soon as possible.
Shipping
How long does it take for an order to be delivered?
We aim to get your order to you fast! After confirming your order, we ship out the next business day. From there, shipping takes 4–7 business days, depending on your location. During checkout, our website shows the available delivery methods for your destination, the price, and the estimated delivery time in business days from shipping. Estimated delivery days are what our delivery partners aim for, but are not guaranteed.
When will my order ship?
Orders are sent to be picked and packed as soon as the confirmation button is pushed. All orders are shipped within 24 hours. These estimates can be affected by holidays and warehouse volume. Exceptions exist for remote areas, and delivery times vary by country. We provide estimates to help you plan, but cannot guarantee delivery times because of factors outside our control.
How much will shipping cost?
We offer free global shipping on all orders over $75 USD. For orders below $75 USD, we offer a variety of delivery options. The shipping page on our website shows our current delivery options, estimated journey times, and costs.
* For countries not listed on the shipping page, the shipping fee at checkout applies.
* For countries not listed on the shipping page, the shipping fee at checkout applies.
Do I need to set up an account to place an order?
No — for a faster option you can check out as a guest. If you would like to set up an account, you will have access to your order history and it will be easier to shop with us in the future. By creating an account, you will also be able to create a wishlist to share with friends and family, or save for a later date.
What countries do you ship to?
We ship to all countries worldwide.
Is it possible to track my order?
Absolutely. All of our shipping options come with tracking information. Once your order ships from our warehouse, you will receive a confirmation of dispatch, including a tracking link, to the email address you entered when ordering. You may also view your order’s shipping and tracking information in your account. If you do not see this email in your inbox after a couple of days, please check your junk folder.
Returns
How do I make a return?
We accept returns at any time within 30 days of receipt for any reason, provided the returned item(s) are in the same condition as delivered, with the exception of personalized items. We are unable to process exchanges.
To help us quickly process your return, please:
585 S Winchester Blvd, San Jose, CA 95128
For International purchases, return to:
112, Building B, Tianyi Zhigu, No. 213, Shajing Road, Shajing Street, Bao’an District, Shenzhen City, Guangdong Province, China
Please pay for your return label and send us your receipt; your shipping cost will be reimbursed once we receive your returned item.
To help us quickly process your return, please:
- Return all original packaging.
- Do not remove any hang tags or sewn tags. Returns without sewn tags are not eligible for a refund.
- Use the original mailing bag/box and seal securely.
- Always obtain and keep tracking information for your return in case of non-delivery.
- Merchandise items (stickers, pin badges, key-rings) must be unused and in original packaging.
585 S Winchester Blvd, San Jose, CA 95128
For International purchases, return to:
112, Building B, Tianyi Zhigu, No. 213, Shajing Road, Shajing Street, Bao’an District, Shenzhen City, Guangdong Province, China
Please pay for your return label and send us your receipt; your shipping cost will be reimbursed once we receive your returned item.
Can I cancel my order?
Once your order has been placed, we are unable to cancel or edit orders, so please ensure all details are correct at checkout. Your card payment is not charged until dispatch. Once your order has been dispatched, you will receive a confirmation email with tracking details. You may return your product after receiving it.
Can I exchange an item from my order?
We are unable to offer exchanges, but we will happily offer a refund for any returned item(s). Refunds are issued to the original payment method, so please keep this in mind when returning.
Payments & Refunds
I returned my item(s), when will I receive my refund?
Once your return reaches our warehouse and passes inspection, we’ll process your refund within 5–7 business days. Refunds are issued to the original payment method. You’ll receive an email when the refund is initiated; your bank may take a few additional days to post the refund to your account.
How can I pay for an order?
You can use Google Pay and Apple Pay in addition to American Express, Mastercard, Visa, and PayPal. We do not charge your credit or debit card until your order has been shipped.
At the time of placing your order, we authorise your card to verify funds will be available when the order ships. Your bank will place a reserve on your account for the value of your order. The reserve is removed after a number of days determined by your bank. If you would like more details about your bank’s reserve policy, please contact them directly.
At the time of placing your order, we authorise your card to verify funds will be available when the order ships. Your bank will place a reserve on your account for the value of your order. The reserve is removed after a number of days determined by your bank. If you would like more details about your bank’s reserve policy, please contact them directly.
Is it safe to use my credit card to pay for an order?
We take security very seriously. When you enter your card payment details, you are redirected to a secure payment gateway provided by our payment partner, certified to Level 1 compliance (the highest level) of the Payment Card Industry Data Security Standard (PCI DSS).
We also include checks on the registered card address and the card security digits (AVS/CV2), and we support 3D Secure verification (Verified by Visa, Mastercard SecureCode, American Express SafeKey) and Strong Customer Authentication (SCA). Transactions are protected by SSL encryption.
We also include checks on the registered card address and the card security digits (AVS/CV2), and we support 3D Secure verification (Verified by Visa, Mastercard SecureCode, American Express SafeKey) and Strong Customer Authentication (SCA). Transactions are protected by SSL encryption.
Couldn’t find your answer?
We’re here. If you couldn’t find what you were looking for, drop us a note and our team will get back to you within one working day.
Pontoon. Packed. Perfect.
They say two’s company — so a raft full of sun-soaked Sea Lions is officially a celebration. (Timmy Turtle remains skeptical, holding his floatie tight.)