Frequently Asked Questions

FAQs

About Velxyra

What does Velxyra sell?

Velxyra is an online store offering lighting products, including chandeliers, pendant lights, wall lights, ceiling lights, and related lighting products.

Customers should review each product page for the applicable dimensions, specifications, included components, and other product details before placing an order.

Where does Velxyra ship?

Velxyra currently ships to customers within the United States.

International shipping is not currently available.

What currency does Velxyra use?

All product prices and transactions are processed in United States dollars (USD).

Orders and Processing

How long does order processing take?

Orders require 1–2 business days for handling before shipment.

Business days are Monday through Friday.

What is the order cut-off time?

Velxyra’s order cut-off time is:

6:00 PM (GMT-4), Monday–Friday

Orders placed before the cut-off time are eligible to begin handling that business day.

Orders placed after 6:00 PM (GMT-4), or during the weekend, will begin handling on the next business day.

The order cut-off time does not guarantee same-day shipment.

Can I cancel my order?

Orders may be cancelled before shipment.

To request a cancellation, contact info@velxyra.com as soon as possible.

Cancellation cannot be guaranteed after an order has entered shipment. If the order has already shipped, the applicable return process must be followed.

Can I change my shipping address?

Contact info@velxyra.com as soon as possible if you notice an error in your shipping address.

An address change cannot be guaranteed after the order has been shipped.

Customers are responsible for reviewing their shipping information carefully before completing checkout.

Shipping and Delivery

How much does shipping cost?

Velxyra provides free standard shipping on orders shipped within the United States.

How long does delivery take?

Velxyra’s estimated delivery timeline is:

  • Handling time: 1–2 business days
  • Transit time: 7–9 business days
  • Estimated total delivery time: 8–11 business days

Delivery periods are estimates and are calculated in business days.

How do I track my order?

After your order has shipped, Velxyra will send an email containing a tracking link.

Use the link to follow the shipment’s progress. Please check your spam or junk folder if the tracking email does not appear in your inbox.

What should I do if my order arrives damaged or incorrect?

Contact info@velxyra.com promptly if your order arrives damaged, defective, or different from the product ordered.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging, when available

Do not ship the product back before receiving approval and return instructions.

Returns and Exchanges

What is the return window?

Eligible products may be returned within 30 days of delivery.

A return request must be submitted and approved before the product is shipped back.

How do I request a return?

To request a return:

  1. Email info@velxyra.com within 30 days of delivery.
  2. Include your order number, the product involved, and the reason for the request.
  3. Wait for Velxyra to review and approve the request.
  4. After approval, download and print the prepaid return shipping label sent by email.
  5. Attach the label securely to the return package.
  6. Ship the package according to the provided instructions.

Do not send a product back before receiving return approval and instructions.

Do I have to pay for return shipping?

No. Velxyra provides a prepaid downloadable return shipping label for approved returns and exchanges.

There is no charge to the customer for an approved return label. Velxyra covers the approved return shipping cost.

Is the operating address also the return address?

No.

Velxyra’s operating address is not the return address. Customers should not mail returns to the operating address.

The correct return destination will appear on the prepaid return shipping label issued after the return request is approved.

Do you accept exchanges?

Yes. Exchanges are available for eligible products.

Contact info@velxyra.com to request an exchange. The request must be reviewed and approved before the product is shipped.

Velxyra provides a prepaid return shipping label for an approved exchange.

Do you charge a restocking fee?

No. Velxyra charges no restocking fee for approved returns or exchanges.

Refunds

How long does the inspection process take?

After a returned product is received, Velxyra will inspect it within 1–3 business days.

How long does a refund take?

After the returned product has been inspected and approved, the refund will be processed within 10 business days.

The time required for the refunded amount to appear in your account may also depend on your bank, card issuer, digital wallet, or payment provider.

How will I receive my refund?

Approved refunds are issued to the original payment method used for the purchase.

Refunds are processed in USD.

Payments

Which payment methods do you accept?

Velxyra accepts:

  • Shop Pay
  • Apple Pay
  • Google Pay
  • PayPal Wallet
  • Visa
  • Mastercard
  • American Express
  • Diners Club
  • Discover

Only payment methods displayed and available during checkout may be used.

What should I do if my payment is declined?

Confirm that your billing information is accurate and that your selected payment method has sufficient funds or credit available.

You may also try another accepted payment method or contact your card issuer or payment provider for assistance.

Velxyra does not control payment-provider approval decisions.

Products and Installation

Where can I find product measurements and specifications?

Available product measurements, specifications, finishes, included components, and other details are shown on the applicable product page.

Review this information carefully before ordering to determine whether the lighting product is appropriate for your intended space.

Does Velxyra install lighting products?

Installation services are not included with purchases unless explicitly stated on the product page.

Customers should follow the instructions supplied with the product and use a qualified professional when professional installation is required.

Customer Support

How can I contact Velxyra?

You may contact Velxyra by email:

info@velxyra.com

What are your customer support hours?

Customer support hours are:

Monday–Friday, 8:00 AM–7:00 PM (GMT-4)

How quickly will Velxyra respond?

Velxyra aims to respond to customer inquiries within 48 business hours.

Business hours are calculated from Monday through Friday.

What is Velxyra’s operating address?

Velxyra
7999 Wildflower Ln
Westerville, OH 43081
United States

This is Velxyra’s operating address and is not the return address. Approved returns must be sent only to the destination shown on the prepaid return shipping label.