Frequently Asked Questions
Quick answers about Veqanora™ products, ordering, shipping, returns, payments, and customer support.
Suzhou Alster Technology Trading Co., Ltd.
Helpful Answers Before and After Your Purchase
We have collected answers to some of the questions customers commonly ask about Veqanora™ products, orders, delivery, payments, returns, and everyday product use. If your question is not covered below, our customer service team is available 24/7.
Products
Learn more about product selection, dimensions, materials, compatibility, and everyday use.
Orders
Find information about payments, order processing, tracking, shipping, and delivery.
Support
Review return, refund, damaged-item, and customer service information.
Product Questions
What kind of products does Veqanora™ offer?
Veqanora™ focuses on practical pet-living and home-friendly accessories designed to support everyday routines between pets and the people who care for them.
Product availability may change as our collection develops, so please review the individual product page for the most current specifications and features.
How do I know whether a product will fit my space or pet setup?
Please review the dimensions and specifications displayed on the relevant product page before ordering.
For products designed to fit around crates, furniture, storage areas, or other existing items, we recommend measuring your setup before completing the purchase.
Will the product color look exactly the same as it does online?
We aim to present product colors accurately, but appearance can vary slightly because of lighting, screen settings, photography, material texture, and normal manufacturing variation.
Where can I find product care or usage instructions?
Product-specific instructions may appear on the product page, packaging, included documentation, or other materials supplied with the item.
If you need additional help, contact service@veqanora.com .
Ordering Questions
What currency is used on Veqanora™?
Store transactions are processed in United States Dollars (USD), unless another currency is specifically displayed during checkout.
What payment methods can I use?
Available payment methods are displayed during checkout. These may include PayPal and supported credit or debit card options depending on your region and payment provider.
Can I change or cancel my order?
If you need to request an address change or cancellation, contact us as soon as possible and preferably within 12 hours after placing your order.
Once fulfillment has progressed beyond the editable stage, we may no longer be able to modify or cancel the order.
I entered the wrong shipping address. What should I do?
Contact service@veqanora.com as soon as possible and provide your order number together with the correct address.
Address changes cannot be guaranteed once the order has entered fulfillment or has been handed to the carrier.
Delivery Questions
How long does order processing take?
Standard order processing normally takes 2–4 business days.
During holidays, promotions, or other high-volume periods, processing may take up to 5 business days.
How much does shipping cost?
Veqanora™ currently applies a $5.99 flat shipping fee to orders.
How long will delivery take?
Estimated delivery after dispatch is generally:
United States: 10–15 business days
Canada / UK / Australia: 11–16 business days
Other supported destinations: 15–20 business days
These are estimated transit windows rather than guaranteed arrival dates.
How can I track my package?
Once your order has shipped, tracking information will normally be sent to the email address used for the order.
Carrier tracking may require approximately 1–3 business days after label creation before the first update appears.
Will I need to pay customs duties or import taxes?
International shipments may be sent under DDU (Delivered Duty Unpaid) terms. Import duties, taxes, or customs charges assessed by the destination country may therefore be the responsibility of the recipient.
After-Sales Questions
What is the Veqanora™ return period?
Eligible products may be requested for return within 30 days after delivery.
Return conditions apply, so please contact us before sending any item back.
How do I start a return?
Email service@veqanora.com with your order number, the product involved, and a short explanation of the return request.
Please wait for return authorization and instructions before mailing the product.
What should I do if my item arrives damaged or incorrect?
Contact our customer service team as soon as possible. Include your order number and clear photographs showing the damage, defect, missing component, or incorrect product.
Our team will review the information and provide the appropriate next steps.
How long do refunds take?
Once an approved return has been received and reviewed, refunds are normally submitted to the original payment method within up to 10 business days.
Your bank or payment provider may need additional time before the refund appears in your account.
Where should I send a return?
Do not automatically send returns to the company address shown at the top of this page.
After your return request is approved, our customer service team will provide the correct return destination and instructions for your order.
Getting in Touch
How can I contact Veqanora™?
Email: service@veqanora.com
Phone: +86 13623823985
What are your customer service hours?
Veqanora™ customer service is available 24/7 — 24 hours a day, 7 days a week.
What information should I include when contacting support?
If your question relates to an existing order, please include your order number and the email address used at checkout.
For product issues, adding clear photographs and a short description can help our team understand your request more efficiently.
Still Need Help?
If you cannot find the answer you need above, contact Veqanora™ customer service and our team will help with your product, order, shipping, return, or general inquiry.
Email: service@veqanora.com | Phone: +86 13623823985
Customer Service Hours: 24/7 — 24 hours a day, 7 days a week