FAQ
What is Veilloire?
Veilloire is a pet care store created for owners who truly care about their pets’ comfort, happiness, and everyday well-being. We offer simple products that make rest, walks, bath time, and daily care easier.
What kinds of products do you sell?
We offer practical pet essentials for home and travel, including cooling mats, portable water bottles and other products designed to make everyday pet care more comfortable.
Are your products suitable for both dogs and cats?
Many Veilloire products can be used by both dogs and cats. Please check the product description, size guide, and use instructions before ordering.
How do I choose the right size?
Always check the size guide on the product page and measure your pet before ordering. For mats and beds, choose a size that gives your pet enough room to lie down and stretch out comfortably.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order. We will try to make the change before processing begins, but once an order has been packed or shipped, it may no longer be possible to modify or cancel it.
When will my order be processed?
Orders are usually processed within 1-3 business days. Processing may take slightly longer during weekends, holidays, or busy sales periods.
Where do you ship?
We currently ship to the United States
How long does delivery take?
Most orders arrive within 7-14 business days after processing. Delivery times may vary depending on your location, customs, local carriers, and seasonal demand.
Will I receive tracking?
Yes. Once your order ships, we will email you a tracking link. Tracking information may take up to 48 hours to update after dispatch.
What should I do if my tracking has not updated?
Tracking can pause while a parcel moves between shipping partners or passes through customs. Please allow up to 48 hours for new updates. Contact us if there has been no movement for an extended period.
What if my order does not arrive?
If your parcel has not arrived within 20 days, contact us at info@veilloire.com with your order number. We will check the shipment and help resolve the issue.
What if my product arrives damaged or incorrect?
Email us at info@veilloire.com with your order number, a short description of the issue, and clear photos of the item and packaging. We will review the case and arrange the appropriate replacement or refund.
What is your return policy?
Returns are accepted according to our Return and Refund Policy. Contact us before sending anything back so we can provide the correct instructions and return address.
What if my pet does not use the product?
Some pets need time to explore a new product. Place it where your pet already rests, drinks, or spends time and allow them to approach it naturally. Product-specific guarantee terms are shown on the relevant product page.
How should I clean Veilloire products?
Cleaning instructions vary by product. Always follow the care instructions shown on the product page or included with the item. Do not machine wash, tumble dry, or use harsh chemicals unless the instructions clearly allow it.
How can I contact customer support?
Email us at info@veilloire.com. We usually respond within 24-48 business hours, Monday through Friday.