Company Contact Record — VELMIVRA™ is operated by Quanzhou Zhiyu Zhufang Trading Co., Ltd.; Registered Address: Room 301-3, No. 152, South Ring Road, Licheng District, Quanzhou City, Fujian Province.
Accountable Contact — Legal Representative: Yu Jiading; Customer Email: service@velmivra.com.
Telephone: 13642538864
Customer-service hours: Monday through Friday, 9:00 a.m. to 6:00 p.m., China Standard Time (UTC+8), excluding public holidays.
Normal review standard: A complete customer-care request is normally reviewed within three business days.
The Best Way to Reach Us
Email is the primary service channel because it allows both the customer and our team to retain a clear written record of the request, supporting photographs, carrier updates, and the resolution provided. Telephone availability is offered during the service hours above for general assistance. When a matter concerns an existing order, we may ask that supporting details also be sent by email.
The registered company address is published for business transparency. It is not an automatic walk-in service location and must not be used as a return destination unless our team has expressly provided that instruction for the specific request.
Information That Helps Us Respond
For an existing order, include:
- the order reference;
- the email address used for the order;
- the product name and selected option;
- a concise description of the question or problem;
- clear photographs of the item, packaging, and shipping label when damage, a missing item, or an incorrect item is reported; and
- the preferred outcome you would like us to review.
Please do not send account passwords, full identity documents, complete financial credentials, or unrelated private records. If additional verification is reasonably required, we will explain what limited information is needed and why.
Questions We Can Review
Product information
Ask us about a listed specification, option, dimension, material description, intended use, care note, or compatibility detail. We will use the product record available to the store and will not knowingly invent an answer when information has not been confirmed.
Order status and address corrections
If an address appears incomplete or incorrect, contact us promptly. A correction may be possible before dispatch, but changes cannot be guaranteed once the carrier has accepted the parcel. We will never ask a customer to use an unofficial channel to update an order.
Delivery concerns
Normal transportation is estimated at 5–7 days after dispatch. If tracking has not changed for an unusual period, send the order reference and tracking details. We may need to request a carrier trace before a final resolution can be proposed.
Returns and refunds
An eligible return request must be opened within 60 calendar days after confirmed delivery. Do not send an item before receiving return instructions. Once a refund is approved and issued by the store, the usual appearance time is 7–10 business days through the original order method.
Privacy requests
Use the subject line “Privacy Request” for an access, correction, deletion, restriction, objection, or consent-related inquiry. State the request clearly and identify the country or region associated with it. We may take proportionate steps to verify that the requester is entitled to act on the relevant information.
Communication Standards
We aim to be respectful, clear, and solution-oriented. Threatening, abusive, discriminatory, fraudulent, or repeatedly duplicative messages may be limited where necessary to protect staff and maintain service for other customers. This does not prevent a customer from raising a legitimate complaint or exercising a legal right.
When a question requires carrier research, technical review, or additional customer information, the first response may confirm that the case is open rather than provide an immediate final result. The three-business-day standard concerns initial review of a complete request, not a guaranteed final resolution in every circumstance.
Accessibility of Support
If a disability or access need makes a normal communication method difficult, explain the preferred reasonable format in your email. We will make a practical effort to communicate in an accessible way.