Frequently Asked Questions
Got questions about your order or our policies? We’ve put together answers to the most common inquiries below to make your shopping experience seamless.
Q: When can I expect my delivery? A: Every order goes through two phases:
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Processing: 1–2 business days
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In-Transit: 6–8 business days
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Total Expected Delivery Time: 7–10 business days
For complete shipping details, please check out our Shipping Policy .
Q: Is shipping free? A: Yes! We provide free standard shipping on every single order delivered within the United States. Read our full Shipping Policy for more details.
Q: Where are you based? A: Vaelo Home is a US-based online business operating out of Massachusetts. We specialize in bringing high-quality products directly to customers within the United States.
Q: What happens if my item arrives damaged or broken? A: If your order arrives defective, we will send a replacement free of charge. Just reach out to our team within 30 days of delivery so we can set things right. See our full guidelines in the Refund Policy .
Q: Is it possible to cancel an order once placed? A: We accept cancellation requests within 24 hours of purchase. If you need to stop an order, please email our support staff immediately before it enters fulfillment.
Q: How do returns work? A: We keep our return process quick and straightforward. You can view step-by-step instructions in our Refund Policy .
Q: How long does it take to get my money back after a return? A: After we receive and verify your returned package, your refund is issued back to your original payment method within 7 business days. Learn more in our Refund Policy .
Q: Do you stand by your products with a warranty? A: Absolutely. Every product we sell includes a 30-day warranty coverage. Review our Refund Policy for complete terms.
Q: How do I reach customer service? A: You can get in touch with us by filling out our Contact Us Page form or sending an email directly to info@vaelohome.com.
Q: Do you offer international shipping? A: No, we currently focus exclusively on fulfilling orders within the United States.
Q: Can I visit a physical showroom or retail store? A: We operate purely as an online retail storefront. Running direct-to-consumer online allows us to keep overhead low and pass those savings on to you.
Q: Do you support wholesale or large quantity orders? A: Yes, we accept bulk orders for organizations and businesses. Contact our support team directly to request custom pricing.
Q: How do I swap an item for a different size or style? A: To request an exchange, please review the steps outlined in our Refund Policy .
Q: Where can I track my package? A: As soon as your package is scanned by the carrier, we will email you a tracking number. You can enter that code anytime on our [Order Tracking Link] page.
Contact Information
Store Name: Vaelo Home
Address: 72 Dartmouth St, Springfield, MA 01109
Email: info@vaelohome.com
Phone: +1 (413) 600-1641
Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM (EST)
Response Time:
We aim to reply within 1–2 business days.