Frequently asked questions

  1. How long does shipping take? When can I expect my order?

    To ensure the right service for your needs, we offer two delivery options.

    • Regular shipping: Your order can be expected within 2-4 working days.
    • Express shipping: Your order gets shipped instantly on the same day, and can be expected within 1-2 working days.

    The cost of your delivery depends on the weight of your products and your choice of shipping.

    *Exceptions may apply for particularly distant or inaccessible locations.

  2. Do you ship to my country?

    At this moment, Velroq delivers in Sweden, Finland, Germany and France. For other countries, please contact to ask for more information.

  3. I’ve completed my purchase. Can I track my order?

    Once your order is shipped, you’ll receive a confirmation email and a tracking number, so you can follow the status of your delivery. However, tracking information can take up to 24 hours to update, so don’t worry if it doesn’t show up immediately.

  4. Can I change or cancel an order?

    Since we do our best to ship orders as fast as we can, it might not be possible to change or cancel your order if your purchase is already shipped. For changes, please contact us at Please look at our return policy for instruction on how to return your purchase and get a full refund.

  5. How much does shipping cost?

    Based on your location, preferred shipping method, and weight of the products, your shipping costs will automatically be calculated at checkout once you’ve entered your full address.

  6. My product doesn’t fit my machine. Can I exchange my product for a different variant or model?

    Yes - we offer a Machine-Fit Guarantee. In the event that this happens, you can contact us ( to double-check why the product doesn’t match your machine. Please send back your initial product and you’ll get a refund once the product has reached us.

  7. What payment options do you accept?

    We currently accept all major credit cards (including MasterCard, Visa, American Express) for after-pay solutions and we are able to accept payments by invoice. Velroq will not see or use any of the payment information, all payments will be processed by our global payment provider with maximum data security. You can select your preferred payment method at checkout.

  8. Who is legally allowed to order Velroq products?

    Velroq products can only be ordered by official companies, not by individuals. Stating the name of your company will be required when ordering products. Furthermore, Velroq does not sell any products to sanctioned companies. If you do not pass our compliance check, you will have your order automatically canceled soon after you receive your order confirmation email.