Q. How long does shipping take?

While we're not Amazon, we're pretty speedy. Depending on where you send your Velvey, shipping takes 2-4 days.

Q. Can I ship internationally?

We wish! But right now, to keep your costs low and our shipping time speedy, Velvey only ships within the continental US.

Q. What do I do if my order is damaged in transit or never arrives?

We hope that NEVER happens! But if the impossible does occur, please contact us directly at service@velvey.com. Let us know what happened, and we'll ship a fresh new order for you right away—hassle-free.

Q. Is your candy safe for those with nut allergies?

At Velvey, we're committed to our customers' happiness and the health and safety of those you care about. To the best of our ability, we store our candy in a nut-free environment and list any treats containing nuts or manufactured in a shared environment.

Q. What do I do if the code on my card or packing slip doesn't work?

Email us at service@velvey.com with the code that isn’t working, and a customer service agent will reply shortly.

Q. How do I get a THANK YOU message?

Getting a "thank you" isn't actually guaranteed. That's up to your recipient! (But we hope they will. You deserve it.)

Q. My Velvey included a digital gift card. How do I redeem it?

If your Velvey included a digital gift card, the screen where you read, listened to, or watched the personal message from the sender of your Velvey, would have included a notification stating that a digital gift card was included. If it did, you simply enter your email address and we’d email you the redemption instructions. If you didn’t see a notification, then a digital gift card was most likely not included. If you need any additional assistance, please don’t hesitate to contact us at service@velvey.com.

Q. I want to change the shipping address, but my order already shipped!

Once an order has shipped, we are limited in what we can do. But if it hasn’t, we’d be happy to accommodate your request and change the shipping address. Just email us at service@velvey.com.

Q. Can I pay for faster shipping?

Yes! We offer multiple expedited options at checkout.

Q. Can I schedule my order to ship on a specific date?

We can’t currently schedule your order, but hopefully, that’s an option in the future.

Q. Help! I changed my mind. Can I cancel my order?

Due to our quick shipping, the time to cancel an order is very short. We might not always be able to cancel, but we’ll try our best. Just email us at service@velvey.com.

Q. My Velvey didn’t reach its destination. What do I do?

We’re sorry to hear that your package didn’t reach its destination. When this happens, the package is routed back to our fulfillment center in Utah, which can take several weeks. If returned, our support team will contact you to discuss the details. As a rule, we will: • Refund the box upon receipt minus a 35% restocking fee for the labor, discard perishables and custom items, and then reship to the correct address for a $3-$8 fee, depending on the weight and location.

Q. When is my order considered lost?

Our policy is to wait 14 days from the last tracking update before considering a package lost in transit. This allows our shipping partners to work through any possible shipping delays due to COVID-19 precautions, inclement weather, increases in shipping volume, etc. However, once we determine the order is lost, we will happily reship it for you at no additional cost! We appreciate your patience and understanding as our shipping partners work hard to deliver your Velvey! If you have any questions regarding your order, feel free to email our Customer support team at service@velvey.com.

Q. My lost order included a gift card. What do I do now?

Email us at service@velvey.com with your order number, and a customer service agent will look into it and get back to you shortly.

Q. I’m shopping for my company/school. How do I make a bulk order with you?

Velvey is a fun, affordable solution for businesses! We have been able to accommodate bulk orders for employee recognition, client thank yous, and many other occasions. Please contact service@velvey.com with more information about your gifting needs and we’ll route your request to the appropriate person within our organization that can assist you.

Q. I’m interested in collaborating with Velvey. Who do I contact?

We would love to consider working with you. Please email service@velvey.com and we’ll route your email to the appropriate person within our organization that can respond to your inquiry.

Q. Got a question we didn’t answer?

Email us at service@velvey.com, and a customer service agent will get back to you shortly.