Straight answers on sizing, shipping and returns.
How much does shipping cost?
Shipping is free on every US order with no minimum. We ship within the United States only.
How long does delivery take?
Orders are processed within 1 – 2 business days and delivery by USPS typically takes a further 2 – 4 business days, so most orders arrive within about a week.
Which carrier do you use?
We ship all US orders with USPS. A tracking number is emailed to you as soon as your order is dispatched.
Do you ship outside the United States?
Not at this time. Velnoba ships to addresses within the United States only.
What is your return policy?
You have 30 days from delivery to return any unused item in its original packaging for a refund of the product price. Email info@velnoba.com with your order number to start a return.
Who pays for return shipping?
You cover return shipping for a change of mind. If an item arrives defective, damaged or incorrect, we cover the return at our expense.
When will I get my refund?
Refunds are issued to your original payment method within 5 business days of us receiving and inspecting your return. Your bank may take an extra 3 – 5 business days to post the credit.
Do you offer exchanges?
Yes. If you would like a different size or color, contact us within 30 days and we will arrange an exchange subject to availability.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay through our secure Stripe checkout.
Is checkout secure?
Yes. Payments are processed by Stripe over an encrypted connection. We never see or store your full card details.
Will these fit my pergola or gazebo?
Each product page lists exact dimensions. Our shade canopies and covers are sized for standard 10 ft pergolas, and the netting fits gazebos up to 10 ft x 10 ft. Measure your frame and compare before ordering.
Are the products weatherproof?
Yes. Our fabrics are UV-stabilized and water-repellent or waterproof, the hardware is rustproof or galvanized, and the string lights are IP65 rain and dust resistant.
Are the string lights safe to leave outside?
The Lumen LED string lights are IP65 rated for outdoor use in rain and dust. We still recommend unplugging them during heavy storms.
How do the solar lanterns work?
The Aurora solar lanterns charge from daylight and switch on automatically at dusk for up to 8 hours, with no wiring or bulbs to replace.
How do I anchor my gazebo in the wind?
Use our fillable weight bags on hard surfaces or the galvanized ground anchor kit on grass and soil. Product pages list the hold and leg sizes each fits.
How do I care for the shade canopy and curtains?
Rinse fabrics with a hose and mild soap, air dry fully before folding, and retract or remove them in high winds and heavy snow to extend their life.
Can I track my order?
Yes. Use the order tracking page on our site, or the USPS tracking number in your dispatch email, and check your account under My Account > Orders.
Do you charge sales tax?
Any applicable sales tax is shown at checkout based on your shipping address, as required by your state.
How do I contact customer service?
Email info@velnoba.com or call +1 859-869-9724. We aim to answer every enquiry within 24 hours.
Where are you based?
Velnoba is based at 826 E Main St, Louisville, KY 40206, USA.
Contact
Store name: Velnoba
Address: 826 E Main St, Louisville, KY, 40206, USA
E-mail: info@velnoba.com (preferred)
Phone: +1 859-869-9724
Customer service hours (ET):
Monday to Friday: 9:00 AM – 6:00 PM
Saturday and Sunday: 10:00 AM – 4:00 PM
We aim to answer every enquiry within 24 hours.