Refund policy
REFUND POLICY
We want you to be completely happy with your order. This policy covers all products sold on veltrobay.com, including our personalized blankets and pillows.
HOW YOUR ORDER WORKS
We do not hold stock ourselves. When you place an order, we purchase your item from our verified production partner in the United States, who prints it and ships it directly to your address.
1. You place your order and type the name
2. We purchase it from our verified partner
3. They print it and ship it to your door
4. Full tracking is emailed to you
Processing takes 1–3 business days. Delivery within the USA takes 3–7 business days. Most orders arrive within 4–10 business days.
PERSONALIZED ITEMS
Each item is printed to order with the name you type. Because it is made for you specifically, it cannot be returned or exchanged once printing has begun.
Please check the spelling of the name carefully before you order. We print exactly what you type.
This does not affect your rights if the item arrives damaged, incorrect or defective.
CANCELLATIONS
You can cancel for a full refund at any time before your order goes into production. Simply reply to your order confirmation email as soon as possible, or email support@veltrobay.com.
Once production has begun, the order cannot be cancelled.
30-DAY GUARANTEE
If your item arrives damaged, incorrect, or does not arrive at all, contact us within 30 days of delivery. We will send a replacement or give you a full refund, your choice. In most cases you will not need to send anything back.
Approved refunds are returned to your original payment method. Your bank may take 5–10 business days to show the refund.
HOW TO REQUEST
Email us your order number and, if the item is damaged, a photo showing the problem. We respond within 24 hours.
ABOUT OUR PRODUCTS
Our blankets are medium heavy-weight velveteen plush, 300 g/m², printed on one side using dye sublimation. Our pillows are 18" × 18" printed throw pillows and come with an insert.
- The design is printed into the fabric, not layered on top, so it will not crack or peel in the wash
- Blankets are soft throws, not heavy winter duvets
- Blankets may arrive up to 3 inches shorter than the listed size, and fabric thickness may vary slightly
- Colours may look slightly different on different screens
These are normal characteristics of these products, not defects.
WHAT IS NOT COVERED
We cannot offer a refund or replacement when:
- The wrong size or product was selected at checkout
- An incorrect shipping address was provided
- The name was misspelled at checkout
- The item is no longer wanted after printing has begun
- The request is made more than 30 days after delivery
CONTACT
VeltroBay LLC
1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, USA
support@veltrobay.com
We respond within 24 hours.