Contact information

VELYRAX

Contact & Support Policy

Last Updated: April 2025

At Velyrax, we are committed to providing efficient and professional customer support. Please review the following guidelines before contacting us.

1. Contact Method

All customer support is handled exclusively via email:

📩 contact.velyrax@use.startmail.com

We do not offer support via phone, SMS, social media, or messaging apps.

2. Required Information

To receive assistance, you must include:

  • Your order number
  • The email used at checkout
  • A clear description of your request
  • Photo or video evidence (if applicable)

Requests missing this information may not be processed.

3. Response Time

Our typical response time is:

⏱ 12–72 business hours

Response times may be longer during:

  • High demand periods
  • Weekends and holidays

Submitting multiple emails will not speed up the response and may delay processing.

4. Support Scope

We provide support for:

  • Order tracking and delivery issues
  • Product-related questions
  • Returns, refunds, and warranty requests
  • Technical or usage assistance

5. Communication Guidelines

We expect respectful and professional communication.

We reserve the right to:

  • Refuse service to abusive, threatening, or inappropriate messages
  • Limit or terminate communication if necessary

6. Resolution Process

Before any return, refund, or replacement is approved:

  • We may request additional information
  • We may offer troubleshooting assistance
  • We may offer alternative solutions

You agree to cooperate with our support process before requesting a refund or initiating a dispute.

7. Duplicate Requests

Submitting multiple tickets for the same issue may:

  • Delay response times
  • Reset your position in the queue

Please allow time for a response before sending follow-ups.

8. Chargebacks & Disputes

If you experience an issue, you agree to contact us first.

Opening a chargeback without prior contact may:

  • Delay resolution
  • Result in the dispute being formally challenged

We use all available evidence, including communication history, order data, and tracking information, to respond to disputes.

9. Language

Support is provided primarily in English. We may respond in other languages where possible, but response times may vary.

10. Policy Updates

We reserve the right to update this policy at any time.

VELYRAX

Contact: contact.velyrax@use.startmail.com