Question 1

How long does shipping take?

Accepted Answer

Most Canadian orders arrive in 3–7 business days from order confirmation. Remote postal codes can take a little longer; you'll get a tracking link by email as soon as your package ships.

Question 2

How is my order packaged — will anyone know what's inside?

Accepted Answer

Every order ships in a plain, unmarked box with a neutral return address. There are no product images, brand logos, or category labels visible on the outside of the package.

Question 3

What does body-safe mean?

Accepted Answer

Body-safe means the materials touching your skin are non-porous, hypoallergenic, phthalate-free, BPA-free and latex-free. Every product we carry is selected to meet that standard.

Question 4

What materials are your products made from?

Accepted Answer

Most of our toys use medical-grade silicone, ABS or borosilicate glass, with hardware sealed against moisture. Each product page lists the exact material so you can check before you buy.

Question 5

How do I clean my products?

Accepted Answer

For most items, mild unscented soap and warm water is enough. Rinse thoroughly and air-dry on a clean towel. Specific cleaning notes (and what to avoid, like alcohol or silicone-based lubricants) are on each product page.

Question 6

What appears on my billing statement?

Accepted Answer

Charges from Velora appear on your card or bank statement under a generic descriptor — typically VLR WELLNESS — with no reference to the nature of the products purchased.

Question 7

Is my personal information kept private?

Accepted Answer

Yes. We only collect what we need to fulfill your order, we never sell or rent customer data, and we transmit and store everything over encrypted connections. See our Privacy Policy for the full breakdown.

Question 8

Why are all sales final?

Accepted Answer

Because of the deeply personal and hygienic nature of what we sell, products can't be re-stocked once they leave our fulfillment centre. Your statutory consumer-protection rights still apply, and we honour them in full.

Question 9

What do I do if my product doesn't work on arrival?

Accepted Answer

Email care@velorasplace.com within 24 hours of delivery with the subject CLAIM — Order #[your order number], a description of the issue, and your unboxing video. Our team will review and follow up with next steps.

Question 10

Do I need to record my unboxing?

Accepted Answer

Yes — to qualify for a claim review you must record a continuous, unedited unboxing video showing the sealed outer package, the seals being broken on camera, and the first attempt to power on the product. Without it we can't review the claim.

Frequently Asked Questions