Refund policy
Last updated: 10/29/2026
We want every rider to be happy with Velator. Here's exactly how refunds, returns, and our 30-Day First-Bag Guarantee work.
1. 30-Day First-Bag Guarantee
Ride with Velator. If it’s not for you, email us within 30 days of delivery and we’ll refund your bag, whether it’s sealed, half-used or empty. No questions asked, and you keep the product.
- One refund per customer, on any order, one-time or subscription.
- Email support@velator.com with your order number.
- We refund your original payment method within 5 business days of your request. Your bank may take a few more days to post it.
- We may decline repeat claims made through multiple accounts.
2. Subscription orders
You’re always in control of your subscription. You can skip, change your delivery interval (every 4, 6 or 8 weeks), pause or cancel online from your account any time before your next renewal date. If a renewal is charged and you contact us before it ships, we’ll cancel that order and refund it in full. If it has already shipped, the 30-Day Guarantee in section 1 applies, if you haven’t used it yet.
3. Damaged, defective or incorrect orders
If your order arrives damaged, defective or isn’t what you ordered, email support@velator.com within 14 days of delivery with your order number and a photo. We’ll send a replacement or refund you in full, at no cost to you. You don’t need to return the item.
4. Shipping charges
Standard shipping is always free. If you paid for faster shipping, that charge is refunded only if your order arrived damaged, defective or incorrect, or if we missed the delivery time you paid for.`
5. Before you contact your bank
If something isn’t right with a charge or an order, please email us first. We can almost always fix it faster than a bank dispute, and we answer every message within 2 business days.