FAQ

Looking for a quick answer? Here are the essentials for choosing a toy, delivery, and returns. For help with a specific order, contact us.

Choosing and caring for toys

How do I choose a toy?

Start with your child’s interests and check the product’s age guidance, materials, dimensions, and warnings before ordering. Age categories are browsing guides; the instructions and age rating on the individual product and packaging take priority.

Are all toys suitable for toddlers?

No. Suitability varies by product. Toys with small parts, small magnets, or accessible batteries may be unsuitable for young children. Follow the product’s age guidance and warnings, keep unsuitable components away from younger children, and supervise play as appropriate.

How should I clean and care for a toy?

Follow the instructions supplied with the item. Avoid immersing wooden, battery-operated, or electronic toys unless the manufacturer specifically allows it. Check regularly for damage and stop using a toy if parts are loose or broken.

Shipping and orders

Where do you ship, and is shipping free?

We offer free standard shipping to the United States only, with no minimum purchase. Available options are shown at checkout for your address. See our Shipping Policy.

When will my order arrive?

Processing normally takes 1–3 business days after payment confirmation. Standard shipping usually takes 5–8 business days after dispatch, so the typical combined estimate is 6–11 business days. Remote areas, customs, holidays, and carrier disruptions may extend this estimate.

Where is my order shipped from?

Orders are shipped from Nanchang, Jiangxi, China. VELUNORIA is operated by PAIYUN TRADING CO., LIMITED, a company registered in Hong Kong.

How do I track my order?

Your shipping confirmation email will include tracking information after dispatch. If you cannot find it, check your spam folder or contact us with your order number and checkout email.

Can I change or cancel an order?

Email support@taoveya.com as soon as possible. We cannot guarantee changes after processing begins or after dispatch. If an order has already shipped, our return policy applies, without limiting your statutory rights.

Returns and refunds

How long do I have to request a return?

You have 30 days from delivery to request an eligible return. Contact us before sending anything back. Change-of-mind returns must be unused, complete, and in their original packaging, with proof of purchase. Read the Return & Refund Policy for full conditions and exceptions.

Where do returns go, and who pays?

Approved returns go to our designated facility in Nanchang, Jiangxi, China. Customers pay return shipping for change-of-mind returns. We do not charge a restocking fee. For damaged, defective, or incorrect goods, contact us first so we can arrange an appropriate remedy and any required return shipping. The Hong Kong registered business address is not a return address.

What if my item is damaged, defective, or incorrect?

Contact us as soon as possible with your order number, a description, and photos of the item and packaging. Reporting within 7 days helps us investigate, but does not shorten the 30-day return window or your rights under consumer law. Stop using a damaged or unsafe toy.

When will I receive my refund?

For a required return, we aim to inspect it and notify you within 2 business days of receipt. Approved refunds are issued to the original payment method within 1 business day. Your payment provider may take up to 10 additional business days to credit the funds. See our return policy for details.

Contact and privacy

How can I contact VELUNORIA?

Email support@taoveya.com, call +86 150 7080 1059, or use our contact form. Customer service hours are Monday–Friday, 10:00 AM–6:00 PM HKT (UTC+8), excluding public holidays. We typically respond within 1–2 business days.