Frequently Asked Questions
Find fast answers to general questions about package tracking, shipping priorities, and support issues.
How do I track my package?
You can track your package by entering your tracking number in the tracking search box on our Home page or by navigating to the Track page. Your tracking number looks like "VELOX-1234-5678-90".
What should I do if my package is delayed?
Status updates like 'Delayed' usually indicate a temporary holdup due to weather, customs, or sorting bottlenecks. Keep monitoring the tracking timeline. If the delay extends beyond 48 hours past the estimated delivery date, please reach out to support.
Can I edit the destination address after shipment?
To redirect a package already in transit, please contact customer support immediately. Redirections are subject to route verification and may incur a redirection fee depending on the new destination city.
What is dimensional weight and how is it calculated?
Dimensional weight is a pricing calculation based on the volume (size) of a package rather than its actual weight. It is calculated by multiplying length × width × height in cm, and dividing by 5000. Your shipping rate is based on whichever weight is higher.
Does the tracking timeline show visual delivery proof?
Yes. For our Express, Same-Day, and standard deliveries, scan photos are captured at key logistics hubs (warehouse conveyor scans) and directly on porches or doorsteps (proof of delivery) during drop-off. You can inspect these photos on the tracking page.