Contact us

Get in Touch with Velume™

We're here for you. Whether you have questions about Velume, your order, how to use the routine, shipping, or returns — our team is ready to help clearly and without the runaround.

📧 Email Support

support@tryvelume.com
Response time: within 24 hours For orders, product questions, routine guidance, and general support

⏰ Business Hours

Monday – Friday: 9:00 AM – 5:00 PM (PT)
Fastest replies during business hours. After-hours messages are answered the next business day.

Quick Help — Contacting Us Faster

Including the details below helps us resolve your request quickly and accurately:

  • Order number from your confirmation email
  • Brief description of your question or concern
  • Your preferred outcome: information, replacement, refund, order update, or routine guidance

Common requests we resolve daily:

  • Order cancellations within 6 hours of purchase
  • Shipping address updates before dispatch
  • Tracking or delivery questions
  • How to use Velume after shaving, plucking, waxing, threading, or IPL
  • Questions about sensitive skin, patch testing, and routine timing

Frequently Asked Questions

📦 Order Status
You'll receive a confirmation email immediately after purchase and tracking details once your order ships — usually within 1–3 business days.

🚚 Shipping
Free US shipping on eligible orders. Typical delivery: 5–8 business days after dispatch.

↩️ Returns & Refunds
90-day money-back guarantee. Use Velume consistently as part of your post-removal routine. If you're not happy with your experience, contact us for help with your return or refund.

💳 Payments
We accept all major credit and debit cards, Apple Pay, and secure payments via PayPal.

🌿 How Velume Works
Velume is not a hair remover and does not cure PCOS or any medical condition. It is a 60-second post-removal routine designed to be used after shaving, plucking, waxing, threading, or IPL to help stubborn regrowth look and feel softer, finer, slower, less prickly, and easier to manage over time.

What to Include in Your Message

For Order Questions:

  • Your order number
  • Clear description of the issue
  • Preferred resolution

For Product & Routine Questions:

  • How you currently remove hair: shaving, plucking, waxing, threading, IPL, or another method
  • The area you want to use Velume on: chin, jawline, upper lip, neck, or another area
  • How often you remove hair
  • Whether your skin is sensitive or easily irritated
  • What you have already tried

For Technical Issues:

  • Description of the problem
  • Your device and browser
  • Screenshots if available

Urgent Order Cancellations

Orders can be cancelled within 6 hours of placement. Email support@tryvelume.com with the subject line "CANCEL ORDER" and include your order number.

Every message is read by a real person. We don't rush replies, and we don't copy-paste answers. Our goal is simple: help you feel confident with your Velume routine — from your first question to your daily post-removal step.