Help Center
Welcome to the Velume™ Help Center
Find quick answers to common questions about orders, shipping, returns, and the Velume routine itself. Can't find what you're looking for? Our support team is always here to help.
📦 Orders & Account
How do I place an order?
Add Velume™ to your cart, proceed to checkout, and enter your shipping and payment details. You'll receive an order confirmation email right away.
Can I cancel my order?
Yes — within 6 hours of placing it. Email support@tryvelume.com with "CANCEL ORDER" in the subject line and include your order number.
How do I track my order?
Once your order ships, you'll receive an email with your tracking number and a carrier link to follow delivery updates.
Can I change my shipping address?
If your order hasn't shipped yet, contact us immediately. Once shipped, address changes must be handled through the carrier when available.
What payment methods do you accept?
We accept all major credit cards including Visa, Mastercard, American Express, Discover, Apple Pay, PayPal, and other secure payment methods available at checkout.
🚚 Shipping & Delivery
How much does shipping cost?
We offer tracked shipping on every order. Free shipping may be available on eligible US orders and will be shown at checkout.
How long does shipping take?
Processing: 1–3 business days
Shipping: 5–8 business days within the United States
Total delivery time: 6–11 business days
Do you ship to PO Boxes?
Yes, we ship to PO Boxes, APO/FPO/DPO military addresses, and US territories when supported by the carrier.
What if my package is lost or damaged?
Contact us immediately at support@tryvelume.com. We'll help resolve the issue quickly and provide a replacement or refund when eligible.
↩️ Returns & Refunds
What is your return policy?
We offer a 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 within 90 days of delivery for return or refund support.
How do I return an item?
Email support@tryvelume.com with your order number and reason for return. We'll provide return instructions and authorization.
Who pays for return shipping?
If the item is damaged, defective, or incorrect: We pay when eligible.
If you changed your mind: You may be responsible for return shipping, depending on your location and carrier.
How long do refunds take?
Refunds are processed once your return is approved or received, depending on the case. Funds usually appear in your account within 1–5 business days, depending on your bank or payment provider.
Can I exchange an item?
Yes. Contact us to arrange an exchange or replacement if your item arrived damaged, defective, or incorrect.
🌿 Product & Routine
What is Velume™?
Velume™ is a 60-second post-removal routine designed to be used after shaving, plucking, waxing, threading, or IPL. It helps stubborn regrowth look and feel softer, finer, slower, less prickly, and easier to manage over time with consistent use.
Is Velume a hair remover?
No. Velume is not a hair remover. It does not remove existing hair. You continue using your usual removal method, then apply Velume after on clean skin.
Does Velume cure PCOS?
No. Velume does not treat, cure, diagnose, or prevent PCOS or any medical condition. It is a topical post-removal skincare routine for stubborn facial regrowth. If you have PCOS or a medical concern, continue working with your healthcare provider.
How do I use Velume?
Remove hair as usual, then apply 3–4 drops of Velume to clean skin and massage into the treated area for around 60 seconds. Use it on areas such as the chin, jawline, upper lip, or neck.
Can I use Velume after shaving, plucking, waxing, threading, or IPL?
Yes. Velume is designed to work after the removal method you already use. It is the second step after removal, not a replacement for removal.
When should I expect results?
Results vary. Many women notice skin feeling softer or calmer within the first week. Around weeks 2–3, regrowth may start feeling less prickly and easier to manage. With consistent use through weeks 4–6, regrowth may look and feel softer, finer, and slower.
Can I use Velume on sensitive skin?
Velume is formulated as a gentle topical oil routine, but everyone's skin is different. If you have sensitive or reactive skin, patch test first on a small area. Discontinue use if irritation occurs.
📧 Contact & Support
How can I contact customer support?
Email us anytime at support@tryvelume.com. We respond within 24 hours, typically faster during business hours Monday–Friday, 9:00 AM – 5:00 PM PT.
What information should I include?
- Your order number, if applicable
- Description of your issue or question
- How you currently remove hair, if it is a routine question
- The area you want to use Velume on, such as chin, jawline, upper lip, or neck
- Any relevant photos or screenshots
- Your preferred resolution
Do you have phone support?
Currently, we provide email support only to ensure quick, detailed responses.
🔒 Privacy & Security
Is my personal information safe?
Yes. We use secure checkout systems and trusted payment providers. Your personal data is never sold to third parties for their own marketing purposes.
How do I update my privacy preferences?
Email support@tryvelume.com with your request or use the unsubscribe option in any marketing email.
What cookies do you use?
We use essential cookies for site functionality, plus optional analytics and marketing cookies where applicable and with consent when required.
🚨 Still Need Help?
Can't find your answer? Our support team is here to help.
Email: support@tryvelume.com
Response Time: Within 24 hours
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (PT)
For urgent order cancellations, email us immediately with "CANCEL ORDER" in the subject line.
We're here to make sure your Velume™ experience feels clear, supportive, and easy to follow — from your first question to your daily post-removal routine.