Shipping and Delivery
How long will my order take?
Please allow 14 to 30 days for delivery from the date of your order. To provide you with the best value, we ship from overseas, which requires a slightly longer transit time than big-box retailers. We believe in complete transparency so you know exactly what to expect right from the start.
Where do you ship?
Currently, we ship exclusively within Canada.
How much is shipping?
Standard tracked shipping is free on all Velmira orders across Canada. There are no hidden shipping fees at checkout.
Where is my tracking number?
Your tracking number will be emailed to you the moment your order is dispatched.
My tracking number isn’t showing any updates. Is something wrong?
Please allow 24 to 72 hours for your tracking information to update. Carriers must physically scan the parcel into their system before the tracking details go live, so a newly issued number will often show no data. This is completely normal. If your tracking number is still inactive after three days, please contact us and we will investigate it for you.
Will I have to pay customs or duties?
It is possible. Because the Velmira™ Calming Collar ships internationally, the Canada Border Services Agency or the shipping carrier may apply duties, taxes, or a clearance fee upon arrival. These charges are determined by customs—not by us—and are the responsibility of the customer.
What happens if my order never arrives?
If your parcel is lost or stolen in transit before it reaches you, that is our responsibility, not yours. Simply email us with your order number, and we will happily reship your item or issue a full refund without making you argue with the carrier.
Additionally, if your order is delayed more than 30 days beyond the delivery window we quoted, you are legally entitled to cancel your order and receive a full refund within 15 days, in accordance with Quebec’s Consumer Protection Act. We honor this right completely.
What if I entered the wrong shipping address?
Please notify us immediately. If your order has not yet shipped, we can correct the address for you. If it is already in transit, we will do everything we can to assist, though a reshipping fee may apply.
Payment
How can I pay?
We accept major credit cards securely processed through Shopify Payments. Paying by credit card also provides you with standard purchase protection and chargeback rights through your bank.
Do you charge tax?
No. As a small supplier, QUERVANI is not currently registered for GST or QST. The price you see on the product page is the final price you pay.
Is checkout secure?
Absolutely. Our website runs on a fully encrypted connection, and all payments are handled by Shopify Payments, which meets strict PCI DSS security standards. We never see, process, or store your credit card information.
Returns and Warranty
What is your return policy?
We offer a 30-day return policy if you change your mind, starting from the day you receive your order. The item must be unused, in its original condition, and in its original packaging. Please note that return shipping costs are the responsibility of the customer. Once we receive and inspect the returned item, we will issue your refund within 10 business days.
To initiate a return, please email support.quervani@gmail.com with your order number, and we will send you the necessary instructions.
What if my item arrives broken or becomes unusable?
If your Velmira™ Calming Collar arrives defective, breaks prematurely, or does not match our description, we will repair, replace, or refund it at no cost to you, and we will cover the return shipping.
This is not just a gesture of goodwill; it is the legal warranty provided to all Quebec consumers. It is not capped at 30 days, and it is a right we proudly uphold. Just write to us.
Can I get spare parts or have it repaired?
No. We prefer to be completely upfront: we do not guarantee the availability of replacement parts, repair services, or repair manuals for the Velmira™ Calming Collar.
About Us
Where are you based?
QUERVANI is a proudly Quebec-based business located in Gatineau.
Still have questions?
We are here to help. Email us at support.quervani@gmail.com. A real person reads every email and will get back to you promptly.