Frequently Asked Questions (FAQ) – VelzyUSA.com
Q: Do you ship internationally?
A: Currently, we only ship within the United States, Mexico and Canada.
We hope to expand to more countries in the future.
Q: Where are you based? Do you have a store?
A: We are proudly based in Houston, Texas. At the moment, we operate
online only and do not have a physical storefront.
Q: Do you guys offer wholesale goods?
A: Yes! We are distributors of authentic Mexican candies.
Q: Do you provide wholesale or bulk orders?
A: Yes, we offer both wholesale and bulk deliveries. For more details,
please contact us at [support@velzyusa.com].
Q: Do you offer free shipping?
A: Yes, we offer free shipping on orders of $20 or more within the USA
only. International orders (including Canada) do not qualify for free
shipping.
Q: Are you the manufacturers of these candies?
A: No. We are a dedicated Mexican candy store and distributors, but we
do not manufacture or directly produce any of the brands we carry.
Q: This is my first time trying Mexican candy, what do you
recommend?
A: We recommend our Classic Mix Box, which includes a little bit of
everything—a perfect starter pack for first-timers.
Q: I tried placing an order but my card keeps getting declined.
A: Please double-check your billing address and card details for any typos. If
the issue continues, please contact us.
Q: My card was charged, but I didn’t receive a confirmation or
tracking number.
A: This usually happens due to incorrect card details. Don’t worry—our
system automatically issues a refund, which may take up to 2 business days
to appear on your statement.
Q: I placed an order but realized my shipping address is incorrect.
What do I do?
A: If your order has not yet shipped, contact us immediately so we can
update it. If it has already shipped, please contact the carrier directly.
Unfortunately, we are not responsible for misplaced or returned orders due
to incorrect addresses.
Q: My tracking says delivered, but I haven’t received my order.
A: Please first verify your shipping address and check with neighbors in
case it was delivered by mistake. If you still can’t locate it, contact us right
away.
Q: What if I receive a missing, damaged, or incorrect item?
A: Contact us within 5 business days of receiving your package and we’ll
send the correct item or issue a refund.
Q: My tracking hasn’t updated in days.
A: If it says “Label Created” and no updates for several days, please contact
us. If tracking shows other updates, please contact the carrier directly for
more details.
Q: Do you speak Spanish?
A: ¡Sí! Todo nuestro equipo es bilingüe. Puede contactarnos con confianza
en español.
