Velva app
Answers to the common questions, and a real person when you need one.
We reply within 24 hours.
Open 7 days a week.
Every day: 11:00 AM - 11:00 PM
Online orders, delivered across Calgary, Alberta.
Include your order number if your question is about an order. It is in your confirmation email and in the app under Account → My orders.
No. Tap Continue as guest on the sign-in screen and order straight away.
Create an account if you want your details saved and your order history kept. A guest can upgrade in Settings at any time and keeps their past orders.
At checkout the app opens Stripe’s secure payment screen. Your card details go directly to Stripe; Velva never sees or stores your card number.
If a payment does not go through, your bank or Stripe will show the reason on screen. Try another card, or contact us with your order number if you were charged but received no confirmation.
We deliver across Calgary, Alberta. You enter your delivery address at checkout; the app never uses your location.
Open the Account tab → My orders, then tap an order to see its status and details.
No account? Track an order on the website with your order number and email at velva.ca/track-order.
Yes, while it is still being prepared: open the order and tap Cancel this order, then tell us why. We email you when it is cancelled.
Once an order has shipped it can no longer be cancelled in the app. The order screen then offers a button to contact support instead.
Email support@velva.ca with:
We will put it right.
Check your spam or promotions folder. If your order appears under Account → My orders, it went through. If it does not appear and you were charged, contact us with the time of the purchase and the last four digits of your card.
The app does not have an automatic reset yet. Email support@velva.ca from the address on your account and we will help you back in.
Go to Account → Settings to update your name and phone number. To change the email on your account, contact us.
Go to Account → Settings → Delete account. Full steps, and what we remove and keep, are on the delete your account page.
Yes, within 30 days. Email support@velva.ca from the address on the account and ask us to recover it. Only our team can do this; the app cannot.
After 30 days the account can no longer be recovered.
That means the account was deleted and is waiting out its 30-day recovery period. Email us from the address on the account and we can recover it if the 30 days have not passed.
Notifications are optional and off until you allow them. You can change your choices in Settings, or turn Velva off completely in your iPhone’s Settings → Notifications → Velva.
Read the privacy policy for exactly what we collect, why, and who we share it with.
Try these first:
Still stuck? Email us your phone model, iOS version and a screenshot of the problem.
See also: Privacy policy · Terms of service · Delete your account