If you have placed an order through Velory and might look for help to update or cancel your order, read this article for further information.
If your request is still in pending status you can still withdraw your order, read more in this article.
🧠In this guide:
Update an order
If your order is in Preparing status, it has already been sent to the distributor and can no longer be changed in Velory.
If you need to make last-minute adjustments, contact the distributor directly.
👉 Please note: once delivery has started, changes are not possible.
Important to know:
- Any changes made by the distributor will not be reflected in Velory.
- Products added outside of Velory will not automatically appear in your profile.
- If hardware is added by the partner or distributor, it should be manually registered in Velory to avoid missing important data.
💡 Because distributor updates are not synchronized with Velory, cancelling the order is often a better option than modifying it — especially when dealing with financed or leased hardware. This ensures the correct device is connected to you and handled properly at the end of the leasing period.
Cancel an order
To cancel an order, contact your partner or distributor who manages orders for your company.
Once the order has been cancelled by the partner, the update will be reflected in Velory.
If the cancelled order was linked to an employee budget:
- The budget will automatically be adjusted
- The amount will become available again for new requests
If payment was made by credit card, the refund will be returned to the same card and this is initiated by the partner / distributor