Placed an order and wondering what’s happening behind the scenes? Here’s what you need to know.
🧭 In this guide:
Pending request
If your request is still in Pending status, it hasn’t been approved yet.
Changed your mind? No problem. You can easily withdraw your request directly in Velory. Read more about how in this article.
Approved request – ongoing order
If you’ve submitted a product request that has been approved, your order has now been sent to the distributor.
From this point, the order is no longer handled inside Velory. If you have questions or need support, the fastest way forward is to contact the distributor directly.
You’ll find relevant support contact details in your profile, in the top navigation bar under Support.
Track your order
Once your order has been sent for processing, you can follow its progress in the Ongoing Order view under Your details.
Here you’ll see the status continuously updated. For example, the order may show as Processing while the distributor is handling it.
Sometimes the Processing status may feel like it takes a while — especially for high-demand products like the latest iPhone models. These often have limited stock, and distributors receive them in smaller batches but the distributor is working as efficiently as they can to send the orders.
Track order link
If you see a Track order link, it means Velory is receiving shipment updates from the distributor and delivery partner.
As soon as new information is available — such as an updated estimated shipping date — it will be displayed in this view.
Keep an eye on your shipping details. Delivery notifications are sent directly from the shipping provider.
💡If a parcel isn’t picked up in time (for example, from a service point), it may be returned to the distributor.
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 or cancel your order you need to contact the distributor directly to see if it is possible.
👉 Please note: once delivery has started, changes are no longer possible.
Good 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 needs to be manually registered in Velory to ensure no important data is missing.
💡Because distributor updates are not synchronized with Velory, cancelling the order is often a better option than modifying it — especially for financed or leased hardware.
This helps ensure the correct device is connected to you and handled properly at the end of the leasing period.