FQA
Last Updated: September 1, 2026
Welcome to the VELMORA Frequently Asked Questions page.
Here you can find answers to common questions about our coffee machines, coffee cups, product materials, use and care, ordering, shipping, tracking, returns, and refunds.
VELMORA is the consumer-facing brand of the online store operated by:
Shanxi Xiangyi Network Technology Co., Ltd.
If you cannot find the answer you need, please contact:
PRODUCTS & MATERIALS
What types of products does VELMORA sell?
VELMORA focuses on products related to home coffee preparation and serving.
Our product range may include:
- Espresso machines
- Semi-automatic coffee machines
- Fully automatic coffee machines
- Drip coffee makers
- Capsule coffee machines
- Coffee cups
- Coffee mugs
- Coffee-related accessories
- Other products directly related to coffee preparation and serving
Product availability may change over time.
What materials are VELMORA coffee machines made from?
Materials vary depending on the individual model.
Depending on the product, a coffee machine may contain combinations of:
- Metal components
- Stainless-steel components
- Food-contact plastic components
- Glass
- Silicone
- Rubber
- Electronic components
- Other materials required for normal machine operation
Because construction varies by model, customers should always review the applicable product page for the most accurate material information.
We do not recommend assuming that every VELMORA coffee machine uses the same materials.
What materials are your coffee cups and mugs made from?
Material depends on the individual product.
Coffee cups and mugs may be made from materials such as:
- Ceramic
- Glass
- Stainless steel
- Other materials identified on the applicable product page
Please review the individual product description before purchase.
Are all materials food-contact safe?
Products intended for direct food or beverage contact are selected for their intended use.
However, material composition varies by product, and product-specific information should be reviewed on the applicable product page or product documentation.
VELMORA does not make blanket certification claims for every product unless the relevant certification or standard is specifically stated and supported for that item.
Are all coffee machines BPA-free?
Not necessarily.
We do not represent every VELMORA product as BPA-free unless that claim is specifically stated for the individual product.
Please review the applicable product page for verified material claims.
Are all VELMORA products dishwasher-safe?
No.
Dishwasher compatibility depends on the individual component and product.
Certain removable parts may be dishwasher-safe while other parts may require hand washing.
Always follow the care instructions provided with the specific product.
Are coffee-machine components interchangeable between models?
Not necessarily.
Water tanks, drip trays, portafilters, filters, milk-system components, capsules, and other accessories may differ by model.
Please check product compatibility before purchasing or replacing accessories.
USE & CARE
How should I prepare a new coffee machine before first use?
Before first use, we generally recommend:
- Removing all packaging materials
- Inspecting the machine for visible shipping damage
- Washing removable food-contact components where appropriate
- Filling the water reservoir according to instructions
- Running any recommended initial rinse or cleaning cycle
- Reading the product-specific operating instructions
Do not operate a coffee machine if it appears materially damaged.
How often should I clean my coffee machine?
Cleaning frequency depends on:
- How often the machine is used
- Water quality
- Coffee type
- Milk-system use
- Machine design
Frequently used components should generally be cleaned regularly.
These may include:
- Drip tray
- Water reservoir
- Portafilter
- Filter basket
- Coffee grounds container
- Milk-contact components
- Brewing components
Follow the maintenance instructions for your specific machine.
Do I need to descale my coffee machine?
Many coffee machines require periodic descaling because minerals in water may accumulate inside the machine.
Descaling frequency depends on factors such as:
- Local water hardness
- Frequency of use
- Machine type
Only use a descaling method and product suitable for your specific machine.
Do not use harsh household chemicals unless the product instructions specifically permit them.
Can I put the entire coffee machine in water?
No.
Never immerse an electrical coffee machine, power cord, plug, or electrical base in water unless a specific product is expressly designed for that purpose.
Electrical appliances should generally be disconnected from power before cleaning.
Can I wash removable parts immediately after brewing?
Allow hot components to cool before cleaning where appropriate.
Sudden temperature changes may damage some materials.
Follow the product-specific care instructions.
How should I clean milk-system components?
Milk-contact components should generally be cleaned promptly after use.
Milk residue can affect:
- Hygiene
- Flavor
- Flow
- Machine performance
Follow the cleaning procedure provided for your particular machine.
Can I use any coffee beans in an automatic coffee machine?
Coffee compatibility depends on the grinder and machine.
Some very oily, flavored, coated, or unusually processed beans may affect grinder performance.
Review the instructions for your machine before using specialty beans.
Can I use pre-ground coffee?
Some models may support pre-ground coffee while others may not.
Please check the applicable product page or user instructions.
Can I use any coffee capsule?
No.
Capsule compatibility depends on the specific machine.
Do not assume that all capsule coffee machines accept the same capsule format.
Can I use filtered water?
In many cases, filtered water may help reduce mineral buildup and improve consistency.
However, follow the water recommendations provided with your specific machine.
Should I leave water in the reservoir for long periods?
For normal hygiene and maintenance, we generally recommend using fresh water and avoiding leaving stagnant water in the reservoir for extended periods.
If the machine will not be used for an extended period, clean and dry it according to the applicable instructions.
What should I do before storing a coffee machine?
Before long-term storage:
- Turn off the machine
- Disconnect it from power
- Empty the water reservoir
- Remove coffee grounds or beans where appropriate
- Clean removable components
- Allow components to dry
- Store the machine in a clean, dry environment
ORDERS & PAYMENT
How do I place an order?
Browse dbmgshop.com, select the product you want, choose any available options, add the product to your cart, and proceed to checkout.
Before submitting payment, please confirm:
- Product
- Model or variation
- Quantity
- Name
- Shipping address
- Telephone number
- Shipping charges
- Final order total
How do I know whether my order was placed successfully?
After successful checkout, you should generally receive an order confirmation at the email address provided during checkout.
If you do not receive confirmation, please check:
- Spam or junk folder
- Email address entered during checkout
If you still need assistance, contact:
Can I change an order after placing it?
Contact us as soon as possible.
We will make reasonable efforts to modify an order before it enters fulfillment.
Once processing or shipping has progressed, changes may no longer be possible.
Can I cancel an order?
You may request cancellation before the order has entered fulfillment or shipped.
Contact:
as soon as possible.
If the order has already shipped, you may need to wait for delivery and follow our return procedure.
SHIPPING & DELIVERY
How long does order processing take?
Our standard order processing time is:
1–3 business days
This includes activities such as:
- Order verification
- Product preparation
- Packing
- Shipping-label preparation
- Handover preparation
Initial review of an order may generally begin within approximately 24 hours.
Processing time is separate from delivery time.
How long does shipping take in the United States?
After processing, estimated U.S. delivery time is:
5–12 business days
Therefore, the typical estimated total time from order placement to delivery is approximately:
6–15 business days
These are estimates and not guaranteed delivery dates.
Do you offer free shipping?
Yes.
VELMORA offers:
Free Standard Shipping on eligible U.S. orders of US$39 or more.
For eligible U.S. orders below US$39, the applicable shipping charge will be displayed on the product page where applicable and confirmed during checkout.
Where do you ship?
VELMORA currently ships to eligible addresses within the:
United States
We do not currently represent that general worldwide shipping is available.
A non-U.S. destination should only be considered available if it is specifically supported during checkout.
How can I track my order?
Once your order ships and tracking becomes available, we may send you:
- A tracking number
- A tracking link
- Shipment confirmation
Tracking information may require approximately:
24–72 hours
to begin showing carrier updates.
Why has my tracking not updated?
Tracking may temporarily stop updating because of:
- Carrier transfer
- Regional sorting
- High shipping volume
- Weekend processing
- Weather
- Transportation delays
If there has been no meaningful update for an unusually long period, contact:
Why did my order arrive in multiple packages?
Some orders may ship separately because of:
- Different fulfillment locations
- Product size
- Packaging requirements
- Inventory availability
If your order is divided into multiple packages, you may receive multiple tracking numbers.
What should I do if my package is delayed?
Review the tracking information first.
If the package is significantly delayed, contact:
with your order number.
We will review the available shipping information and assist where reasonably possible.
Tracking says delivered, but I cannot find my package. What should I do?
Please check:
- Around the delivery location
- With household members
- Building reception
- Mailroom
- Neighbors where appropriate
- Carrier delivery notices
- Delivery photographs where available
If you still cannot locate the shipment, contact customer service.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
What if my coffee machine arrives damaged?
Do not use a coffee machine if shipping damage may affect its safety.
Contact:
and provide:
- Order number
- Product model
- Description of the damage
- Photos of the machine
- Photos of the outer box
- Photos of packaging
- Shipping-label photo where available
Please retain the product and packaging until the claim has been reviewed.
What happens after I report shipping damage?
Once the issue is reviewed and verified, an appropriate resolution may include:
- Replacement
- Reshipment
- Partial refund
- Full refund
depending on the circumstances.
What if the machine is defective rather than shipping-damaged?
Contact customer service with:
- Order number
- Model
- Description of the issue
- Photos or video where helpful
We may provide troubleshooting first.
If a defect is verified, the available resolution may include replacement, repair-related support, replacement component, partial refund, or full refund depending on the situation and applicable policy.
What if I receive the wrong product?
Contact us with:
- Order number
- Product ordered
- Product received
- Photos of the item received
After verification, we will provide appropriate instructions.
What if something is missing?
Please contact us if a product, accessory, or component is missing.
Provide your order number and a description of what is missing.
RETURNS
What is VELMORA's return period?
VELMORA offers a:
180-day return period
for eligible purchases.
The 180 days begin on the:
Date the product is delivered to you
based on the applicable carrier's delivery record.
This is consistent with our Returns Policy and Refund Policy.
Does the 180-day period begin when I place the order?
No.
The 180-day period begins on the delivery date, not the order date or shipping date.
What condition must a product be in for a standard return?
For a standard change-of-mind return, the product should generally be:
- Unused
- Clean
- Undamaged
- Complete
- In substantially original condition
- Returned with original components
- Returned with accessories
- Returned with original packaging where reasonably possible
Can I return a used coffee machine just because I changed my mind?
A substantially used coffee machine may not qualify for a standard change-of-mind return.
Signs of substantial use may include:
- Coffee residue
- Significant water-system use
- Heavy staining
- Missing components
- Significant scratches
- Customer-caused damage
This does not affect legitimate claims involving defects or shipping damage.
How do I start a return?
Contact:
before sending anything back.
Please include:
- Name
- Order number
- Product
- Reason for return
- Relevant photos or video
You must receive applicable return instructions before shipping the product.
Where is the return address?
Our authorized return address is located in:
China
The authorized return address is the same as the registered business address of Shanxi Xiangyi Network Technology Co., Ltd.
Return Address:
Shanxi Xiangyi Network Technology Co., Ltd.
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Please contact service@dbmgshop.com before sending a return.
Who pays return shipping?
For eligible change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise required by law or agreed by VELMORA.
For verified:
- Shipping damage
- Product defect
- Incorrect item
- Fulfillment error
we will review applicable return shipping responsibility as part of the resolution.
REFUNDS
When will I receive my refund?
For an eligible returned item, once the return has been:
- Received,
- Inspected, and
- Approved,
we aim to process the refund within:
5 business days
How long does it take for the refund to appear?
After we submit the refund, your bank or payment provider may require approximately:
5–10 additional business days
for the funds to appear.
Where will the refund be sent?
Approved refunds are generally issued to the:
Original payment method
used for the purchase.
Are original shipping charges refundable?
For ordinary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by law.
For verified defects, shipping damage, incorrect products, or other errors attributable to us, applicable shipping charges may be reviewed as part of the refund.
Can I receive a partial refund?
A partial refund may be appropriate in circumstances such as:
- Only part of an order is affected
- A component is missing
- Customer agrees to keep an item with a minor verified issue
- Returned product has missing accessories or customer-caused deterioration
Any partial refund will depend on the circumstances and applicable law.
NON-RETURNABLE PRODUCTS
Are gift cards returnable?
No.
Gift cards are generally non-returnable and non-refundable, except where required by applicable law.
Are customized products returnable?
Customized or personalized products are generally not eligible for standard change-of-mind returns.
This may include products that are:
- Personalized
- Engraved
- Custom-made
- Manufactured to individual specifications
- Specially modified at the customer's request
However, damaged, defective, or incorrect customized products may still qualify for an appropriate remedy.
CUSTOMER SERVICE
How can I contact VELMORA?
Email:
service@dbmgshop.com
Telephone:
+86 18348962178
What are your customer service hours?
Monday to Friday
9:00 AM – 6:00 PM Eastern Time (ET), United States
How quickly will you reply?
We aim to respond within:
24 business hours
BUSINESS INFORMATION
Brand Name:
VELMORA
Official Website:
dbmgshop.com
Legal Business Name / Store Operator:
Shanxi Xiangyi Network Technology Co., Ltd.
Responsible Person:
Kang Jinhua (康金花)
Customer Service Email:
service@dbmgshop.com
Telephone:
+86 18348962178
Registered Business Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Authorized Return Address:
Same as the registered business address above.
Country of Return Address:
China
Still Need Help?
If your question is not answered above, please contact:
When contacting us regarding an order, please include your order number whenever possible.