Disputes & Claims Process

We want every Veltrix Elite Containers purchase to go smoothly. If a problem does arise — a delivery issue, a unit that does not match its description, or a billing question — this page explains exactly how we handle it, fairly and transparently.

1. Contact Us First

Most issues are resolved quickly with a phone call or email. Reach our team at sales@veltrixelitecontainers.com or +1 573-238-8504 (Monday–Friday, 9:00 AM–5:00 PM Mountain Time). Have your order reference number ready so we can locate your file.

2. Delivery & Condition Claims

Inspect your container on arrival. If it shows transit damage or does not match the description, note it on the delivery receipt, take clear photographs, and notify us within 48 hours. Timely reporting with photos is essential for us to file a freight claim and resolve the matter. See our Return & Refunds Policy and Shipping Policy for full terms.

3. Review & Investigation

Our team reviews your claim and confirms eligibility, typically within 2 business days. We may request additional photos, the delivery receipt, or other documentation. For freight-related claims, we coordinate directly with the carrier.

4. Resolution

Depending on the situation and eligibility, resolutions may include repair, replacement, exchange, or a refund. Approved refunds are issued by bank wire transfer to the account used for your original payment, or to verified bank details you provide, typically within 5 business days of approval. We do not charge restocking fees on approved returns.

5. Payment Disputes

Because we accept bank wire transfer only, please review your invoice carefully and call us at +1 573-238-8504 to verify banking details before sending funds. If you have a billing concern, contact us directly and we will work with you to clarify and resolve it. We will never ask you to change banking details by phone, text, or email.

What Is Not Eligible

Damage caused after delivery or during customer handling, modification, or relocation.
Normal wear and cosmetic aging on used units, which is described at the time of sale.
Custom-modified containers, which are sold as final-sale.

Our Commitment

We aim to communicate clearly at every stage, set realistic expectations before you buy, and treat every claim in good faith. If you ever feel a matter has not been addressed, ask to escalate it and a senior member of our team will review it personally.