If you need to modify your order, report an issue with your delivery, or request a return, our support team is here to help. This article guides you through the common steps to submit a request and the specific information needed for each case.
Common steps to request assistance
To ensure your request is handled quickly, please follow these initial steps for all order-related inquiries:
- Go to support.veo.co and click on Submit a request.
- Select Orders and Shipping cases.
- Enter your email address.
- Fill in the required fields, including your Order Number, Full Name, Support ID, and Country.
Select your request type
Choose the category that matches your needs to see the specific details required:
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Modify products in an order
Use this if you want to change the camera type, add accessories (like tripods), or remove items.
- Drop-down selection: Shipping Inquiries Making changes to products in my order.
- What to include: Provide full details of the items you wish to change.
Note: If your order has already shipped, items must be returned before modifications can be made.
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Change delivery address
- Drop-down selection: Order Status and Changes Updating Delivery Details.
- What to include: Provide the new delivery address and confirm the original address.
Note: We cannot deliver to Hotels, PO Boxes, or military addresses. If the order has already shipped, address changes may no longer be possible.
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Report issues with items (Broken, Missing, or Duplicate)
- For Broken Items: Select Request Return The camera arrived damaged. You must attach clear photos of the damaged item and the original packaging. Include your Camera ID and Camera type.
- For Missing Items: Select Shipping Inquiries Missing items in my order. List the specific items that were not in the box.
- For Duplicate Items: Select Shipping Inquiries Duplicate items in my order delivery. Provide details on the extra items received.
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Cancel or Return an order
- Drop-down selection: Return request Cancelling my order.
- What to include: Your full delivery address and details of the hardware (Camera, Tripod, accessories) you wish to return.
Note: Returns must be requested within 30 days of delivery (or 30 days from subscription activation, provided it's within 12 months of camera delivery). Shipped orders must be returned before a refund is issued.
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Request a Tax Refund
- Drop-down selection: Order Status and Changes Tax refund.
- What to include: Full details of your refund request and tax code numbers.
- Attachments: Please attach your original invoice and any relevant tax exemption documents.
What happens next?
Once you click Submit, our support team will review your case and reach out to you via email as soon as possible to confirm the next steps.