Contact information
Contact Policy
At Valerion, professional and transparent communication is part of our commitment to a premium customer experience. This Contact Policy outlines how customers can reach us for support and assistance.
1. Official Contact Channel
All customer support inquiries must be sent exclusively through our official email address:
This is the only authorized channel for communication regarding orders, shipping, returns, refunds, disputes, or general inquiries.
Messages sent via unofficial channels may not be monitored or answered.
2. Customer Support Availability
Our support team operates:
- Monday to Friday
- 9:00 AM – 6:00 PM (GMT-3)
We aim to respond within 24–48 business hours, excluding weekends and public holidays.
Response times may vary during high-demand periods.
3. Information Required for Assistance
To ensure efficient service, please include the following details in your message:
- Full name
- Order number (if applicable)
- Clear description of your request
- Photos or videos, when relevant
Requests submitted without sufficient information may experience delays.
4. Order & Payment Inquiries
For matters related to:
- Order status
- Shipping or delivery
- Returns or refunds
- Product-related issues
Customers are required to contact Valerion directly before initiating any external action, including disputes or chargebacks.
This process complies with Shopify Payments dispute resolution guidelines.
5. Disputes & Chargebacks
Valerion is committed to resolving all concerns promptly and professionally.
By completing a purchase, you agree to contact our support team first to allow us the opportunity to resolve the issue before initiating:
- Chargebacks
- Payment disputes
- Claims with payment providers
If a dispute is initiated without prior contact, we reserve the right to contest it by submitting supporting documentation, including order confirmation, delivery proof, and communication records, in accordance with Shopify Payments policies.
6. Inappropriate Use & Fraud Prevention
We reserve the right to refuse or limit support in cases involving:
- Abusive, threatening, or inappropriate language
- Fraudulent or false claims
- Repeated unjustified disputes
All customer communication must remain respectful and professional.
7. Policy Updates
Valerion reserves the right to update or modify this Contact Policy at any time.
Any changes will be published on this page and take effect immediately upon posting.
8. Contact
For all inquiries, please contact: