Every dispatched order carries a tracking number. Here is where to find it, what the stages mean, and what to do when the parcel arrives.
Where your tracking number is
- In the dispatch email, sent when the parcel is handed to the courier, with a direct link.
- Under My Orders if you have an account.
- In the courier SMS on the day of delivery.
No number yet? The order is almost certainly still in handling — that takes 2 to 3 business days. Orders confirmed after 1:00 PM IST join the next working day queue.
What the stages mean
| Order confirmed | We have the order and, for UPI, the payment. Handling starts. |
|---|---|
| Checked | Item and accessories verified against the order. |
| Packed | The liner is folded on its original creases and boxed away from the frame parts so a tube end cannot pierce it. |
| Dispatched | Handed to Gati and TCI Express. Tracking number issued. |
| In transit | Moving between courier hubs. Normally 4 to 10 business days. |
| Out for delivery | With the rider. Keep the phone reachable; for COD have the exact amount ready. |
| Delivered | Signed for. Your 10 days return window starts today. |
How long it should take
Handling 2 to 3 business days, then transit 4 to 10 business days — about 4 to 6 business days to metro PIN codes and 6 to 10 business days to the rest of India. Total from Jaipur, Rajasthan: 6 to 13 business days.
When a quiet tracking page matters
- No movement in the first 24 hours after dispatch: normal. Scans begin at the first hub, not at pickup.
- No tracking number three working days after ordering: write to us.
- No scan for five consecutive working days: write to us and we will raise it with the courier.
- Marked delivered but nothing arrived: tell us the same day. We ask the courier for the delivery proof and, if it cannot be produced, we replace or refund.
On the day it arrives
- Check the carton before signing. Crushing, damp, a torn edge or fresh tape over an old seam are reasons to refuse the delivery and note why.
- Film the unboxing until everything is out of the box.
- Keep the packaging until you are satisfied — a return needs it.
If anything is damaged, wrong or missing, report it within 48 hours with the video and your order number. Return shipping is on us in that case.
Before you decide it is faulty
Normal on arrival: creases in the liner that settle once the pool is filled and a plastic smell for the first day or two. A genuine fault is different: the liner arrives holed, a valve does not seal, a frame tube is bent, or a listed part is missing from the box.
Failed delivery
Couriers attempt delivery up to three times. If the parcel returns to us we email within two working days and offer re-shipment to a corrected address at no extra shipping charge, or a full refund.
Ask about an order
- Velo Poola — sole proprietorship
- Address: Aqua Bella Vista Pools 128, Milap Nagar, Gali No. 1, Mode, Gopal Pura Mode, Jaipur, Rajasthan, 302018, India
- Phone: +91 87690 90207
- Email: [email protected]
- Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.