Shipping policy
Shipping & Delivery
OVERVIEW
At Veluree™, we understand that our customers are the heart of our business.
Our primary objective is to make sure that every customer has a positive experience with us.
We're confident in the quality of our products and the level of service we provide. To make your shopping experience smooth, we encourage reading our Shipping Policy carefully before placing an order.
We believe that transparency is key to building trust with our customers, and we want to make sure that you fully understand our shipping terms.
ORDER AND SHIPPING CONFIRMATION
After you place an order with us, you will receive an order confirmation email.
Once your order has been shipped, you will receive a shipping confirmation email with all the necessary information about your order, including the tracking number, courier partner, and estimated delivery date. In case you don't find these emails in your inbox, please check your spam folder as well.
ORDER PROCESSING TIME AND SHIPPING SCHEDULE
We kindly request that you allow us 1-2 business days to process your order before it can be shipped out. It's important to note that this processing time is separate from the shipping time. Therefore, the total time it will take for you to receive your order will be the processing time plus the shipping time.
That means if you order on Tuesday, you can expect the order to be shipped by Friday at the latest.
Additionally, please be aware that we ship orders exclusively on business days (Monday through Friday). Any orders placed over the weekend or during public holidays will be processed on the following business day.
ESTIMATED SHIPPING TIME (UNITED STATES)
Veluree™ offers domestic shipping within the United States. We provide reliable and efficient delivery services for our customers. All domestic shipments are shipped DDP (delivered duty paid), which means that we take care of any applicable duties, taxes, and customs fees associated with the delivery.
Please refer to the table below for a list of our courier partners, approximate delivery timeframes, and tracking links for domestic shipments within the United States:
|
COUNTRY |
CARRIER & APPROXIMATE DELIVERY TIMEFRAME |
TRACKING LINK |
|
United States |
DHL, USPS 7-14 Business Days |
|
NOTE:
- Please, keep in mind that Shipping Times can also in some cases be delayed due to factors outside of our control, such as:
- IR Disputes/Strikes
- Weather Conditions
- Time of Year (e.g. Holiday Seasons)
- Large and / or Bulky Items
- Error on the Shipping Providers side
Should any of the above scenarios occur with your package, we promise to keep you well informed to the best of our ability.
- Whether or not you'll get charged additional money from the customs in your country is out of our control. When you order an item from our store, you acknowledge that there's a possibility of additional charges once the package reaches your country. Please contact your country's customs office if you wish to learn more about the specific rules of your location.
- We are not responsible for any delays that may/may not be caused by the customs clearance processes in the destination country. Additionally, shipping to certain countries could require extra shipping fees due to the geographical location.
Please note that we cannot guarantee Saturday delivery, even if your shipping is upgraded to express.
INTERNATIONAL SHIPPING (REST OF WORLD)
Veluree™ offers international shipping to most countries with packages shipped DDU (duties and taxes unpaid). This means that as the recipient, it is the customer's responsibility to pay any inbound duties, taxes, and customs fees. Please refer to the table below for a list of courier partners, approximate delivery timeframes, and tracking links for your country.
Please refer to the table below for a list of our courier partners, approximate delivery timeframes, and tracking links for International Shipments.
|
COUNTRY |
CARRIER & APPROXIMATE DELIVERY TIMEFRAME |
TRACKING LINK |
|
|
United States |
DHL, USPS 7-14 Business Days |
||
|
Canada |
Canada Post 7-14 Business Days |
|
|
|
United Kingdom |
Royal Mail 9-14 Business Days |
|
|
|
Australia |
Australian Post 9-14 Business Days |
|
|
|
New Zealand |
New Zealand Post 9-14 Business Days |
|
|
|
Ireland |
An Post 9-16 Business Days |
|
|
|
Germany |
German DHL 9-16 Business Days |
|
|
|
France |
La Poste 9-16 Business Days |
|
|
|
Spain |
Correos 9-16 Business Days |
|
|
|
Italy |
Poste Italiane 9-16 Business Days |
|
|
|
Japan |
Japan Post 9-16 Business Days |
|
|
|
Other International |
International Shipment with Tracking 9-16 Business Days |
|
NOTE:
- Please, keep in mind that Shipping Times can also in some cases be delayed due to factors outside of our control, such as:
- IR Disputes/Strikes
- Weather Conditions
- Time of Year (e.g. Holiday Seasons)
- Large and / or Bulky Items
- Error on the Shipping Providers side
Should any of the above scenarios occur with your package, we promise to keep you well informed to the best of our ability.
- Whether or not you'll get charged additional money from the customs in your country is out of our control. When you order an item from our store, you acknowledge that there's a possibility of additional charges once the package reaches your country. Please contact your country's customs office if you wish to learn more about the specific rules of your location.
- We are not responsible for any delays that may/may not be caused by the customs clearance processes in the destination country. Additionally, shipping to certain countries could require extra shipping fees due to the geographical location.
Please note that we cannot guarantee Saturday delivery, even if your shipping is upgraded to express.
SHOPPING / SHIPPING GUARANTEE
At Veluree™, we prioritize the satisfaction of our valued customers. As part of our commitment to providing exceptional service, we offer the following shipping guarantee:
If, for any reason, your item(s) do not arrive within the specified time frames outlined below, we will take immediate action to resolve the issue. We will either send you a free replacement or provide a full refund of your purchase amount.
USA: 30 days
CANADA: 35 days
AUSTRALIA: 35 days
NEW ZEALAND: 35 days
UNITED KINGDOM: 35 days
REST OF WORLD: 40 days
COURIER PARTNERS AND TRACKING
When you place an order with Veluree™, we partner with reliable courier companies to ensure that your order is delivered to you on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email that contains a tracking link. You can use this link to track the delivery of your package. Please note that the delivery timeframe provided in the email is an estimate and may vary depending on your location and courier availability. Also, it is important to keep in mind that tracking information may take 1-4 days to show up on the courier's website.
While Veluree™ partners with reliable courier companies to ensure the safe and timely delivery of your package, we cannot guarantee delivery within a specific timeframe. In the event of any shipping delays or issues, Veluree™ will work with you to resolve the issue as soon as possible. However, Veluree™ is not liable for any shipping delays or issues that may arise during the delivery process.
DAMAGES DUE TO COURIER HANDLING
At Veluree™, we take great care in ensuring that all our products are of the highest quality and are packed securely to prevent any damage during transit. However, sometimes packages can be damaged due to handling by the courier company.
If you receive a package that appears to be damaged, we recommend that you take photos of the packaging and contact the courier company as soon as possible to report the issue. Please also send us the same photos at Hello@Veluree.com and we will do our best to assist.
Please note that any damage caused by courier handling falls outside of our Refund Policy. We perform thorough quality checks on all items before shipping, and all items are packed very safely and bubble wrapped. However, we cannot control how the courier handles the package once it leaves our facilities.
We appreciate your understanding in this matter, and we will do everything we can to assist you in resolving any issues with damaged packages.
WRONG ADDRESS DISCLAIMER
Please note that it is the buyer’s responsibility to make sure that all shipping information is correct. We have a strict shipping schedule and therefore won't always be able to make changes to the shipping address.
However, If you notice an error in your shipping details, please email us at Hello@Veluree.com within 24 hours of placing your order. We will do our best to accommodate any changes, but we cannot guarantee that we will be able to make changes after this time.
If your order is already processing or has already shipped, we are unable to make changes to the destination address. At that point, the only thing we can do is wait for the package to be returned to us. If the item is returned to our warehouse, we will issue a full refund upon arrival.
NOTE:
Please always double check the address you are entering before checking out. We will not be held responsible for packages sent to the wrong address.
INCOMPLETE / INCORRECT ORDERS
If your package arrives with missing or incomplete items, please contact us at Hello@Veluree.com with your order number and the details of the missing or incomplete items within 48 hours of receiving the package. Depending on inventory and stock, we may ship products separately. In this case, you will receive separate shipping confirmation emails containing the tracking number for each package. We will cover the shipping costs for any missing or incomplete items. If we are unable to provide a replacement, we will issue a refund for the missing or incomplete items.
DELAYED DELIVERY
At Veluree™, we understand that receiving your order in a timely manner is important to you, and we strive to ship out all orders as quickly as possible. However, please note that in some cases, there may be delays in delivery due to circumstances outside of our control.
For example, courier partners may experience unexpected delays or issues during transit, such as severe weather conditions or transportation disruptions. In such cases, we will do our best to work with the courier to ensure that your package is delivered as soon as possible.
Additionally, there may be unforeseen circumstances that may delay the processing or shipment of your order, such as product availability issues, address verification problems, or payment processing delays. We will notify you as soon as possible if we encounter any issues with your order that may cause a delay.
Please note that Veluree™ is not liable for any delays in delivery caused by external factors beyond our control, and we cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide any assistance that we can to help resolve any issues that may arise.
FREE SHIPPING ON ORDERS $50+
We offer free shipping on orders of $50 or more within the United States. Please note that this offer is valid for orders with a minimum value of $50 after discount codes and any sale promotions have been applied.
For orders with a total value less than $50 (after discount codes and any sale promotions have been applied), alternative delivery fees will be charged. The shipping fee will be calculated at checkout based on the weight, size, and destination of your order. We work with a variety of shipping carriers to provide the most affordable and reliable shipping options to our customers.
For international orders, please be aware that additional taxes, customs duties, and fees may apply upon delivery. These charges are the responsibility of the recipient and are not included in the shipping costs charged by Veluree™. Please check with your local customs office for more information on potential fees before placing your order.
LOST OR STOLEN PACKAGES
We understand that it can be frustrating to experience lost or stolen packages during the shipping process. However, once we hand over the package to our courier partners, it is out of our control. In the event that your package is lost or stolen, please contact us at Hello@Veluree.com, and we will do our best to assist you.
If your package is lost or stolen, we recommend that you reach out to the courier company directly to file a claim. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process. We will also contact the courier company on your behalf to follow up on the claim and provide updates.
Please note that Veluree™ is not responsible for lost or stolen packages during the shipping process, and these fall outside of our Refund Policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.
In some cases, the courier company may be able to locate the package and deliver it to you. However, if the package is not found, we recommend that you file a police report.
RETURNS
We understand that sometimes you may need to return an item that you purchased from Veluree™, and we want to make this process as easy as possible for you. Please note that when returning an item, customers are responsible for the cost of shipping the item back to us.
To start the return process, please review our Return Policy which outlines the conditions under which we accept returns. You can find our Return Policy on our website at (Provide Link). Please carefully review the policy to ensure that your return meets the required conditions.
If you have any questions or concerns about the return process, please do not hesitate to contact our customer service team at Ηello@Veluree.com. We are here to help you and are happy to assist you with any questions you may have about the return process.
CANCELLATION AND REFUSAL
Veluree™ reserves the right to cancel and refuse any order placed on our website. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the email provided at the time the order was made. We reserve the right to refuse or cancel any order that we suspect to be fraudulent, unauthorized, illegal, or in violation of these Terms of Service.
If we cancel an order at our discretion, which is not requested by the customer, we will issue a refund on the spot. Please note that refunds may take 3-5 business days to process, depending on your bank or credit card company. We apologize for any inconvenience this may cause.
SHIPPING POLICY CHANGES
Veluree™ reserves the right to modify or update this Shipping Policy at any time without prior notice. It is the responsibility of the customer to review the most recent version of the Shipping Policy before making a purchase and using our products.
By purchasing and continuing to use Veluree™ products, customers are indicating their acceptance of this Shipping Policy including any modifications that may be made to it.
We encourage our customers to review this policy periodically to stay informed about any changes or updates that may affect their orders. If you have any questions or concerns about our Shipping Policy, please do not hesitate to contact us.