Shipping policy

Shipping Partners

VELM partners with major international shipping companies like FedEx, SF Express, DHL, UPS, and EMS, which work with local couriers to offer worldwide shipping.

 

Payment and Order Processing

You will be charged when you place your order.

All payments are subject to verification and approval before shipping and may take several days to process.

Orders with incorrect billing information or requiring additional verification may be delayed or canceled to prevent fraud.

 

Shipping Process

Orders are shipped out within 1-3 business days. 

Some orders may take up to 10 days to process during peak times (holidays, high-demand items, etc.).

Once processing begins, no changes can be made, including address changes.

We ship only on business days (Monday-Friday, excluding holidays).

A shipping confirmation email will be sent once your order has shipped with tracking.

 

Tracking

All orders include tracking.

Customers will receive a tracking number via email once their order is dispatched.

Some carriers may take several days to update tracking info.

If no tracking update is available after 5 business days, customers should contact support.

Estimated Delivery Times

 

United States: 12-16 Business days

Canada, Europe: 5-14 Business days

Australia, New Zealand: 5-14 Business days

 

Asia: 2-12 Business days

 

Mexico, Central America, South America: 10-18 Business days

Note: Estimates do not include processing time (1-2 business days).

 

Delays & Uncontrollable Factors

VELM is not responsible for delays caused by customs, severe weather, holidays, labor disputes, or other factors beyond our control.

 

Duties, Taxes, and Fees

International shipments may be subject to taxes, duties, and customs fees.

These charges are the recipient’s responsibility.

VELM cannot predict these fees.

If a package is refused and returned, the customer is responsible for taxes and return shipping costs.

 

Lost, Stolen, or Damaged Packages

VELM is not responsible for lost, stolen, or damaged packages.

If tracking shows a package as delivered, but it was not received, customers should VELM by email at velm@velm.co. 

VELM may not be able to honor claims for lost/damaged packages without a carrier report.

Wrong Address Disclaimer

Customers must enter the correct shipping address when placing an order.

Once an order is processed, address changes are not possible.

If an incorrect address is provided, VELM is not responsible for lost shipments.

 

Feedback

We love hearing feedback from you! For any questions, concerns or anything else, please email velm@velm.co.