Shipping policy

Last updated: April 26, 2026

Thank you for shopping with VELMORA. This Shipping Policy explains how we ship orders, the available shipping methods, estimated delivery times, costs, and other important information related to the delivery of your purchases.

1. Order Processing Time

All orders are processed within 1–3 business days (excluding weekends and public holidays) after payment is confirmed. During promotional periods, holidays, or product launches, processing may take slightly longer. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

2. Shipping Methods and Estimated Delivery Times

We offer the following shipping options. Delivery times are estimates from the date of dispatch and are not guaranteed:

Standard Shipping (Domestic, US): 3–7 business days
Expedited Shipping (Domestic, US): 2–3 business days
International Shipping: 7–21 business days, depending on destination and customs clearance

3. Shipping Rates

Shipping rates are calculated at checkout based on the destination, weight, and selected shipping method. From time to time, we may offer free shipping promotions on orders above a certain threshold; the applicable threshold will be displayed at checkout.

4. Order Tracking

Once your order has shipped, you will receive an email with a tracking number and a link to track your package. Please allow up to 24 hours for tracking information to update after dispatch.

5. International Orders, Customs, Duties, and Taxes

International customers are responsible for any customs duties, import taxes, VAT, or other fees levied by the destination country. These fees are not included in the order total or shipping cost and are collected by the carrier or local authorities upon delivery. We recommend checking with your local customs office for more information before placing an order.

If you refuse a shipment due to customs charges, the order will be considered abandoned and we will not be able to issue a refund for the shipping costs.

6. Shipping Restrictions

Some products may not be eligible for shipment to certain destinations due to local laws, regulations, or carrier restrictions. We reserve the right to cancel any order that cannot be shipped to your location and will issue a full refund if so.

7. Address Accuracy

Please ensure that your shipping address is complete and accurate at checkout. We are not responsible for orders that are delayed, lost, or returned due to incorrect or incomplete addresses provided by the customer. If a package is returned to us due to an incorrect address, we will contact you to arrange reshipment; additional shipping fees may apply.

8. Lost, Stolen, or Damaged Packages

If your package is marked as delivered but you have not received it, please:

Check with neighbors and household members.
Look around the delivery area, mailbox, or other safe drop-off spots.
Contact the carrier with your tracking number.
If still missing after 48 hours, contact us at support@velmoranewyork.com so we can assist further.

For damaged packages, please contact us within 7 days of delivery with photos of the package and its contents so we can file a claim with the carrier and arrange a replacement or refund.

9. Delays

While we work hard to dispatch and deliver your orders on time, certain circumstances—such as severe weather, carrier delays, customs holds, or unforeseen events—may cause delays beyond our control. We appreciate your patience and understanding in such situations.

10. Order Changes and Cancellations

If you need to change or cancel your order, please contact us within 2 hours of placing it. Once an order has been processed and dispatched, we are unable to modify or cancel it; however, you may follow our Refund Policy upon receipt.