Order Processing

After your order is placed and payment is successfully confirmed, it will enter our fulfillment process.

Most orders are prepared for shipment within 1–3 business days. Processing may take slightly longer during weekends, holidays, promotional events or periods of unusually high order volume.

Estimated Delivery Times

Delivery times begin after your order has been processed and handed to the shipping carrier.

Estimated delivery times are shown during checkout or in your shipping confirmation where available.

Please remember that delivery estimates are not guaranteed and may be affected by carrier delays, weather, holidays, customs, destination or other circumstances beyond our reasonable control.

Shipping Costs

Available shipping methods and any applicable shipping charges will be displayed during checkout before you complete your order.

From time to time, Velynera may offer free shipping promotions or shipping incentives on qualifying orders. Any conditions will be displayed with the relevant offer.

Tracking Your Order

Once your order has shipped, you will normally receive a shipping confirmation containing your tracking information.

Please allow some time after receiving the tracking number for the carrier's system to display the first tracking update.

Tracking information can occasionally take 24–72 hours to update after the shipment has been created.

Shipping Address

Please carefully review your shipping address before completing your order.

Customers are responsible for providing a complete and accurate delivery address, including apartment, unit or suite numbers where applicable.

If you notice an error after placing your order, contact us as quickly as possible. We will try to help, but we cannot guarantee that an address can be changed after the order enters fulfillment.

Delivery Delays

Although we aim to provide a smooth delivery experience, delays can occasionally occur after an order leaves our fulfillment network.

Possible causes include:

• high carrier volume;
• weather conditions;
• holiday periods;
• transportation disruptions;
• customs processing;
• local delivery conditions; or
• incorrect or incomplete address information.

Carrier delays do not necessarily indicate that a package has been lost.

Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, please first check your mailbox, porch, building reception, parcel locker, household members and nearby safe delivery areas.

Carriers may occasionally mark a package as delivered shortly before the final physical delivery takes place.

If your package is still missing after checking these locations, contact the carrier and then reach out to Velynera support so we can review the situation with you.

Lost or Missing Packages

If tracking has not updated for an extended period or you believe your shipment may have been lost, please contact our support team with your order number.

We may ask you to allow the carrier's normal delivery window to pass before a shipment can be treated as potentially lost.

Where appropriate, we will review the case and determine the available resolution.

Damaged Packages

If your order arrives visibly damaged, please take photographs of the package and affected products as soon as possible.

Contact Velynera support with your order number and the photos so we can review the issue and provide the appropriate next steps.

Incorrect or Missing Items

If your order arrives with an incorrect item or something is missing, please contact us promptly.

Include your order number and, where possible, a clear photograph of what you received. Our support team will review the order and help resolve the issue.

International Shipping

Where international shipping is available, delivery times may be longer due to customs processing, local carrier operations and destination-specific requirements.

Availability of international shipping options will be shown during checkout where applicable.

Customs, Duties and Taxes

International orders may be subject to import taxes, customs duties, handling fees or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges may be the responsibility of the recipient and are determined by local authorities rather than Velynera.

Refused or Undeliverable Orders

If a package is returned because delivery was refused, the address was incorrect, or the carrier was unable to complete delivery, contact us so we can review the available options.

Additional shipping costs may apply if a customer requests reshipment after an unsuccessful delivery caused by incorrect or incomplete shipping information.

Order Changes and Cancellations

If you need to change or cancel an order, please contact Velynera as soon as possible.

Once an order has entered fulfillment or has shipped, we may no longer be able to modify or cancel it.

Changes to This Shipping Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to our fulfillment network, carriers, shipping methods, destinations or business practices.

The latest version will always be published on this page.