Shipping Policy

Velnovira is committed to providing customers with a reliable, efficient, and transparent shipping experience. Each order is prepared and dispatched with care so that your products can arrive at the designated delivery address in appropriate condition and within the expected delivery period.

This Shipping Policy explains our order-processing schedule, shipping fees, estimated delivery times, tracking procedures, customs responsibilities, and the steps customers should take if a shipment is damaged, missing, or marked as delivered but cannot be located.

1. Order Preparation and Processing

Orders are generally reviewed, prepared, and processed within 2 business days after an order confirmation has been issued.

Business days do not include Saturdays, Sundays, or public holidays.

After your package has been transferred for shipment, Velnovira will send a shipping confirmation to the email address connected with your order. This message will include available tracking information so that you can monitor the shipment’s progress.

2. Delivery Charges and Free Shipping

Shipping fees are determined according to the total value of the order.

Standard Delivery Fee

Orders that do not meet the free-shipping threshold will be charged a fixed standard shipping fee of $5.99. The applicable shipping charge will be displayed during checkout before payment is completed.

Complimentary Standard Shipping

Velnovira offers free standard shipping on orders with a total value above $45.98.

Available discounts, promotional offers, or order adjustments may affect whether an order qualifies for the free-shipping threshold.

3. Estimated Delivery Timeframes

To support product availability and efficient order fulfillment, purchases may be shipped from one of our regional distribution facilities.

Estimated delivery timeframes are:

• United States: 7–12 business days

• Canada, United Kingdom, and Europe: 7–15 business days

• Australia, New Zealand, and Asia: 8–15 business days

These delivery periods are estimates and should not be considered guaranteed arrival dates.

Although we make reasonable efforts to support timely delivery, delays may occur due to events outside Velnovira’s direct control. These may include customs inspections, border processing, carrier interruptions, severe weather, public holidays, transportation delays, or local delivery conditions.

4. Shipment Tracking

Once an order has been dispatched, the tracking number will be sent to the customer’s registered email address.

Customers may follow delivery progress through our Track Your Order page or by entering the tracking number on the website of the applicable shipping carrier.

Tracking information may not become active immediately after shipment. Please allow up to 48 hours for the carrier’s system to display updated scanning or movement information.

5. Import Charges, Customs Duties, and Taxes

International shipments may be subject to customs duties, import taxes, tariffs, brokerage charges, or other fees imposed by the destination country or local authorities.

Velnovira is not responsible for paying these additional charges.

Any fees assessed during customs clearance, transportation, or after the package arrives in the destination country are the responsibility of the customer.

Customers are encouraged to review the customs and import requirements that apply in their country or region before placing an order.

6. Damaged, Missing, or Stolen Shipments

Customer satisfaction and product safety are important to Velnovira. Please inspect your package and its contents as soon as possible after delivery.

Products Damaged During Transit

If an item arrives damaged, please contact our customer service team at support@Velnovira.com within 72 hours of delivery.

Your message should include:

• The order number

• A clear photograph of the damaged product

• Photographs of both the exterior and interior packaging

• A brief explanation of the damage

After reviewing the information and supporting evidence provided, Velnovira will arrange a free replacement for any item confirmed to have been damaged during transportation. Where appropriate, a full refund may be provided instead.

Claims submitted without supporting photographs or after the 72-hour reporting period may be more difficult to verify.

Packages Reported as Delivered

Velnovira is not responsible for packages that are lost, misplaced, or stolen after the shipping carrier’s tracking information confirms that the shipment has been marked as “Delivered.”

If tracking shows delivery but the package cannot be found, customers should first:

• Check the delivery area, including entrances, porches, garages, mail areas, and other secure locations.

• Ask household members, building staff, or nearby neighbors whether they accepted or received the shipment.

• Contact the applicable delivery company, including USPS, UPS, FedEx, or another assigned carrier, and request an investigation or submit a claim.

Velnovira will provide available tracking details and reasonable shipping information to assist with the customer’s carrier enquiry.

However, refunds or replacement shipments cannot be guaranteed when the carrier confirms that the package was successfully delivered to the shipping address provided during checkout.

Customers are responsible for confirming that all delivery information is complete and accurate before submitting an order.

7. Contact and Company Details

Questions regarding shipping, tracking, damaged products, or this Shipping Policy may be directed to the contact information below.

Brand Name:
Velnovira

Legal Entity:
HongKong RuiYuan Trading Limited

Customer Support Email:
support@Velnovira.com

Business Address:
FLAT/RM 1618B 16/F, PIONEER CENTRE, 750 NATHAN ROAD, MONG KOK, HONG KONG