Shipping policy
Free shipping on every order
Every Velvetella order ships free, with no minimum spend.
Order processing time
We ship Monday through Friday, excluding weekends and holidays. We do not ship orders on the same day. Processing can take longer if the information we receive is incomplete or incorrect, such as an inaccurate address or payment details.
Estimated shipping time
| Location | Estimated shipping time |
|---|---|
| United States | 7–15 working days |
| Canada, Europe | 15–25 working days |
| Other countries | 20–30 working days |
Most orders arrive within 7–15 working days after dispatch; some styles ship from a US warehouse and may arrive sooner. Delivery can take longer during sales events and the holiday season. Tracking can take 2–7 days (occasionally up to 8–12 days) to update after a parcel leaves our facility. Delivery can also be delayed by things outside our control, such as strikes, weather, the holiday season or carrier errors. If this happens, we will keep you informed.
Shipping guarantee
If your order takes longer than the estimated time above to arrive, we will give you a partial refund. If for any reason your order has not arrived within 60 days, you will be refunded in full for that item.
Tracking your order
You will receive an email with a tracking number when your order ships. Use it on our Track Order page.
International delivery, duties and taxes
We cannot guarantee whether customs taxes or duties will be charged. You are responsible for any customs, duties, taxes and fees charged by your country. On rare occasions, international shipping can take 4–6 weeks or longer; we are not responsible for delays caused by customs clearance.
Wrong address
Please double-check your address at checkout. We are not responsible for packages sent to an address entered incorrectly. If your order is already processing or has shipped, we cannot change the address; if the package is returned to us, we will offer an exchange or refund.
Refused or undeliverable packages
If a package is refused by the recipient, or the carrier cannot deliver it after the usual attempts, we may not be able to offer a refund.
Questions? Phone +1 (209) 821-3629 · Email support@velvetella.com