Shipping policy
SHIPPING POLICY
Processing Time
Orders are processed within 2–3 business days before shipping begins.
Delivery Times
United States: 7–10 business days (tracking available)
International: 7–15 business days (tracking availability varies by destination)
Countries We Ship To
United States, Australia, Canada, and New Zealand.
Free Shipping
Free shipping is available on orders of $35 USD or more. Our Buy 3, Get Free Shipping promotion is also active — see product page for details.
Order Cancellations
Orders may be canceled within 30 minutes of being placed. After this window, orders enter processing and cannot be canceled.
Customs & Duties
Customs and import duty fees are the responsibility of the customer. Please check with your local customs agency for applicable fees. Vellorra is not responsible for delays caused by customs processing.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout. Orders that are returned, delayed, or undeliverable due to an incorrect, incomplete, or outdated address are not eligible for a free replacement or refund. If your order is already in transit, please contact the shipping carrier directly to attempt an address correction.
Lost Packages
If tracking shows no movement or updates for 30–60 business days, please contact us and we will arrange a replacement to be shipped at no additional cost.
Holiday Delays
During October–December, processing and delivery times may be extended due to high order volume. We recommend ordering early during this period.
Subscription Orders
Processing & Delivery
Subscription orders follow the same processing and delivery timelines as one-time orders (processing: 4–6 business days; US delivery: 7–16 business days; international: 7–21 business days).
Shipping Cost
All recurring subscription orders ship free — there is no additional shipping cost on renewals.
Address Changes
You may update your shipping address up to 24 hours before your next billing date. If an order has already been processed or shipped, we are unable to change the address for that shipment — you will need to contact the shipping carrier directly to request an update. We can still update your address on file to ensure all future subscription orders are sent to the correct location.
Redirected Shipments
Once an order has been fulfilled, it cannot be redirected. No exceptions.
Skipping a Shipment
You may skip an upcoming subscription shipment at any time from your account portal, prior to your next billing date.
Pausing or Canceling
You may pause your subscription at any time. A paused subscription will remain paused until you choose to reactivate it or request cancellation — there is no automatic cancellation after a set number of cycles.
International Subscriptions
Subscriptions ship to the same destinations as one-time orders (US, Australia, Canada, and New Zealand). Customs and import duty fees remain the customer's responsibility on all subscription orders.
Holiday Delays (Subscriptions)
Subscribers will be notified by email if shipping delays are expected during October–December.
Contact Us
For any questions about your shipment, reach us at customerservice@vellorra.store or via the Contact page at vellorra.store/pages/contact. We aim to respond within 24 hours.