Shipping Policy

Last Updated: July 25, 2025

Thank you for choosing Velluray. This document outlines the logistical terms, operational timelines, and conditions governing the transportation of your purchases. Our commitment is to ensure a transparent, dependable, and efficient fulfillment experience.

1. Order Processing Timelines

Every order undergoes a comprehensive fulfillment sequence—including security verification, quality control assessments, secure packaging, and handover to our courier network. This process is completed within 3 business days of order submission.

Please Note: Orders received over weekends (Saturday and Sunday) or during recognized public holidays will be processed on the immediately following business day.

2. Delivery Rates and Timeframes

Following dispatch from our fulfillment centers, standard transit benchmarks are structured as follows:

  • Estimated Transit Time: 10 to 20 business days.

  • Global Shipping Rate: A uniform worldwide flat fee of $5.99 USD applies to all transactions.

  • Total Expected Delivery Window: The cumulative time from checkout to arrival (Processing Time + Shipping Time) is estimated at 13 to 23 business days.

3. Potential for Delivery Delays

Please understand that all quoted delivery timelines are projections rather than guarantees. Velluray cannot be held accountable for transit extensions stemming from variables beyond our operational governance, which include but are not limited to:

  • Border customs inspections, clearancing delays, or regulatory holds.

  • Postal carrier service interruptions, labor strikes, or regional transport bottlenecks.

4. Consignment Tracking

An automated shipment confirmation containing a unique tracking identifier will be emailed to you immediately upon dispatch. You can track your package’s journey at any time by visiting:

  • www.17track.net

Note: Please allow a few business days post-notification for the shipping carrier to update their digital tracking logs.

5. Partial & Split Shipments

To optimize delivery efficiency and reduce your waiting time, multi-item orders may be divided into separate parcels. These packages may originate from different fulfillment facilities. Consequently, you will receive distinct Shipping Confirmation emails, each containing an individual tracking number for every package dispatched.

6. Adjustments to Orders

Modifying order parameters (such as delivery addresses, recipient names, item specifications, sizing, or quantities) is a highly time-sensitive matter. Alterations can only be executed before an order enters the warehouse processing phase. We strongly recommend notifying us within 12 hours of purchase.

To submit a change request, please email support@velluray.com with:

  1. Your Order Number (e.g., 071SHOP-123331) and registered Email Address.

  2. An explicit statement detailing the necessary adjustments.

While we always make every effort to accommodate these requests, we cannot modify an order once it has transitioned into our fulfillment workflow.

7. Unsuccessful Delivery Attempts

If a delivery cannot be successfully completed, local postal couriers will typically securely hold the parcel at a nearby regional facility. We instruct customers to contact their regional delivery service directly, utilizing their tracking number to schedule a pickup or re-delivery. Velluray assumes no liability for packages sent back to our facilities due to customer address errors or a failure to collect the package within the carrier's holding window.

8. Monitoring Tracking Interruptions

It is entirely normal for tracking updates to pause intermittently while a package is moving between major transit hubs. As a general rule, if your tracking history shows activity within the past 7 days, your package is actively moving through the network. If your tracking remains completely static for more than 7 consecutive days, please contact our support team.

9. Lost or Stolen Shipments

If your tracking status remains un-updated for more than 7 consecutive days and you suspect the package is lost, please contact us. Our team will launch a formal tracer investigation with the courier. Should the carrier officially declare the package lost in transit, we will arrange a replacement shipment at zero extra cost to you.

Limitation of Liability: Our operational responsibility does not cover shipments successfully marked as "Delivered" by the courier's tracking database. We are not financially responsible for items stolen, misplaced, or lost following confirmed delivery to the address provided at checkout.

10. Shipping Origins and Destinations

  • Destinations: We cater to a global clientele and offer worldwide shipping. On rare occasions where our logistical networks cannot service a specific country, we will reach out to you immediately to organize a resolution or refund.

  • Origins: To maintain a diverse, high-quality inventory, items are dispatched from fulfillment networks located in the United States, Canada, Australia, and the European Union, as well as directly from our specialized manufacturing partners.

11. Final Legal Disclaimers

By placing an order on the Velluray storefront, you formally acknowledge and agree to the following provisions:

  • Estimated Timelines: All shipping schedules are estimates, not rigid deadlines. We do not accept liability for delays brought about by customs agencies, courier issues, or natural occurrences.

  • Import Duties, Customs, and Taxes: The buyer retains exclusive responsibility for all import duties, customs tariffs, local taxes, or processing fees levied by the destination nation's border authorities. These surcharges are completely independent of our product prices and shipping fees.

  • Accuracy of Address: You are solely responsible for ensuring your shipping credentials are error-free and complete at checkout. We are not liable for packages misdelivered or returned due to clerical mistakes made by the buyer.

  • Post-Delivery Stewardship: Our fulfillment obligations are completely satisfied the moment a courier's tracking system confirms a successful delivery. We assume no liability for subsequent theft or loss at the delivery site.

For any questions or support regarding your shipment, please reach out to our dedicated care team at support@velluray.com. For prompt assistance, please ensure your message includes your Order Number (e.g., 031SHOP-1938) and the email address utilized to place the order.