Shipping policy
Here's how shipping works at Velnem. If you have any questions, email us at support@velnem.com.
Quick summary
- Free shipping on every order — no minimum
- Orders are processed within 1–2 business days
- US delivery: 2–5 business days after dispatch
- International delivery: 3–8 business days after dispatch
- Tracking number emailed when your order ships
Order processing
Orders placed before 2:00 PM EST are processed within 1 to 2 business days. Orders are not processed or shipped on weekends or holidays.
Shipping rates and delivery times
Shipping is free on every order, with no minimum spend.
- United States: 2 to 5 business days after dispatch
- International: 3 to 8 business days after dispatch
Delays can sometimes happen due to weather, carrier issues, customs processing, or address errors. If your order is delayed, email us and we'll help track it down.
Tracking your order
Once your order ships, you'll receive a shipment confirmation email with your tracking number. The tracking number becomes active within 24 hours.
Customs duties and taxes
US orders: All taxes are included in the price. You won't be charged any extra fees on delivery.
International orders: Customs duties, import taxes, and any other fees charged by your country are the customer's responsibility. These are not included in the product or shipping price. We recommend checking with your local customs office before ordering if you're unsure what to expect.
Wrong shipping address
If you entered the wrong address, email us at support@velnem.com right away. We can update the address if your order hasn't shipped yet. Once it's on its way, we can't redirect it.
Damaged on arrival
If your order arrives damaged, email support@velnem.com with photos of the damage and your order number. We'll send a replacement or give you a full refund.
Tracking shows delivered, but you can't find it
Please:
- Check with neighbors and any safe drop-off spots the carrier might have used
- Look for a delivery note with instructions
- Email us within 7 days at support@velnem.com with your order number
We'll work with the carrier to investigate. Once a package is handed to the carrier, our direct control is limited, but we'll do everything we can to help.
Contact us
Email: support@velnem.com
Hours: Monday to Friday, 9 AM to 5 PM EST
We reply within 1 business day.