Shipping policy

Welcome to VELOUVA. Thank you for shopping with us. We’re committed to making every order experience smooth and dependable, from the moment you place your order through the shipping process. Please review the information below for details about order processing, shipping, and delivery.

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1. Order Processing

Orders are typically processed within 1–3 business days.

• Orders are processed Monday through Friday, excluding weekends and public holidays.
• Orders placed outside regular business hours will begin processing on the next business day.
• During holidays, promotions, or periods of high order volume, processing may require additional time.
• Each order is carefully checked and prepared before being shipped.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

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2. Shipping Methods & Rates

We currently offer the following shipping options:

The available shipping options and applicable fees will be displayed at checkout before your order is completed.

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3. Order Tracking

Once your order has shipped, we’ll send a shipping confirmation email containing your tracking information.

Please allow approximately 24–48 hours for tracking information to become active after the carrier scans your package.

If your tracking information does not update after this period, please contact us at info@velouva.com and our team will be happy to assist.

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4. Shipping Information

We currently ship orders within the United States.

At this time, we do not ship to APO, FPO, or DPO military addresses.

Please make sure your shipping address is complete and accurate before completing your order. VELOUVA is not responsible for delays or delivery issues caused by incorrect or incomplete information provided by the customer.

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5. Shipping Delays

Although we do our best to keep orders moving smoothly, delays may occasionally occur due to circumstances beyond our control, including:

• Severe weather
• Carrier delays or service interruptions
• Public holidays
• High shipping volumes
• Transportation disruptions
• Incorrect or incomplete shipping information
• Unexpected logistics or operational issues

We appreciate your patience and understanding when these situations occur.

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6. Lost or Damaged Packages

If your package appears to be lost, arrives damaged, or has another issue during transit, please contact us as soon as possible.

For damaged packages, please provide:

• Order number
• Tracking number
• Photos of the package
• Photo of the shipping label
• Photos of the damaged item and packaging, if applicable

Our Customer Support Team will review the information and help determine the appropriate next step.

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7. Undeliverable or Refused Packages

A package may be returned to the sender if it is:

• Refused by the recipient
• Unclaimed
• Addressed incorrectly
• Considered undeliverable by the carrier

If a package is returned because of incorrect address information, refusal, or failure to accept delivery, additional shipping or handling charges may apply if a reshipment is requested.

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8. Business Address

VELOUVA
47 Phoenix St
Canandaigua, NY 14424
United States

Business Correspondence Only – Not a Return Address

Please contact Customer Support before sending any merchandise back. If a return is approved, our team will provide the correct return instructions and return address.

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9. Contact Us

If you have questions about your order, shipping, tracking, or delivery, please contact us:

📧 info@velouva.com

Our Customer Support Team typically responds within 24–48 business hours.

Thank you for choosing VELOUVA. We appreciate your patience and trust, and we’re always happy to help with any shipping questions you may have. 💗