Last updated: 8 September 2026
This page explains how long your order takes to arrive, what it costs, and who is responsible for customs charges. Please read it before ordering.
1. Order processing time
Orders are processed within 2–4 business days of payment. This covers order verification, quality checking and packing at our fulfilment centre. Orders placed on weekends or public holidays begin processing the next business day. During major sale periods and around Chinese New Year, processing may take longer and we will post a notice on the site.
You will receive a confirmation email at checkout and a second email containing tracking details once your parcel is dispatched.
2. Where your order ships from
Our products are made and dispatched by our manufacturing partners in Asia, and are shipped directly to you. We do not hold stock in local warehouses. This keeps our prices well below traditional retail, and it is why delivery takes longer than a domestic order — the estimates below reflect that honestly.
3. Delivery estimates
Delivery time is in addition to the processing time above. All figures are business days and are estimates, not guarantees.
Free Standard Shipping — included free on every order, no minimum:
| Destination | Estimated delivery |
|---|---|
| Canada | 8–15 business days |
| United States | 8–15 business days |
| Australia & New Zealand | 10–20 business days |
| Rest of world | 12–25 business days |
Priority Shipping — an optional paid upgrade at checkout, offered with the delivery window below. It is not an overnight or courier-express service, and it does not reduce the processing time above:
| Destination | Estimated delivery | Cost |
|---|---|---|
| Canada | 6–12 business days | $29.95 |
| United States | 6–12 business days | $24.95 |
| Australia & New Zealand | 8–14 business days | $29.95 |
| Rest of world | 10–18 business days | $39.95 |
Many orders arrive sooner than the windows above. Delays caused by customs inspection, severe weather, carrier backlogs or an incorrect address are outside our control and are not grounds for a refund of shipping charges.
4. Shipping costs
Standard shipping is free on every order, with no minimum spend. Priority shipping is an optional upgrade, priced per destination as shown in the table above, and is displayed at checkout before you pay.
5. Where we ship
Canada and the United States are our primary markets, and we ship worldwide beyond them.
We are not currently able to accept orders from the United Kingdom or the European Union. We hope to serve these regions in future. If checkout does not offer you a shipping rate, we cannot deliver to your country at this time.
We also cannot ship to destinations subject to sanctions, carrier suspensions or import restrictions that prevent lawful delivery.
6. Multiple parcels
We work with a number of manufacturing partners. If your order contains several items they may ship separately, from different facilities, and arrive on different days. You will receive tracking for each parcel. This does not mean part of your order is missing.
7. Tracking your order
A tracking number is emailed to you at dispatch and can be used on our Track Your Order page. Tracking information can take 3–7 days to begin updating after dispatch while the parcel moves through its first carrier handover, and your tracking number may change to a local carrier number on arrival in your country. Both are normal.
8. Customs, duties and import taxes
Prices shown at checkout exclude import duties and taxes unless the checkout expressly states that duties are prepaid for your destination. Where duties are not prepaid, shipments are sent Delivered Duty Unpaid (DDU): the recipient is the importer of record and is responsible for any duties, import tax or brokerage fees charged by their local authority.
Where we are legally required to collect destination taxes, the amount is shown as a separate line before payment.
If a parcel is refused at customs or abandoned and is returned to us, we will refund the value of the goods less any shipping and return charges we incur. Parcels destroyed by customs after going unclaimed cannot be refunded.
9. Incorrect addresses
Please check your shipping address carefully. We can amend an address only before dispatch. Parcels delivered to an address supplied incorrectly by the customer, or returned to sender for that reason, are not eligible for a free reshipment.
10. Lost, delayed or damaged parcels
- Not moving: if tracking shows no movement for 10 consecutive business days, contact us and we will open a carrier investigation.
- Lost: a parcel is treated as lost if it has not arrived 30 days after the latest estimate above. We will reship free of charge or issue a full refund, at your choice.
- Damaged in transit: photograph the outer packaging and the item and email us within 7 days of delivery. We will replace or refund it.
- Marked delivered but not received: check with neighbours and your local depot, then contact us within 7 days so we can file a claim with the carrier.
11. Contact
Email: vellosupportteam@vellostore.store
Phone: (587) 400-1737
Support hours: Monday to Friday, 9:00 am – 5:00 pm EST
Address: 330 Avro Ave, Pointe-Claire, QC H9R 5W5, Canada
We respond to all enquiries within 2–3 business days. Please request an RMA number before sending anything back, as return addresses vary by item.