Shipping & Delivery

Last updated: 11 August 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 1–3 business days of payment. Orders placed on weekends or public holidays begin processing the next business day. During major sale periods processing may take up to 5 business days.

You will receive a confirmation email at checkout and a second email containing tracking details once your parcel is dispatched.

2. Delivery estimates

Delivery time is in addition to processing time. Estimates below are business days and are not guaranteed.

Destination Standard Express
Canada 7–15 days 4–8 days
United States 7–15 days 4–8 days
United Kingdom & European Union 8–18 days 5–10 days
Australia & New Zealand 8–18 days 5–10 days
Rest of world 10–25 days 7–14 days

Delays caused by customs inspection, severe weather, carrier backlogs or incorrect addresses are outside our control and are not grounds for a refund of shipping charges.

3. Shipping costs

Shipping is calculated at checkout before you pay, based on your destination and the contents of your cart. We offer free standard shipping on orders over the threshold displayed in your cart. Express shipping is available at an additional cost where the destination supports it.

4. Multiple parcels

We work with a network of fulfilment 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.

5. 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 the first carrier handover. This is normal.

6. 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 VAT/GST or brokerage fees charged by their local authority.

We collect UK VAT, EU VAT and other destination taxes at checkout where we are legally required to do so; in that case the amount is shown as a separate line before payment.

If a parcel is refused at customs or abandoned, and it is returned to us, we will refund the value of the goods less any shipping and return charges we incur. Unclaimed parcels destroyed by customs cannot be refunded.

7. 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.

8. 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.

9. Countries we ship to

We ship worldwide, with the exception of destinations subject to sanctions, carrier suspensions or import restrictions that prevent lawful delivery. If we cannot ship to your country, checkout will not offer a shipping rate.

10. Contact

Vello
330 Avro Ave, Pointe-Claire, Quebec H9R 5W5, Canada
Email: vellosupportteam@vellostore.store
Phone: (587) 400-1737
Support hours: Monday to Friday, 9:00–17:00 Eastern Time