Shipping policy

Shipping involves shared responsibilities — here's exactly what each party handles.

Customer Responsibilities: What you must do to ensure successful delivery

  • You must confirm the model and color of your item before placing an order — no changes are possible once the order enters our system.
  • You must monitor your shipment's progress and submit all required customs or courier documents — if delivery fails or the package is returned to us due to your inaction, no free refund or replacement will be issued.
  • You must pay all import taxes, duties, and related fees imposed by customs when the parcel reaches its destination country — Velatrice does not cover these charges.
  • You must verify local postal regulations before ordering — Velatrice is not liable for items refused entry into your country.

Velatrice's Responsibilities: What we manage from our end

  • All orders ship from our warehouse in China.
  • Processing times may extend during holidays and sale periods.
  • After shipment, we send a confirmation email containing your tracking information.
  • Shipping costs are calculated based on package weight and your delivery location.
  • Orders are processed in USD via PayPal or Stripe — if your credit card account uses a currency other than USD, your bank may apply a different exchange rate and foreign currency fee; Velatrice bears no responsibility for those charges.
  • We cannot cancel or alter orders after our warehouse begins handling them — packed or shipped orders cannot be canceled under any circumstances.

Shared Accountability Summary: How success depends on both sides

Your confirmation of product details, proactive follow-up with carriers and customs, and compliance with local import rules directly impact whether your order arrives intact and on time.

Our role includes accurate dispatch from China, timely tracking communication, and transparent cost calculation — but we do not absorb third-party charges, override regulatory restrictions, or reverse processing once initiated.

Before ordering, please confirm your local import regulations, shipping address accuracy, and payment method terms.

Customer Support: support@velatrice.com