Shipping policy
Last updated: March 2026
Thank you for shopping with Velluvia. We want to make sure your experience is smooth from the moment you place your order to the moment it arrives at your door. Please read our shipping policy carefully before purchasing.
ORDER PROCESSING
All orders are processed within 1 to 3 business days after payment has been confirmed. You will receive an email confirmation immediately after your purchase, followed by a second email containing your tracking number once your order has been shipped.
Orders are not processed or shipped on weekends or public holidays. During peak periods (sales, holidays, new launches), processing may take up to 5 business days. We will notify you by email if there is any significant delay.
SHIPPING DESTINATIONS
We currently ship to Canada and select international destinations. All prices displayed on our website are in Canadian dollars (CAD).
DELIVERY TIMES
| Destination | Estimated Delivery Time |
|---|---|
| Canada (standard) | 8 – 16 business days |
| Canada (remote areas) | 14 – 21 business days |
| United States | 10 – 18 business days |
| International | 14 – 25 business days |
⚠️ These are estimates only. Actual delivery times may vary due to customs clearance, carrier volume, weather delays, or other factors outside our control. Business days do not include weekends or public holidays.
SHIPPING COSTS
| Order Total | Shipping Cost |
|---|---|
| Under $50.00 CAD | $5.99 flat rate |
| $50.00 CAD and over | FREE |
Free shipping is automatically applied at checkout when your order total meets or exceeds $50.00 CAD before taxes.
TRACKING YOUR ORDER
Once your order ships, you will receive a tracking number by email. You can use this number to track your package through the carrier's website.
Please allow 2 to 5 business days after receiving your tracking number for movement to appear in the carrier's system. This is normal and does not mean your package is lost or delayed.
If you have not received a tracking number within 5 business days of placing your order, please contact us at [your email address] and we will look into it immediately.
CUSTOMS, DUTIES & TAXES
For Canadian customers, applicable GST/HST/QST will be calculated and shown at checkout.
For international orders, your package may be subject to import duties, customs fees, or taxes levied by the destination country. These charges are the responsibility of the customer and are not included in our product prices or shipping fees. Velluvia has no control over these charges and cannot predict their amount.
We recommend contacting your local customs office for more information before placing an international order.
LOST OR DELAYED PACKAGES
If your order has not arrived within the following timeframes from the date of shipment, please contact us:
- Canada: 25 business days
- United States: 30 business days
- International: 35 business days
We will open an investigation with the carrier on your behalf. If the package is confirmed lost, we will reship your order or issue a full refund at your choice — no extra cost to you.
Please note that Velluvia is not responsible for delays caused by customs authorities, natural disasters, carrier disruptions, or incorrect shipping addresses provided at checkout.
INCORRECT SHIPPING ADDRESS
Please double-check your shipping address before completing your order. If you notice an error, contact us at [your email address] immediately.
We can correct an address only if the order has not yet been shipped. Once shipped, we cannot redirect packages. If a package is returned to us due to an incorrect address, we will contact you to arrange reshipment. Additional shipping fees may apply.
PACKAGE DAMAGED IN TRANSIT
If your order arrives damaged, please do the following:
- Photograph the damage — both the outer packaging and the product inside
- Contact us within 48 hours of delivery at jacqueline4904500@gmail.com
- Include your order number and photos in your message
We will send a replacement at no cost or issue a full refund — your choice.