Shipping Policy
Shipping Policy
Last Updated: July 25, 2025
Thank you for shopping with Velniellerr. We understand that receiving your order quickly and safely is important. This Shipping Policy explains how orders are processed, shipped, tracked, and handled if delays or delivery issues occur.
1. Order Processing
Once your order is successfully placed, our fulfillment team will begin preparing it for shipment.
Most orders require approximately 3 business days for order verification, packing, and transfer to the shipping carrier.
Orders submitted during weekends or public holidays may begin processing on the next available business day. For example, an order placed during the weekend will normally begin processing on the following Monday.
2. Shipping Time & Cost
After your package has been dispatched, estimated delivery is generally:
10–20 business days
We currently offer a standard flat-rate shipping fee of:
USD $5.99
This standard rate applies to eligible international destinations.
Please keep in mind that delivery estimates begin after your order has completed processing and has been handed over to the carrier.
3. Possible Shipping Delays
While we work with our logistics partners to deliver orders within the estimated timeframe, delays can occasionally occur due to circumstances beyond our reasonable control.
Examples may include:
-
Customs inspections
-
Carrier delays
-
Weather conditions
-
Public holidays
-
High shipping volumes
-
Transportation interruptions
-
Local postal service disruptions
We appreciate your understanding when unexpected circumstances affect delivery times.
4. Tracking Your Order
Once your order has been shipped, you will receive a Shipping Confirmation Email containing your tracking number.
You may use the tracking number to follow the status of your shipment through the carrier's tracking service or a universal tracking service such as:
17TRACK — www.17track.net
Tracking information may not become active immediately after shipment.
Please allow several days for the carrier's system to register and display the first tracking update.
5. Split Shipments
If your purchase contains multiple items, they may occasionally arrive in separate packages.
This may happen because certain products are stored at different fulfillment facilities or because shipping items separately allows part of your order to reach you sooner.
If your order is divided into multiple shipments, you may receive:
-
More than one package
-
Separate shipping confirmation emails
-
A different tracking number for each shipment
Receiving only part of your order does not necessarily mean that the remaining items are missing.
6. Changing an Order or Delivery Information
Requests to modify an order are highly time-sensitive.
If you need to correct your:
-
Shipping address
-
Recipient name
-
Phone number
-
Product size
-
Product color
-
Quantity
-
Other order details
please contact us as soon as possible, preferably within 12 hours of placing your order.
Email:
Please include:
-
Your Order Number, for example
071SHOP-123331 -
The email address used for your order
-
A clear explanation of the requested change
-
The complete corrected information, where applicable
Because orders may enter fulfillment quickly, we cannot guarantee that changes can be completed after processing has begun.
However, our customer service team will make reasonable efforts to assist whenever possible.
7. Missed Delivery Attempts
If the carrier attempts delivery while no one is available to receive the package, the parcel may be held at a nearby post office, collection point, or local carrier facility.
We recommend contacting your local delivery provider using your tracking number for further instructions.
If you are unable to resolve the situation with the carrier, you may contact our support team for assistance.
Please note that Velniellerr cannot accept responsibility for packages returned because of an incorrect or incomplete address or because the recipient failed to collect the parcel within the carrier's required collection period.
8. When Tracking Has Not Updated
If your shipment appears to be moving slowly, please review the latest tracking information before contacting us.
Step 1: Review the most recent tracking event
If there has been a tracking update within the past 7 days, your parcel is generally still considered to be moving normally through the shipping network.
Step 2: Contact us if tracking remains unchanged
If there have been no tracking updates for more than 7 days, please email:
Include:
-
Your Order Number, for example
071SHOP-1128 -
The email address used for the purchase
Our support team can then review the shipment and, where appropriate, assist with an investigation.
9. Lost or Stolen Packages
If you believe your shipment may have been lost while in transit, please contact our customer service team.
We may work with the shipping provider to investigate the status and location of the package.
Packages confirmed lost in transit
If the carrier investigation confirms that a package was officially lost before delivery, we will arrange a replacement order at no additional product or shipping cost to you.
Packages marked as delivered
If tracking records confirm that the package was successfully delivered to the shipping address provided with your order, our policy does not cover loss or theft occurring after confirmed delivery.
If your tracking status shows Delivered but you cannot locate the package, we recommend first checking:
-
Around the delivery location
-
With household members
-
With neighbors
-
With building reception or management
-
With your local delivery carrier
10. Shipping Destinations & Fulfillment Locations
Where we deliver
Velniellerr ships to customers in many destinations worldwide.
In the uncommon situation where we are unable to deliver to your selected destination, we will contact you regarding the order.
Where orders may be shipped from
Our fulfillment network may include facilities located in regions such as:
-
United States
-
Canada
-
Australia
-
European Union
We also work with selected manufacturing and fulfillment partners.
Depending on product availability and your delivery destination, an order may be dispatched directly from one of these partner facilities.
This allows us to maintain product availability and efficient international fulfillment.
11. Important Shipping Terms
By placing an order with Velniellerr, you acknowledge and agree to the following:
Estimated delivery times
All processing and shipping timeframes provided on our website are estimates rather than guaranteed delivery dates.
Velniellerr is not responsible for delays caused by customs authorities, shipping carriers, weather, transportation interruptions, or other circumstances beyond our reasonable control.
Customs duties, import taxes, and fees
Customers are responsible for any import duties, customs charges, taxes, brokerage fees, or similar charges imposed by authorities in the destination country.
Unless specifically stated otherwise, these charges are not included in the product price or standard shipping fee.
Accuracy of shipping information
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Velniellerr is not responsible for orders that are lost, delayed, misdelivered, or returned because incorrect or incomplete delivery details were provided at checkout.
Orders confirmed as delivered
Our shipping responsibility is considered fulfilled once carrier tracking confirms successful delivery to the address provided with the order.
Velniellerr cannot be held responsible for theft, disappearance, or loss occurring after confirmed delivery.
Contact Us
If you have questions about shipping, tracking, delivery, or your order, please contact our customer support team.
For faster assistance, include your Order Number and the Email Address used when placing your order.
Store Name: Velniellerr
Email: support@velniellerr.com
Phone: +1 (828) 392-5772
Company Name:
HONGKONG HOPEN INTERNATIONAL LIMITED
Company Address:
ROOM 70, 7/F., WOON LEE COMMERCIAL BUILDING
7-9 AUSTIN AVE
TSIM SHA TSUI
HONG KONG
Our team will review your inquiry and assist you as quickly as possible.