Shipping policy

Shipping Policy

Last updated: September 29, 2026

Order processing

Orders are prepared for shipment after payment is confirmed. Estimated processing and delivery times are displayed at checkout when available. Business days exclude weekends and public holidays. During launches, promotions, holidays, or unusually high demand, processing may take longer.

Shipping rates and delivery estimates

Estimated delivery is 5–13 business days after the order has been processed. Available shipping methods and charges are calculated at checkout based on your destination, order contents, and selected service. Delivery dates are estimates and are not guaranteed. Carrier delays, weather, customs processing, and other circumstances outside our control may affect delivery.

Tracking

When tracking is available, we will send the tracking information to the email address or phone number provided with the order. Tracking may take up to 48 hours to update after the shipping label is created.

Shipping address

Customers are responsible for providing a complete and accurate shipping address. Contact us immediately if you notice an error. We cannot guarantee an address change after fulfillment begins and are not responsible for orders delivered to an address entered incorrectly by the customer. Additional shipping charges may apply if an order is returned and must be sent again.

International orders, duties, and taxes

International shipments may be subject to import duties, taxes, brokerage fees, or customs charges imposed by the destination country. Unless checkout states otherwise, these charges are the customer’s responsibility and are not included in the product price or shipping charge. Customs delays are outside our control.

Lost, stolen, or damaged packages

If tracking shows no movement for an extended period, or your package arrives damaged, contact us through our Contact page with your order number and relevant photos. We will help you investigate with the carrier. If tracking shows a package as delivered but you cannot find it, first check the delivery location, household members, neighbours, and the carrier. VELLUM is not responsible for theft after confirmed delivery, except where required by law.

Split shipments

Items in the same order may ship separately. If this happens, you may receive more than one tracking number and packages may arrive on different dates.