Shipping policy

SHIPPING & DELIVERY POLICY

1. OVERVIEW
   This Shipping Policy applies to all products purchased through vellmora.store, operated by  VirellionVentures LLC ("VelmoraPets"). We are committed to delivering high-quality products to customers worldwide with a primary focus on serving the United Kingdom market. We utilize global fulfillment partners to ensure efficient delivery. By placing an order, you agree to the terms outlined in this policy, including our processing times, delivery estimates, and refund protocols for delayed shipments.
2. SHIPPING ZONES AND COVERAGE
   1. United Kingdom: We offer comprehensive shipping coverage across England, Scotland, Wales, and Northern Ireland. As our primary market, UK orders receive prioritized handling within our fulfillment network. Please note that deliveries to remote areas (such as the Highlands
      and Islands) may require additional transit time.
   2. International Shipping
      We ship to select international destinations. Our fulfillment centers are capable of worldwide dispatch. International customers are
      responsible for ensuring that the ordered products comply with the import regulations of their respective countries.
   3. United States Shipping
      We continue to serve customers in the United States, including all 50 states. Deliveries to Alaska, Hawaii, and U.S. territories may
      experience longer transit times compared to the contiguous states.
   4. Restricted Destinations
      We are currently unable to ship to P.O. boxes, APO/FPO military addresses, or countries under specific trade embargoes. We
      reserve the right to cancel orders to destinations where reliable shipping cannot be guaranteed.
3. ORDER PROCESSING TIMES
   1. Standard Processing
      All orders require a processing period before shipment. Our standard processing time is 1 to 3 business days. Processing involves
      order verification, quality checks, and packaging. Please note that processing takes place Monday through Friday. We do not process orders on weekends or major holidays. There are no specific daily cut-off times; orders placed after business hours will typically begin processing the next business day.
   2. Peak Periods
      During periods of high demand (such as the holiday season in Q4) or new product launches, processing times may extend up to 5
      business days.
   3. Factory Closures & Chinese New Year
      Our products are fulfilled from international centers, primarily in China. Consequently, operations are affected by local holidays,
      specifically the Chinese New Year. During these periods, factories and shipping partners close for approximately 2 weeks (dates
      vary annually, e.g., February). Orders placed during these closures will be processed immediately upon reopening. We will notify
      customers of significant delays during these specific times.
4.  UK SHIPPING DETAILS
   1. Delivery Estimates
      For our United Kingdom customers, we strive for transparency regarding delivery timelines. Average Transit Time: 9.2 days from the date of shipment. Total Estimated Delivery Time: 10 to 12 days from the date of order placement (factoring in 1-3 days processing). These timelines are estimates based on historical data and are not guaranteed. Customs clearance procedures upon entering the UK may occasionally cause variations in delivery dates.
   2. Customs & Import
      For UK orders, goods are imported from international fulfillment centers. While we endeavor to minimize issues, customers are the importers of record and are responsible for any applicable import VAT, duties, or clearance fees assessed by HM Revenue & Customs (HMRC) if the order value exceeds the relief thresholds.
5.  TRACKING INFORMATION UNDERSTANDING YOUR TRACKING UPDATES
   1. It is normal for tracking information to show no movement for several days. This does not mean your package is lost.
   2. When Tracking is Provided
      You will receive a shipment confirmation email containing your tracking number once your order has been processed. Please allow
      time for the carrier to scan the package into their system.
   3. Normal "No Update" Periods
      It is standard industry practice for tracking updates to lag behind actual movement. Domestic/Local Handovers: May show no updates for 48-72 hours. International Transit: May show no updates for 5-7 days while the package is in transit between countries or clearing customs. A lack of updates often indicates the package is in a container on a flight, waiting for customs clearance, or simply missed a scan at a sorting facility. It rarely indicates a lost package.
   4. Alternative Tracking Tools
      If your tracking link shows no info, we recommend checking third-party universal tracking sites which often provide more detailed cross-border information:
      17track.net
      ParcelApp.com
6.  DELIVERY TIMEFRAMES BY REGION
   1.  Calculation - Shipping costs are calculated at checkout based on weight, dimensions, and destination.
   2. Currency - Transactions are processed in the store's default currency. UK customers paying in GBP may be subject to currency conversion rates determined by their bank or payment provider if the base store currency differs.
7.  CUSTOMS AND INTERNATIONAL SHIPPING - Important:  VirellionVentures LLC is not responsible for delays caused by the customs department in your country. Duties & Taxes: All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information. VelmoraPets does not collect these fees at checkout, and they are the sole responsibility of the customer upon delivery.
8. DELIVERY PROCEDURES
   1. Address Accuracy: Customers are responsible for providing a complete and accurate shipping address. For UK customers, please ensure the Postcode is correct. We are not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an incorrect address, a reshipping fee may apply.
   2. Delivery Attempts: Local carriers (such as Royal Mail in the UK or USPS in the US) will attempt delivery. If you are not available, they may leave a calling card, leave the package in a safe place, or hold it at a local depot. It is the customer's responsibility to collect the package or arrange redelivery within the carrier's specified timeframe.
9.  DELAYED SHIPMENTS AND REFUND POLICY REFUND ELIGIBILITY FOR DELAYS To protect our business and ensure fairness, refunds for non-delivery are only issued after specific timeframes have passed, confirming the package is truly lost rather than just delayed.
   1. Refund Timeframes - You are eligible for a full refund or a free reshipment if your order has not arrived within the following timeframes from the date of shipment:
      1. United Kingdom & International: 60 days
      2. United States: 45 days
      3. Brazil: 110 days
   2.  Requesting a Refund for Delay: If your order has exceeded these timeframes, please contact our support team immediately. We cover the cost for qualifying delayed orders.
   3. Before requesting a refund:
      1. Check the tracking status on 17track.net or ParcelApp
      2. Verify that 60 days (UK/Intl) or 45 days (US) have passed since the shipment date.
      3. Contact your local post office to ensure the package is not being held.
      4. If the package is indeed lost after these periods, we will issue a refund or reshipment according to your preference.
10.  SHIPPING ISSUES AND LIABILITY
    1. Lost or Damaged Packages: If your package arrives damaged, please contact us within 48 hours of delivery with photographic evidence. We will arrange for a replacement.
    2. Force Majeure: VelmoraPets is not liable for failure to deliver goods where such failure is due to circumstances beyond our control, including but not limited to acts of God, war, riot, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.
11.  RETURNS AND EXCHANGE SHIPPING
    1. Procedure To initiate a return: Please contact support at velmoragoods@gmail.com. Do not send items back to the address on the shipping label, as our returns processing center may be different.
    2. Costs: Unless the item is defective or we made an error, the customer is responsible for return shipping costs. We recommend using a trackable shipping service for returns.
12.  CUSTOMER SUPPORT
    1. We are here to help. If you have any concerns regarding the whereabouts of your order, please reach out to us. Email: velmoragoods@gmail.com Information Required: Please include your Order Number and full name in the subject line.
13.  POLICY UPDATES V VirellionVentures LLC reserves the right to modify this shipping policy at any time. Changes will be posted directly to this page