Shipping policy

Shipping Policy

This policy applies to all orders placed at velthorna.com. By completing a purchase, you confirm that you have read and accepted the terms below.

1. Processing time

Orders are processed within 1 to 3 business days (Monday to Friday, excluding U.S. holidays). During launches and promotional periods, processing may take up to 2 additional business days.

2. Delivery time and tracking

Standard delivery within the United States takes 5 to 10 business days after processing. You will receive a shipping confirmation email with a tracking number as soon as your order ships. Tracking may take 24 to 72 hours to show its first update. Orders with multiple items may ship in separate packages, each with its own tracking number, at no extra cost.

3. Shipping costs

Shipping costs are calculated and shown at checkout before you complete your purchase. Estimated delivery times are estimates, not guarantees, and begin on the day your order ships, not the day it is placed.

4. Incorrect shipping address

The customer is responsible for providing a complete and correct shipping address at checkout. Address changes are only possible before the order enters preparation; email support@velthorna.com immediately if you notice an error. Orders shipped to the address exactly as provided by the customer are considered fulfilled. If a package is returned to us as undeliverable due to a customer address error, we may reship it at the customer's cost; shipping charges on undeliverable orders are non-refundable.

5. Delivered packages, loss and theft. Shipping Protection

Once the carrier marks an order as delivered to the address provided at checkout, the order is considered fulfilled. Velthorna is not responsible for packages lost or stolen after a confirmed delivery scan.

We offer Shipping Protection at checkout, which covers your order against loss, theft, and in-transit damage. Orders with Shipping Protection receive a free replacement (or a refund if the item is unavailable) when the package is confirmed lost in transit, stolen after delivery, or damaged on arrival. To file a claim, email support@velthorna.com within 7 days of the tracking status in question. Orders placed without Shipping Protection are subject to the carrier's investigation process before we can offer a resolution.

6. Packages lost in transit

If your tracking has not updated in 10 days or more and the package has not been delivered, email support@velthorna.com. We will open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package was lost, we send a free replacement or issue a full refund.

7. Delays outside our control

Carrier delays, extreme weather, customs processes, and other events outside our control may extend delivery times. These delays do not make an order eligible for a refund while the package is still in transit with active tracking. We will always help you locate your order; email us at support@velthorna.com.

8. Contact

Velthorna Support: support@velthorna.com. We reply within 24 to 48 hours on business days.