Shipping policy

Free Shipping

We offer free shipping on all orders, with no additional costs.

All orders are prepared and shipped from our logistics centers. During periods of high demand (sales, promotions, or holidays), preparation times may be slightly extended.

Preparation Time

  • Orders are processed within 1 to 3 business days.
  • No orders are processed on weekends or holidays.
  • Once prepared, the order is shipped the next business day.

Estimated Delivery Times

The usual delivery time is 7 to 14 business days from the date of shipment.

These times are provided as a guide and may vary depending on:
  • The location within the country.
  • The carrier's organization.
  • External circumstances (weather, holidays, high demand, etc.).

In some exceptional cases, delivery may take longer.

National Deliveries

We make deliveries exclusively within the national territory.

Order Tracking

Once your order is shipped, you will receive an email with the tracking number.

Please note that tracking information may take between 24 and 72 hours to update correctly.

Modifications and Cancellations

  • Once the order is placed, it cannot be canceled.
  • If you need to change the delivery address, please contact us as soon as possible.
  • Once the order enters the preparation phase, no modifications can be made.
  • We are not responsible for errors in the delivery information provided by the customer.

Delivery Delays

We are not responsible for delays caused by:
  • Carriers.
  • Weather conditions.
  • Holidays or situations beyond our control.

However, our team remains available to assist you at all times.

Lost, Stolen, or Damaged Packages

If your order arrives damaged, you must contact us within 48 hours of receipt, providing:
  1. Order number.
  2. Clear photos of the product and packaging.

We will review your request and propose a solution.

In the case of packages marked as delivered by the carrier, we cannot guarantee liability, but we will do everything possible to help you.

Incorrect Delivery Address

The customer is responsible for providing a complete and correct address.

If an order is returned due to incorrect information, reshipment costs may be borne by the customer.

Contact

For any questions about your order, you can contact our customer service: 📧 support@velanimuse.com