Shipping and Returns Policy

This Shipping Policy governs the shipment of products offered on the website https://www.velvemo.com/, managed by Velvemo, with address at Urbanización La Marina, Sector #2, Vereda #1, Casa #3, Maracaibo, Zulia, Venezuela, and with contact information velvemo.oficial@gmail.com and +58 424-6823274. By placing an order through our store, you accept the terms detailed below.

1. Order Processing

Orders are processed within 24–72 business hours after payment confirmation.

Orders placed on weekends or holidays will be processed starting the next business day.

In case of out-of-stock items or issues with preparation, the customer will be notified via the provided email.

2. Shipping Methods, Zones, and Times

We ship to the United States.

Available methods:

  • Free shipping: 4 to 15 business days.

The indicated times are estimates and may vary due to external causes (logistical operations, customs, weather conditions, or other circumstances beyond Velvemo's control).

3. Shipping Costs

Shipping costs are displayed and calculated at checkout before finalizing the purchase, according to destination, weight/volume, and selected method.

Free shipping for orders within the United States, with no minimum purchase amount.

4. Order Tracking

Once dispatched, you will receive a confirmation email with a tracking number and a link to monitor the shipment.

If you do not receive the email after the maximum processing time or after 7 business days without shipment information, please contact velvemo.oficial@gmail.com.

5. Deliveries and Addresses

It is the customer's responsibility to provide a complete and correct address.

If the order is returned due to an incorrect/incomplete address or inability to deliver, reshipment will be subject to payment of new shipping costs.

Once the order is in transit, it is not possible to change the address.

6. International Shipping and Customs

Currently, Velvemo only ships within the United States.

Orders destined outside the country of origin may be subject to tariffs, taxes, or import fees, determined by the customs of the destination country.

These charges, if applicable, are the responsibility of the customer and are not under Velvemo's control.

Customs procedures may add time to the estimated transit.

7. Delayed, Lost Packages, or Shipping Incidents

If you detect an unusual delay or the tracking does not advance within a reasonable time, contact us with your order number and tracking to request traceability from the carrier.

The customer must contact Velvemo's Customer Service directly and not the courier company. Velvemo is the contractor of the transport service and the only one authorized to open an official investigation or manage compensation.

Main channel:

Secondary channels:

  • Website contact form
  • Support chat within the user profile

Required documentation:

  • Order number
  • Tracking ID
  • Photographs of the package condition
  • Photographs of visible damage to the box or product
  • Written description of the incident

In case of confirmed loss by the logistics operator, we will manage the incident with the carrier and inform you of the next steps.

8. Receipt and Verification

We recommend inspecting the package externally at the time of delivery.

If you notice visible damage to the packaging or tampering, make a note on the carrier's delivery note and document the incident with photographs of the package and the label.

For the management of damaged or defective items after delivery, please refer to our Exchange and Returns Policy available at:

https://www.velvemo.com/pages/return-policy?_pos=2&_psq=poli&_ss=e&_v=1.0

9. Cancellation Before Shipment

You can request order cancellation before it is dispatched.

Cancellation must be requested before the package is handed over to the courier company and the shipping label is generated.

If the order has already been handed over to the carrier, you must wait for its receipt and follow the procedure indicated in the Exchange and Returns Policy:

https://www.velvemo.com/pages/return-policy?_pos=2&_psq=poli&_ss=e&_v=1.0

10. Modifications to This Policy

Velvemo may modify this Shipping Policy at any time. Updates will take effect from their publication on https://www.velvemo.com/.

11. Contact

For any inquiries related to shipments:

Effective Date: 27/05/2026