Shipping Policy

Velnorae currently ships to addresses within Canada and the United States.

Order Processing

Processing times vary depending on the item, its availability and whether it is fulfilled directly by Velnorae or by one of our approved suppliers. The estimated processing time for an item will be displayed on its product page or communicated before the order is confirmed.

Ready-to-ship jewelry and gemstones may be processed sooner than custom, made-to-order or supplier-fulfilled items.

If an order contains multiple items, they may be prepared and shipped separately. You may therefore receive more than one package or tracking number.

Delivery Estimates

Delivery estimates begin after an order has been processed and transferred to the carrier. They are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Carrier delays, severe weather, customs processing, holidays and other circumstances outside our reasonable control may affect delivery.

If we become aware that we cannot meet a promised shipping timeframe, we will contact you with an updated estimate and any cancellation or refund options required by applicable law.

Shipping Charges

Available shipping methods and charges are displayed at checkout based on the destination, package and available carrier service.

Tracking and Signature

Tracking information will be provided when available. Higher-value shipments may require an adult signature upon delivery. Customers are responsible for arranging receipt of signature-required packages.

Address Accuracy

Please verify your shipping address before placing an order. Contact us immediately if a correction is required. We cannot guarantee that an address can be changed after fulfillment has begun.

Velnorae is not responsible for delays or losses caused by an incorrect or incomplete address supplied by the customer. If a package is returned to us, additional shipping charges may apply before it can be sent again.

United States Orders

Orders shipped to the United States may be subject to customs duties, import taxes, brokerage charges or other government fees. Unless checkout expressly states that these charges are included, they are the customer’s responsibility and are not controlled by Velnorae.

Refusal to pay applicable import charges does not automatically qualify an order for a refund. Any available resolution will depend on the item, the carrier’s return process, costs incurred and applicable law.

Damaged Packages

If a package arrives damaged, photograph the exterior packaging before opening it whenever possible. Please retain the item, packaging and shipping materials and contact us as soon as possible, preferably within seven days of delivery.

Missing Packages

If tracking shows delivered but you cannot locate the package, please check with other household members, neighbours and the carrier before contacting us.

For assistance, contact hsholidngs@gmail.com with your order number and tracking information.

This policy does not limit any rights that cannot legally be excluded.