Shipping policy
Processing Time
All orders are processed within 1–3 business days. Orders are not normally processed or dispatched on weekends or public holidays applicable to our business or shipping operations.
During busy periods, such as promotional events or seasonal sales, processing times may take slightly longer. If there is a significant delay with your order, we will contact you as soon as possible.
Shipping Costs
Shipping costs are displayed at checkout and may vary depending on the delivery destination, order size, shipping method, or applicable promotion.
Free delivery is not available on all orders and may only apply to selected promotions or qualifying orders.
Estimated Delivery Time
We use standard delivery for orders unless another shipping option is made available at checkout.
Orders are typically delivered within 5–7 business days after processing and dispatch. Delivery times may vary depending on the destination and shipping carrier.
Please note that delivery times are estimates and are not guaranteed. Delays may occur due to circumstances outside our control, including courier delays, adverse weather, public holidays, customs processing, carrier disruptions, or other unforeseen circumstances.
Once your order has been dispatched, you will receive tracking information where available.
Delivery Addresses
We currently deliver to customers in the United States, United Kingdom, Australia, and other countries where delivery is available.
Available delivery destinations and shipping costs will be shown at checkout.
If you are unsure whether we can deliver to your address, please contact our customer service team before placing your order.
Customs, Duties and Taxes
Customs duties and import taxes are included in the order price where applicable. Customers will not be required to pay additional customs duties or import taxes upon delivery. Velgem will handle any applicable customs charges.
Damaged, Missing or Incorrect Orders
We take great care when packing and dispatching your order. If your parcel arrives damaged, is missing, or you receive an incorrect item, please contact us as soon as possible at infovelgem@gmail.com with your order number and photographs of the parcel and/or item where applicable.
Please keep the original packaging and any damaged items until the issue has been resolved, as these may be required to assist with the investigation.
We will work with you to resolve the issue in accordance with your applicable consumer rights.
Delivery Delays
Although we aim to deliver your order within the estimated timeframe above, occasional delays may occur due to circumstances outside our control.
If your order has not arrived within the expected delivery timeframe, please contact our customer service team and we will be happy to assist you.
Customer Service
Email: infovelgem@gmail.com
Phone: +1 406 284 5366
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM