Shipping policy

Effective Date: October 2026

At VELCEN, we are committed to ensuring your orders are delivered quickly, safely, and efficiently. This Shipping Policy outlines everything you need to know about how we process and deliver your purchases.

1. Order Processing

All orders are processed within 1–2 business days after payment is confirmed.
Orders placed on weekends or public holidays will be processed on the next business day.
Once your order ships, you will receive a confirmation email with tracking information.

2. Shipping Options and Costs

Shipping costs depend on your destination and your order value. The applicable fees will be displayed at checkout before finalizing your order.

Domestic Shipping (Within the U.S.)

Standard Shipping: Processed in 1–2 business days · Delivered in 3–10 business days. $4.95 on orders under $50.
Free Shipping: On orders of $50 and up, with the same processing and delivery times as Standard Shipping.

International Shipping

Delivery times vary between 7–21 business days, depending on the destination.
Customers are responsible for any customs fees, import duties, or local taxes.

3. Tracking Your Order

All shipments include tracking information. After your order is dispatched, you will receive a confirmation email with a tracking number and a link to track your package in real-time. Items may arrive in separate packages. If your order ships in more than one package, you’ll get a tracking email for each. If your order includes the free Collagen + Glutathione bottle (6-bottle orders), it ships in its own package and may arrive on a different day. If you haven’t received tracking information within 3 business days of placing your order, please contact our support team at info@velcen.com

4. Delivery Issues

Delays

While we aim to meet delivery timelines, unexpected delays (e.g., courier issues, weather, or customs clearance) may occur. If your delivery is delayed, please contact us, and we will assist in resolving the issue.

If we can’t ship your order within the time we’ve stated, we’ll email you with a new estimate and the option to cancel for a full refund.

Incorrect or Incomplete Addresses

It is your responsibility to provide accurate shipping details during checkout. If an order is returned to us due to an incorrect address, additional shipping fees may apply for re-delivery.

5. Lost, Stolen, or Damaged Packages

If a package arrives damaged or doesn’t arrive, an item is missing or incorrect, or tracking says delivered but nothing arrived, email us at info@velcen.com within 14 days of delivery (or of the latest delivery date in your tracking) with your order number. We’ll send a replacement or a refund, whichever you prefer. This doesn’t count as your guarantee claim.
If tracking says delivered but you can’t find your package, please check with neighbors and around your address first. If it still hasn’t turned up, email us as described above.

6. Customs & Duties for International Orders

All international customers are responsible for any additional fees or taxes imposed by their local government upon arrival. These fees are not included in your order total.

7. Free Shipping Terms

Free shipping is offered on US orders of $50 and up (order value after discounts, before taxes). US orders under $50 ship for $4.95.
Orders shipped outside the United States ship free.
Applies to standard shipping only.