Shipping policy

Shipping Policy

This policy applies to all orders placed on velthorna.com. By completing a purchase, you confirm that you have read and agreed to the terms below.

1. Processing Time

Orders are processed within 1-3 business days (Monday to Friday, excluding US holidays). During launches and sale periods, processing may take up to 2 additional business days.

2. Delivery Time & Tracking

Standard delivery within the United States takes 5-10 business days after processing. You will receive a shipping confirmation email with a tracking number as soon as your order ships. Tracking can take 24-72 hours to show its first update. Orders with multiple items may ship in separate packages, each with its own tracking number, at no extra cost.

3. Shipping Rates

Shipping rates are calculated and displayed at checkout before you complete your purchase. Estimated delivery times are estimates, not guarantees, and start on the day your order ships, not the day it is placed.

4. Incorrect Shipping Address

Customers are responsible for providing a complete and correct shipping address at checkout. Address changes are only possible before the order enters fulfillment; contact support@velthorna.com immediately if you notice an error. Orders shipped to an address exactly as provided by the customer are considered fulfilled. If a package is returned to us as undeliverable due to an address error by the customer, we can reship it at the customer's expense; shipping fees for undeliverable orders are non-refundable.

5. Delivered Packages, Loss & Theft — Shipping Protection

Once the carrier marks an order as delivered to the address provided at checkout, the order is considered fulfilled. Velthorna is not responsible for packages that are lost or stolen after a confirmed delivery scan.

We offer Shipping Protection at checkout, which covers your order against loss, theft and damage in transit. Orders with Shipping Protection receive a free replacement (or a refund if the item is unavailable) for packages confirmed lost in transit, stolen after delivery, or damaged on arrival. To file a claim, contact support@velthorna.com within 7 days of the tracking status in question. Orders placed without Shipping Protection are subject to the carrier's investigation process before any resolution can be offered.

6. Packages Lost in Transit

If your tracking has not updated for 10 or more days and the package has not been delivered, contact support@velthorna.com. We will open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we will send a free replacement or issue a full refund.

7. Delays Outside Our Control

Carrier delays, extreme weather, customs processing and other events outside our control can extend delivery times. These delays do not qualify an order for a refund as long as the package remains in transit with active tracking. We will always help you track down your order; contact us at support@velthorna.com.

8. Contact

Velthorna Support: support@velthorna.com
We reply within 24-48 hours on business days.