Shipping Policy

Last updated: August 5, 2026

Thank you for shopping with Velaona. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.

1. Order Processing

Orders are generally processed within three (3) business days after payment has been successfully received.

Business days do not include weekends or public holidays. Orders placed during weekends, public holidays, promotional periods, or periods of unusually high demand may require additional processing time.

After an order has entered the fulfillment process, we cannot guarantee that changes or cancellations can be completed.

2. Shipping Origin

Orders are shipped from Shenzhen, Guangdong, China.

Depending on product availability, an order containing multiple items may be shipped in separate packages. If this occurs, the customer may receive more than one tracking number and the packages may arrive at different times.

3. Estimated Delivery Time

Estimated delivery time is generally 10–15 business days after the order has been dispatched.

The total estimated delivery period consists of:

• Order processing: up to 3 business days

• Transportation after dispatch: approximately 10–15 business days

Delivery estimates are provided for reference only and are not guaranteed arrival dates. Actual delivery times may vary because of the destination, carrier capacity, customs clearance, local postal services, severe weather, public holidays, transportation disruptions, or other circumstances outside our reasonable control.

4. Shipping Availability

Shipping availability is determined by the delivery address, product type, logistics restrictions, and the options displayed during checkout.

If we are unable to ship an order to the address provided, we will contact the customer using the contact information submitted with the order. We may cancel and refund the affected order if no suitable shipping option is available.

5. Shipping Fees

Applicable shipping fees, free-shipping eligibility, and any available delivery options will be displayed on the product page or during checkout before payment is completed.

Shipping fees may vary depending on the product, order value, package weight, delivery destination, and selected shipping method.

6. Customs Duties, Taxes, and Import Charges

Customs duties, import taxes, VAT, clearance charges, and other destination-related fees may vary depending on the product and the laws and policies of the destination.

Whether these charges are included in the purchase price or payable separately by the customer will be stated on the applicable product page or during checkout.

Customers are responsible for reviewing the tax and customs information presented before placing an order. When applicable charges are not collected during checkout, the customer may be required to pay them directly to customs authorities, the carrier, or another authorized service provider.

Nuvora does not control customs decisions and cannot guarantee the amount of any charge imposed by local authorities.

7. Order Tracking

When tracking information is available, a shipping confirmation containing the tracking number or tracking link will be sent to the email address provided with the order.

Tracking information may require several business days to become active after the package has been handed to the carrier.

Temporary periods without tracking updates do not necessarily mean that a package has been lost. International packages may not receive a new scan while in transit or undergoing customs clearance.

8. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate name, delivery address, postal code, telephone number, and other information required for delivery.

Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

If a package is delayed, lost, returned, or delivered incorrectly because the customer provided an inaccurate or incomplete address, the customer may be responsible for reasonable reshipping or return-related costs.

No refund or replacement can be guaranteed when an order is successfully delivered to the address entered by the customer at checkout.

9. Delivery Attempts and Refused Packages

Customers are responsible for monitoring tracking information and cooperating with the carrier when delivery, identification, customs clearance, or collection is required.

If a package is returned because delivery attempts were unsuccessful, the package was not collected, customs requirements were not completed, applicable customer-paid charges were refused, or the customer rejected the package without authorization, reasonable shipping, return, and handling costs may be deducted from any approved refund where permitted by law.

10. Delayed Shipments

If an order has not arrived within the estimated delivery period, please review the tracking information and contact our customer service team.

We may ask the carrier to investigate the shipment. Carrier investigations can take additional time, and we may need to wait for the investigation results before issuing a replacement or refund.

If we become aware that an order cannot be shipped within the promised period, we will notify the customer and provide an appropriate option, which may include accepting a revised delivery estimate or cancelling the affected order for a refund.

11. Lost Packages

A package will not be considered lost solely because tracking updates are temporarily unavailable.

When a carrier confirms that a package was lost in transit, Nuvora will provide an appropriate remedy, such as a replacement or refund, subject to verification and applicable law.

Customers must cooperate with reasonable carrier investigation requirements and provide any information needed to process the claim.

12. Packages Marked as Delivered

If tracking shows that a package was delivered but it cannot be located, the customer should:

1. Verify that the shipping address on the order is correct;

2. Check the mailbox, entrance, reception area, safe location, or other usual delivery areas;

3. Ask household members, neighbors, building management, or reception staff whether they accepted the package;

4. Contact the local carrier for delivery details; and

5. Notify Nuvora promptly if the package remains missing.

We will assist with a reasonable investigation where possible. A refund or replacement is not automatically guaranteed when carrier records confirm delivery to the address provided at checkout.

13. Damaged Packages, Missing Items, or Incorrect Products

Customers should inspect their orders after delivery.

If an item arrives damaged, leaking, incomplete, or different from the item ordered, please contact us within seven (7) days after delivery and provide:

• The order number;

• A description of the issue;

• Clear photographs or video of the product;

• Photographs of the shipping package and label; and

• Any other information reasonably required to verify the claim.

After verification, we may provide a replacement, refund, or another appropriate solution. This reporting period does not limit any mandatory consumer rights provided by applicable law.

14. Changes and Cancellations

Customers should submit requests to change or cancel an order as soon as possible, preferably within 12 hours after placing it.

Submitting a request does not guarantee that the change or cancellation can be completed. Orders that have already entered processing or been dispatched may no longer be changed or cancelled.

If an order has already shipped, the customer may need to follow the applicable return procedure after delivery.

15. Events Outside Our Control

Nuvora is not responsible for delays caused by events outside our reasonable control, including customs inspections, carrier disruptions, severe weather, natural disasters, public emergencies, strikes, government actions, transportation restrictions, or incorrect delivery information.

This provision does not exclude any responsibility that cannot legally be excluded.

16. Contact Us

For questions about shipping or delivery, please contact:

Velaona
Operated by: Velaona Support Team
Email: Amyperry2783@hotmail.com
Business address: 5142 N Academy Blvd, Colorado Springs, CO 80918, United States

Please include your order number when contacting us about an existing order.