Shipping Policy

Orders are usually processed within 1–3 business days after payment is received.

Processing time does not include weekends or public holidays. During busy periods, holidays, sales events, or unexpected logistics delays, order processing may take slightly longer.

If your order requires additional verification or shipping information, our support team may contact you before dispatch.

Standard delivery usually takes 7–15 business days, depending on your destination, shipping route, customs handling, and local courier efficiency.

Delivery times may vary due to factors outside our control, including:

• Customs clearance
• Local courier delays
• Peak holiday seasons
• Extreme weather
• Carrier strikes
• Incorrect or incomplete shipping information
• Remote delivery areas

Velivape will do our best to help monitor your shipment, but delivery time may vary depending on the destination country and carrier conditions.

Velivape provides international shipping to supported regions.

For many supported shipping routes, we aim to use shipping solutions with prepaid duties and taxes where available. This may help reduce customs-related issues for customers.

Supported DDP or duty-prepaid routes may include regions such as:

• European Union
• United States
• Australia
• Japan
• Other supported destinations where available

For some countries or special destinations, prepaid duties and taxes may not be available. Please contact our support team before placing an order if you are unsure whether your destination is supported.

Depending on your location and product availability, your order may be shipped from our China warehouse, European fulfillment route, or another available logistics channel.

We work with reliable shipping carriers and local delivery partners, including:

• DHL
• DPD
• UPS
• FedEx
• GLS
• Local postal services
• Local last-mile delivery partners

The actual carrier may vary depending on destination, parcel size, logistics availability, and delivery route.

Some orders may be delivered directly to your address, while others may be delivered to a nearby pickup point, parcel locker, or local courier station depending on local delivery rules.

Once your order has been shipped, you will receive a tracking number by email.

You can track your order through:

• The Velivape order tracking page
• The carrier’s official tracking website
• Local courier tracking pages, if applicable

Tracking information may take 24–72 hours to update after the parcel is first handed over to the carrier.

If your tracking information has not updated for several days, please contact our support team and we will help check the shipment status.

Shipping costs are calculated at checkout based on your order, shipping destination, product weight, and available shipping methods.

Any available free shipping, discounted shipping, or special shipping promotion will be shown at checkout.

Original shipping fees are generally non-refundable unless the issue is caused by our error, such as an incorrect shipment, confirmed product defect, or carrier-related issue covered by our policy.

Customers are responsible for providing accurate and complete shipping information when placing an order.

Please carefully check the following before completing your purchase:

• Full name
• Phone number
• Email address
• Street address
• Apartment or unit number
• City
• State or province
• Postal code
• Country

If a package cannot be delivered due to an incorrect address, incomplete address, wrong phone number, refusal of delivery, failure to collect the parcel, or other customer-related issue, the customer may be responsible for additional reshipment fees.

On certain shipping routes, packages that fail to deliver may be returned, held, or destroyed by the carrier or customs. Velivape is not responsible for losses caused by incorrect shipping information, failure to respond to courier notices, or failure to collect the package in time.

In such cases, refunds or free reshipments may not be available.

If your tracking status shows that the parcel is delayed, held, undeliverable, awaiting pickup, or marked as an exception, please contact the local courier as soon as possible using your tracking number.

Customers should respond promptly to courier calls, delivery notices, pickup messages, or customs-related notifications.

Velivape is not responsible for delivery failure caused by:

• Customer not answering courier calls
• Failure to collect the parcel from a pickup point
• Incorrect or incomplete shipping details
• Refusal of delivery
• Missed delivery attempts
• Local courier storage expiration
• Customs or carrier destruction caused by customer inaction

If you notice any delivery issue, please contact both the local carrier and Velivape support as soon as possible.

If your order is delayed, lost, or damaged during shipping and the issue is not related to incorrect address information or customer-related delivery failure, please contact our support team immediately.

To help us review the issue quickly, please provide:

• Your order number
• Tracking number
• A clear description of the issue
• Photos of the package, if damaged
• An unboxing video, if available

We strongly recommend recording an unboxing video when you receive your package. This helps provide clear evidence if any item is damaged, missing, or incorrect.

Velivape will work with the shipping carrier to investigate the issue and may arrange a replacement, refund, or other solution depending on the specific case.

For supported routes, Velivape may use duty-prepaid or DDP-style shipping where available.

However, customs policies vary by destination country. In some cases, local customs, taxes, import duties, or additional fees may apply depending on local regulations.

If a customs-related issue occurs, Velivape will review the situation individually and assist where possible.

Customers are responsible for following local laws and import regulations in their destination country.

If you have any questions about shipping, tracking, delivery issues, or supported destinations, please contact our customer support team:

Email: support@velivape.com

Thank you for choosing Velivape. We appreciate your trust and look forward to serving you.