Shipping Policy
Last Updated: July 25, 2025
Thank you for shopping with Velnissa. We want every order to reach you as smoothly and efficiently as possible. This Shipping Policy explains how orders are processed, dispatched, tracked, and handled when delivery issues occur.
By placing an order with Velnissa, you acknowledge and agree to the shipping terms described below.
Order Processing
Once your order has been successfully placed, our fulfillment team begins preparing it for shipment.
Most orders are processed and handed over to the shipping carrier within approximately 3 business days.
Orders placed on weekends or public holidays may begin processing on the next available business day. For example, orders submitted during the weekend are generally processed starting the following Monday.
Estimated Delivery Time
After your order has been dispatched, delivery normally takes approximately:
10–20 business days
Delivery times are estimates and may vary depending on your destination, customs clearance, local postal services, carrier operations, weather conditions, or other circumstances outside our reasonable control.
Shipping Cost
Velnissa currently offers a standard flat-rate shipping fee of:
USD $5.99
The applicable shipping charge will be displayed during checkout before you complete your purchase.
Where We Ship
We provide shipping to customers in many locations worldwide.
Depending on product availability, destination, and fulfillment efficiency, your order may be shipped from one of our fulfillment locations in the:
- United States
- Canada
- Australia
- European Union
- Or directly from one of our manufacturing or fulfillment partners
This fulfillment model allows us to route orders based on availability and delivery destination.
Order Tracking
Once your package has been dispatched, you will receive a Shipping Confirmation Email containing your tracking number.
You may use the tracking number through the carrier's tracking system or a universal tracking service such as 17TRACK.
Please keep in mind that tracking information may not become active immediately. It can take several business days after shipment for the carrier's system to display the first tracking update.
Tracking Delays
It is normal for a shipment to occasionally go several days without a new tracking scan while traveling between logistics facilities.
If your tracking information has shown an update within the previous 7 days, your package is generally still considered to be moving normally through the delivery network.
If there have been no new tracking updates for more than 7 days, please contact our customer support team at:
Include your Order Number and the email address used when placing your order so we can investigate the shipment.
Multiple Packages
Orders containing more than one item may occasionally be divided into separate shipments.
This may happen when products are stored in different fulfillment centers or when sending items separately allows available products to reach you sooner.
If your order is split, you may receive multiple shipping confirmation emails and separate tracking numbers for each package.
Changing Your Order
Requests to change an order are extremely time-sensitive.
If you need to correct your shipping address, recipient information, product selection, quantity, or another order detail, please contact us as soon as possible and ideally within 12 hours of placing your order.
When contacting us, please provide your Order Number, order email address, and a clear description of the change you would like to make.
Because orders may move into fulfillment quickly, we cannot guarantee that changes can be completed once processing has begun.
Missed Deliveries
If a delivery attempt is unsuccessful, the shipping carrier may leave a notice or hold your parcel at a local post office, collection center, or carrier facility.
We recommend contacting your local delivery provider directly using your tracking number for the fastest assistance.
Velnissa is not responsible for packages returned because the customer failed to collect the shipment within the carrier's required collection period.
Packages Lost in Transit
If you believe your parcel has been lost before delivery, please contact us so that we can review the tracking information and, where appropriate, work with the shipping carrier to investigate.
If the carrier confirms that the package was officially lost in transit, Velnissa will arrange a replacement shipment at no additional cost to you.
Packages Marked as Delivered
Once carrier tracking confirms that a shipment has been successfully delivered to the address provided with the order, our responsibility for the shipment is considered fulfilled to the extent permitted by applicable law.
If tracking shows Delivered but you cannot locate the package, we recommend checking with household members, neighbors, building management, reception staff, and your local delivery carrier.
Velnissa is not responsible for parcels that are lost or stolen after confirmed delivery.
Customs, Duties, and Taxes
International shipments may be subject to customs duties, import taxes, VAT, brokerage charges, or other fees imposed by authorities in the destination country.
Unless specifically stated otherwise during checkout, these charges are not included in the product price or standard shipping fee.
Any applicable customs charges, import duties, or taxes are the responsibility of the customer.
We are not responsible for delays, returns, or additional costs resulting from customs procedures or unpaid import charges.
Shipping Address Responsibility
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully review your:
Recipient name, street address, apartment or unit number, city, state or province, postal code, country, and phone number
before completing checkout.
Velnissa cannot be held responsible for packages that are delayed, misdelivered, lost, or returned because inaccurate or incomplete shipping details were provided.
Delivery Time Disclaimer
All processing and shipping timeframes shown on our website are estimates rather than guaranteed delivery dates.
Unexpected delays may occur because of customs inspections, carrier disruptions, severe weather, transportation problems, public holidays, high shipping volumes, government actions, or other factors beyond our reasonable control.
By placing an order with Velnissa, you acknowledge that these circumstances may affect delivery time.
Contact Us
If you have questions regarding shipping, tracking, delivery, or an existing order, please contact our customer support team.
For faster assistance, always include your Order Number and the Email Address used to place the order.
Store Name: Velnissa
Business Category: Pet Supplies
Email: support@velnissa.com
Phone: +1 (405) 299-3259
Company Name:
Ecomma Hong Kong Limited
Business Address:
UNIT 1603, 16TH FLOOR, THE L PLAZA
367 - 375 QUEEN'S ROAD CENTRAL
SHEUNG WAN, HONG KONG