Shipping policy
Shipping Policy
Last updated: 4 September 2026
Thank you for shopping with VelaX. This policy explains how we process, ship, and deliver your order. If anything here is unclear, email us at support@tryvelax.com and we'll walk you through it.
Order processing
Orders are processed Monday to Friday, excluding public holidays.
- Processing time: 1–3 business days. This covers payment verification, quality inspection, and packing.
- Orders placed after 5:00 PM CST, or on a weekend or holiday, begin processing the next business day.
- During launches, promotions, and peak seasons, processing may take up to 5 business days. We post a notice on our site whenever this applies.
You'll receive a confirmation email as soon as your order is placed, and a second email with tracking once it ships.
Where we ship from
VelaX products are manufactured and dispatched from our production and fulfilment partners in China. We ship directly to you rather than through warehouses, distributors, and retail middlemen. That's how our pricing stays where it is — the trade-off is a longer transit time than a domestic-only brand. We'd rather tell you that before you buy than surprise you afterwards.
Discreet packaging
Every VelaX order ships in plain, unbranded outer packaging. There is nothing on the outside of the box that names the product, describes its category, or pictures its contents. The shipping label carries our trade name only.
Your card statement shows our trade name, not a product description.
Digital products
Our eBooks and digital guides are delivered by email immediately after your payment is confirmed, usually within a few minutes. They carry no shipping charge, and none of the transit times above apply to them.
If your download link hasn't arrived within one hour, check your spam folder first, then email support@tryvelax.com and we'll resend it.
Orders that mix a digital product with a physical one are not held together: the download arrives straight away, and the physical item ships on its own schedule.
Delivery times
Delivery time = processing time + transit time.
| Destination | Standard | Express |
|---|---|---|
| United States | 8–15 business days | 5–9 business days |
| Canada | 10–18 business days | 6–11 business days |
| United Kingdom | 8–16 business days | 5–10 business days |
| European Union | 9–18 business days | 6–11 business days |
| Australia & New Zealand | 9–17 business days | 6–11 business days |
| Rest of world | 12–25 business days | 8–15 business days |
These are estimates, not guarantees. Customs clearance, carrier backlogs, weather, and holiday volume can extend them. Since the United States ended its de minimis exemption, every inbound parcel now requires a formal customs entry, which has added a few days to clearance across all carriers.
If your order hasn't arrived within 30 business days of the ship date, contact us and we'll either send a replacement or refund you in full.
Shipping rates
- Free standard shipping on all orders over $60 USD.
- Standard shipping under $60: $5.95 USD
- Express shipping: $14.95 USD
Your exact rate is calculated at checkout, before payment, based on destination and cart weight.
Customs, duties, and import taxes
VelaX ships Delivered Duty Paid (DDP). All customs duties, tariffs, and import taxes are already included in the price you pay at checkout. You will never be asked to pay anything to the carrier on delivery.
We handle customs clearance and remit duties on your behalf. If a carrier ever contacts you asking for a duty payment on a VelaX order, do not pay it — forward the message to support@tryvelax.com and we'll resolve it with the carrier directly.
Sales tax and VAT, where applicable, are shown separately at checkout in line with the rules of your country.
Tracking your order
You'll receive a tracking number by email as soon as your parcel is dispatched.
- Tracking can take 3–5 business days to show its first scan. This is normal and does not mean your parcel is lost.
- Once the parcel reaches your country, it's handed to a local carrier and tracking updates become more frequent.
- Track your order any time at tryvelax.com/pages/track-your-order.
Split shipments
If you order several items, they may ship separately and arrive on different days. You are never charged extra for this. Each parcel travels with its own tracking number.
Delays
Some delays sit outside our control:
- Customs inspection or clearance backlogs
- An incorrect or incomplete shipping address
- Failed delivery attempts
- Extreme weather, strikes, or public holidays
- Peak periods such as Black Friday and Lunar New Year
We monitor every order in transit. When something stalls, we chase the carrier without waiting for you to ask.
Incorrect addresses
Please check your shipping address carefully before completing checkout.
We can change an address only while an order is still in processing — email support@tryvelax.com immediately and we'll do our best. Once a parcel has shipped, the address can no longer be changed.
Parcels returned to us because of an incorrect address can be reshipped at your cost, or refunded minus the original shipping cost.
Lost, stolen, or damaged parcels
- Marked delivered but missing: check with neighbours and your building's mail room first, then contact us within 7 days of the delivery scan. We'll open a carrier investigation on your behalf.
- Lost in transit: if tracking shows no movement for 15 business days, we send a replacement or issue a full refund — your choice.
- Arrived damaged: send photos of the item and its outer packaging to support@tryvelax.com within 7 days of delivery and we'll replace it free of charge.
Undeliverable and refused parcels
If a parcel is refused at delivery, or returned to us unclaimed, we refund the item value once it reaches our facility. Original shipping costs and duties already paid are non-refundable, as those were spent getting the parcel to you.
Addresses we can't ship to
We currently cannot deliver to PO boxes, APO/FPO military addresses, or freight forwarders. Orders placed to these addresses will be cancelled and refunded in full.
Cancellations
You can cancel free of charge while your order is still in processing. Once it has shipped, our Refund Policy applies instead.
Contact us
- VelaX (trade name: Try Velax)
- Email: support@tryvelax.com
- Phone: 309-945-6929
- Support hours: Monday–Friday, 9:00 AM–6:00 PM CST
- Registered address: 7221 Highway 70 S, Nashville, TN 37221, United States
We reply to every email within 24 hours on business days.