Shipping policy
Processing & Shipping Times
For standard shipping, please allow 2–5 business days for order processing and fulfillment before your tracking number shows movement.
Once shipped, delivery to South Africa typically takes 8–12 business days, depending on your location. Delivery times may be affected by customs processing, local courier delays, weather conditions, or public holidays.
If it has been more than 45 days since you placed your order and you have not received your package, please contact us at contact@velarp.com.
Delivery Confirmation & Reporting Issues
Once a shipment is marked as “Delivered” by the carrier, responsibility for the order transfers to the customer.
Any delivery-related issues — including missing items, incorrect items, or delivery disputes — must be reported to us within 3 business days of the delivery confirmation date.
Reports submitted after 3 business days may not be eligible for a free replacement or refund, as we are unable to file claims or request reshipments with the carrier or supplier after this timeframe.
Delivery Responsibility
We do everything within our control to ensure your order is delivered safely and promptly. Parcels may be left in a secure location by the courier; however, the customer is responsible for ensuring availability at the delivery address.
The buyer assumes full responsibility for lost or stolen packages once delivery has been confirmed, as well as for issues arising from incorrect or incomplete shipping information.
If we notify you by email of a delivery issue (such as a failed delivery attempt, incorrect address, or parcel delay), it is the customer’s responsibility to contact the local courier directly. Once a parcel has been shipped, we are unable to intervene with local delivery agents.
If the email address provided at checkout is incorrect and we are unable to reach you, the responsibility lies with the buyer to ensure accurate contact information was provided.
Address Changes & Order Modifications
Please double-check your shipping address before confirming your order. By placing an order, you confirm that all information entered — including the shipping address — is accurate.
We can only update shipping details or make order changes (such as sizing, quantity, or cancellations) if you notify us by email within 3 hours of placing your order or before the order has been shipped, whichever comes first.
Taxes & Duties
Any applicable import duties, customs fees, or taxes imposed by South African authorities are the sole responsibility of the customer.
Unexpected Delays
Delays caused by shipping carriers, customs authorities, weather conditions, or other circumstances beyond our control may occur. We cannot be held responsible for such delays and reserve the right to extend delivery timelines accordingly.
If more than 45 days have passed since your order was placed and you have not received your package, please contact us at contact@velarp.com.