Shipping policy

Shipping Policy

Last Updated: August 17, 2026

At Velnova Mart, we are committed to providing a smooth, reliable, and convenient shopping experience. This Shipping Policy explains how we process, ship, and deliver orders placed through our online store.

1. Order Processing

  • Orders are processed during our regular business days.

  • Orders are generally processed within 1–3 business days after payment confirmation.

  • Orders placed on weekends or public holidays may be processed on the next business day.

  • Once your order has been dispatched, you will receive a shipping confirmation through the contact information provided at checkout.

  • Processing times may occasionally be extended during sales, promotional campaigns, holidays, or periods of unusually high order volume.

2. Shipping Time

Estimated delivery time after dispatch is generally:

  • Major Cities: 2–5 business days

  • Other Areas: 3–7 business days

  • Remote Areas: 5–10 business days

Please note that delivery times are estimates and are not guaranteed. Actual delivery times may vary depending on the destination, courier service, weather conditions, public holidays, or other circumstances beyond our control.

3. Shipping Charges

Shipping charges are calculated and displayed at checkout based on your delivery location, order size, and applicable shipping method.

From time to time, Velnova Mart may offer promotional free shipping on selected products, orders, or locations. Any applicable free-shipping offer will be clearly mentioned on the website.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

  • Full name

  • House/Street address

  • City

  • Province

  • Postal code

  • Active phone number

Velnova Mart is not responsible for delays or failed deliveries resulting from incorrect, incomplete, or outdated delivery information provided by the customer.

If you realize that you entered an incorrect address, please contact us as soon as possible. We will try to assist you before the order is dispatched, but we cannot guarantee that the address can be changed after dispatch.

5. Order Tracking

Where tracking is available, customers will receive tracking information after their order has been dispatched.

Tracking information may take some time to become active after the courier scans and updates the shipment.

Customers can use the provided tracking information to monitor their order's delivery progress.

6. Delayed Deliveries

Although we work with reliable shipping partners, occasional delays may occur due to:

  • Weather conditions

  • Public holidays

  • High order volumes

  • Courier operational issues

  • Incorrect address information

  • Remote-area delivery limitations

  • Unexpected logistical circumstances

If your order has exceeded the estimated delivery timeframe, please contact our customer support team so we can help investigate the shipment.

7. Failed Delivery / Returned Orders

If a shipment cannot be delivered because of an incorrect address, unavailable recipient, refusal to accept the package, or repeated unsuccessful delivery attempts, the package may be returned to us.

If a returned order needs to be shipped again, additional shipping charges may apply.

8. Damaged Packages

Please inspect your package when it arrives.

If your package appears seriously damaged, please contact us as soon as possible and provide photographs or videos of the package and the product.

This will help us investigate the issue with the relevant shipping partner and determine the appropriate solution.

9. Missing or Lost Orders

If your order appears to be lost or has not been delivered within the expected timeframe, please contact us with your order number.

We will work with the relevant courier or delivery partner to investigate the shipment.

Once an order has been handed over to the courier, delivery may be affected by circumstances outside Velnova Mart's direct control.

10. Multiple Products in One Order

Depending on product availability, warehouse location, size, or shipping requirements, items from the same order may occasionally be shipped separately.

If your order is shipped in multiple packages, you may receive separate tracking information for each shipment.

11. Cash on Delivery

If Cash on Delivery (COD) is available for your location, the applicable COD option will be displayed during checkout.

Customers should ensure that they are available to receive and pay for the order when the courier arrives.

Repeated refusal or failure to accept COD orders may affect future order eligibility.

12. International Shipping

At this time, shipping availability depends on the destinations and shipping options displayed at checkout.

If international shipping is offered, additional delivery times, customs duties, taxes, or other charges may apply depending on the destination country.

Any customs duties, import taxes, or destination-specific charges that are not included in the checkout price are generally the responsibility of the customer.

13. Contact Us

If you have any questions regarding your shipment, delivery status, or shipping policy, please contact our customer support team.

Store: Velnova Mart
Email: [Your Support Email]
Phone/WhatsApp: [Your Contact Number]
Business Hours: [Your Business Hours]

Please include your order number when contacting us about an existing order so we can assist you more efficiently.

Important: Delivery estimates provided in this policy are general estimates and may vary depending on the courier, destination, product availability, and other circumstances.