Shipping policy
Shipping Policy
We ship every VELÁ from our US warehouse. Here's what to expect.
Where we ship
We currently ship to all 50 U.S. states, including Alaska, Hawaii, and U.S. territories (PR, GU, VI, AS, MP).
International shipping is coming soon — pop your email in on the site to be the first to know when your country goes live.
Processing time
Orders are processed within 1–2 business days (Mon–Fri, excluding U.S. holidays). Orders placed after 12pm ET or on weekends are processed the next business day. VIP order care orders jump to the front of the queue and typically ship the same business day.
You'll get an email with a tracking number as soon as your order ships.
Delivery time & cost
| Method | Time (after ship) | Cost |
|---|---|---|
| Standard shipping | 6–12 business days | FREE on all U.S. orders |
| VIP order care | 4–10 business days · ships first from our queue · includes full package protection | +$9 (FREE with 2+ bags) |
Delivery estimates are based on our carriers' averages. Weather, high-volume periods (holidays, product launches), and remote addresses can add a day or two.
VIP order care
VIP order care includes two things:
- Priority handling. Your order jumps to the front of our queue and ships first — usually the same business day.
- Full package protection. If your package is lost by the carrier, stolen from your porch, or arrives damaged, email us with your order number and we'll send a free replacement.
VIP order care is included free with any 2+ bag bundle.
Tracking your order
You'll get a shipping confirmation email with a tracking link as soon as your label is created. Trackers update within 24 hours of the carrier scanning the package. If it's been more than 48 hours and there's still no movement, email us and we'll investigate.
Missing, delayed, or damaged packages
- Marked delivered but not received: Check with neighbours and household members, then look around your porch. Carriers occasionally scan early. If it's still missing after 48 hours, email us — VIP orders are covered for a free replacement, and we'll do our best to help with standard orders too.
- Delayed in transit (no updates for 7+ days): Email with your order number. If the package is confirmed lost, we'll send a replacement (VIP) or work with the carrier to file a claim (standard).
- Damaged in transit: Email us photos within 7 days of delivery and we'll send a replacement.
Shipping to PO boxes & APO/FPO
Yes — we ship to PO boxes and military APO/FPO addresses via USPS. Delivery to APO/FPO can take 2–4 weeks.
Taxes & duties
Sales tax is calculated at checkout based on your shipping address, where applicable. For domestic U.S. orders there are no additional customs fees.
Address changes
Need to change your shipping address? Email us within 1 hour of ordering and we'll do our best to update it before your order ships. Once a label is generated, we can't change the destination — you'll need to contact the carrier or wait for the package to arrive and forward it.
Questions?
— we usually reply within one business day.