Shipping policy

Last Updated: October 21, 2026

This Shipping Policy explains how orders are processed, shipped, tracked, and delivered for purchases made through www.vellastep.com.

For information about returns and refunds, please review our Return & Refund Policy.

1. Order Processing Time

Orders placed through Vellastep are generally processed within 1–3 business days after payment has been confirmed.

Business days are Monday through Friday, excluding applicable U.S. public holidays. Orders placed on weekends or public holidays may begin processing on the next business day.

Order processing time is separate from shipping transit time. After your order has shipped, we will send a shipping confirmation email containing available tracking information.

2. Shipping Destinations

Vellastep currently offers shipping to the following destinations, subject to product availability and the shipping options available at checkout:

Australia, Austria, Belgium, Bulgaria, Canada, Caribbean Netherlands, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, and United States.

Available shipping services, delivery estimates, and shipping charges may vary by destination. Please confirm that your delivery address is eligible for shipping and review the available options and applicable charges displayed at checkout before completing your purchase.

3. Shipping Fees

Free shipping is available for eligible orders delivered within the United States when the free shipping option is available at checkout.

For orders shipped outside the United States, shipping fees and available shipping methods are displayed at checkout. International orders are not automatically eligible for free shipping.

Please review the shipping method and applicable charges presented at checkout before completing your purchase.

4. Estimated Delivery Time

Our general shipping transit time is approximately 6–9 business days after an order has been shipped.

Order processing generally takes an additional 1–3 business days before shipment. Accordingly, the estimated timeframe from order placement to delivery is approximately 7–12 business days under normal processing and shipping conditions.

Delivery timeframes are estimates and are not guaranteed delivery dates. Actual delivery times may vary depending on the destination, carrier operations, customs clearance, public holidays, weather conditions, and other circumstances beyond our reasonable control.

Please review any delivery estimate displayed at checkout before completing your purchase. If a different estimate is displayed for your specific order, review the applicable shipping option and terms before placing the order.

For international shipments, customs inspections, import procedures, and destination-country requirements may cause additional delays.

5. Shipping Confirmation and Order Tracking

After your order has shipped, Vellastep will send a shipping confirmation email to the email address provided at checkout. The email will contain available tracking information.

Tracking information may not become active immediately after the shipping confirmation email is sent. Updates depend on when the carrier receives, scans, and processes the package.

Please use the tracking information in your shipping confirmation email to check your shipment's progress. If you cannot find the email, please check your spam or junk folder.

If tracking information remains unavailable or your shipment appears to have stopped progressing, please contact us at hello@vellastep.com for assistance.

6. Shipping Address and Address Changes

Please ensure that your shipping address and contact information are accurate and complete when placing your order. Include all necessary details, such as your apartment, unit, suite, and postal code where applicable.

If you notice an error in your shipping address, contact us as soon as possible at hello@vellastep.com. Please include your order number and the corrected address.

We can attempt to update an address only if the order has not yet shipped and the requested change can be accommodated. We cannot guarantee that an address change request will be successful.

Once an order has shipped, we generally cannot change the delivery address directly. You may contact the carrier to ask whether any delivery modification options are available.

7. Delayed, Lost, Damaged, Missing, or Incorrect Orders

If your order appears to be delayed, please check the tracking information first. Carrier delays, customs inspections, severe weather, and other circumstances may affect delivery times.

If your package appears to be lost, is marked as delivered but cannot be located, arrives damaged, is missing items, or contains an incorrect product, please contact us at hello@vellastep.com.

Please include your order number, tracking information if available, a description of the issue, and relevant photographs when appropriate, such as photographs of damaged items or packaging.

We will review the information provided and investigate the issue with the relevant shipping or fulfillment parties as appropriate. Depending on the circumstances and the findings of the investigation, an appropriate resolution may include a replacement, refund, or another remedy available under our policies and applicable law.

If an item is damaged, defective, missing, or incorrect because of an error attributable to Vellastep, we will provide appropriate instructions to resolve the issue. Where a return is required, Vellastep will cover the applicable return shipping costs.

Please report delivery issues as soon as reasonably possible so that we can investigate and assist you. Nothing in this policy limits any rights or remedies available to you under applicable law.

8. Undeliverable or Refused Packages

A package may be returned to us if the delivery address is incorrect or incomplete, delivery attempts are unsuccessful, delivery is refused, or another circumstance prevents successful delivery.

If a package cannot be delivered for a reason attributable to the recipient and you request reshipment, additional shipping charges may apply. We will communicate any applicable reshipment charges before arranging a new shipment.

If the delivery failure results from an error attributable to Vellastep or another circumstance for which the customer should not reasonably be responsible, we will review the situation and handle any reshipment charges appropriately.

If your package is returned to us, please contact hello@vellastep.com so that we can review the circumstances and explain the available options.

9. Returns and Refunds

Eligible items may be returned within 30 days of receipt, subject to the eligibility requirements and conditions described in our Return & Refund Policy.

Please contact Vellastep and obtain return authorization and instructions before sending any item back. Do not send a return to our business address unless we have specifically instructed you to do so.

Vellastep covers return shipping costs for eligible ordinary returns, including qualifying returns due to size, color, or personal preference, subject to our Return & Refund Policy and the return instructions provided by our customer service team.

No restocking fee applies to eligible returns.

If an item is damaged, defective, or incorrect, please contact us before arranging a return so that we can provide appropriate instructions.

Approved refunds are issued to the original payment method unless otherwise required by applicable law or otherwise agreed with you. The time required for a refund to appear in your account depends on your payment provider or financial institution. We cannot guarantee a specific posting time after the refund has been issued.

Please review our Return & Refund Policy for complete return eligibility requirements and procedures.

10. Customs Duties, Import Taxes, and Other Charges

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or relevant authorities.

Whether these charges apply, and who is responsible for paying them, depends on the destination, the terms presented at checkout, and applicable law. Please review any charges disclosed at checkout and check your destination country's import requirements before placing an international order.

Customs inspections and clearance procedures may affect delivery times. Vellastep cannot guarantee the duration of customs processing.

11. Contact Us

If you have questions about shipping, delivery, tracking, or an existing order, please contact us using the information below.

Store Name
Vellastep

Email
hello@vellastep.com

Phone
+1 660-683-5307

Business Address
294 Hwy H
Henley, MO 65040
United States

Website
https://www.vellastep.com/

Customer Service Hours
Monday–Friday: 9:00 AM–6:00 PM Central Time (CT)
Saturday–Sunday: Closed