Velix Labs

Customer Care

Shipping Policy

Fast processing, discreet packaging, and full tracking on every order.

How Your Order Gets to You

Order Placed

Payment confirmed

Processing

1–3 business days

In Transit

Tracking emailed to you

Delivered

Discreet packaging

Shipping Speeds — United States Only

Carrier is selected based on your location and order size (USPS, UPS, or FedEx). Delivery estimates are not guaranteed and may vary due to carrier delays or weather.

Standard

5–8 business days

Expedited

2–4 business days

Priority

1–2 business days

Discreet Packaging

All orders ship in plain, unmarked boxes with no branding or product descriptions visible on the outside. Your privacy is our priority.

Tracking

A tracking number is emailed to you the moment your order ships. You can also view it anytime under My Orders in your account.

Shipping Restrictions

  • No international shipping at this time.
  • PO Boxes may not be supported for certain carrier services.
  • If an address issue arises, our team will contact you before shipping.

Lost or Undelivered Packages

We work with the carrier to investigate shipping problems.

Contact us with your order number and tracking details so we can open a carrier investigation. If the carrier confirms a package was lost in transit, we will replace it once. A package marked delivered but not received will be investigated, but replacement or refund is not automatic. We cannot cover losses caused by an incorrect or incomplete customer-provided address. Nothing here limits statutory consumer rights.

What to do if your package shows delivered but didn't arrive

  1. 1Check with neighbors, your building's mailroom, or any secondary delivery location.
  2. 2Contact the carrier directly using your tracking number and personal identification to open a formal inquiry.
  3. 3Carriers have access to GPS scan data and last-mile delivery details that we do not.

Exception — Damaged on Arrival

Confirmed lost-in-transit packages are eligible for one replacement. Damaged or incorrect items are also reviewed with supporting photos.

Contact us within 48 hours of delivery with clear photos of the damage and we will make it right.

Questions?

For any shipping inquiries, reach out to our support team at support@velixlabs.com. Please include your order number for the fastest response.

Last updated: September 2026 — Velix Labs reserves the right to update this policy at any time without prior notice.

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