Shipping policy
Last updated: March 23, 2026
Thank you for shopping with Velasola. We are committed to delivering your order accurately and efficiently. This Shipping Policy outlines our shipping practices, estimated delivery times, and your responsibilities as a customer. By placing an order on our website, you agree to the terms outlined in this Shipping Policy.
This Shipping Policy is incorporated into and subject to our Terms of Service. In the event of any conflict between this Shipping Policy and our Terms of Service, the Terms of Service shall prevail.
1. Order Processing
All orders are processed within 1–3 business days (Monday through Friday, excluding statutory holidays). Orders placed after 2:00 PM EST or on weekends and holidays will begin processing the next business day.
You will receive a confirmation email once your order is placed. A second notification with tracking information will be sent when your order has shipped. Please note that receiving an order confirmation does not constitute acceptance of your order. We reserve the right to accept or decline any order in accordance with our Terms of Service.
During promotional events, product launches, or peak holiday periods, processing times may be extended by an additional 1–2 business days. We will communicate any significant delays via email.
2. Shipping Destinations and Estimated Delivery Times
Velasola currently ships to Canada, the United States, and select international destinations. Estimated delivery times begin from the date of shipment, not the date of order placement, and are provided as estimates only — they are not guaranteed.
| Destination | Standard Shipping | Expedited Shipping |
|---|---|---|
| Canada | 5–8 business days | 2–4 business days |
| United States | 5–10 business days | 3–5 business days |
| United Kingdom | 7–14 business days | 5–8 business days |
| European Union | 7–14 business days | 5–8 business days |
| Australia / New Zealand | 10–18 business days | 7–12 business days |
| Rest of World | 10–21 business days | Varies by location |
Expedited shipping options may not be available to all destinations. Available shipping methods and rates will be displayed at checkout based on your delivery address.
Delivery times to remote, rural, or hard-to-reach areas may exceed the estimates above. We are not responsible for delays caused by shipping carriers, weather events, natural disasters, customs processing, or other circumstances beyond our control.
3. Shipping Rates
Shipping rates are calculated at checkout based on your delivery address, order weight, and selected shipping method. We may offer free standard shipping on orders above a certain threshold — any active free shipping promotions will be displayed on our website and applied automatically at checkout.
Free shipping promotions, when offered, apply to standard shipping only. Expedited shipping upgrades are available at an additional cost. Free shipping offers may be subject to geographic restrictions and cannot be combined with other promotions unless explicitly stated.
4. International Shipping — Customs, Duties, and Taxes
For orders shipped outside of Canada, your package may be subject to import duties, customs fees, taxes (including VAT/GST), brokerage fees, or other charges imposed by your country’s customs authority. These charges are the sole responsibility of the recipient and are not included in our product prices or shipping costs.
Velasola has no control over these charges, cannot predict their amount, and is not responsible for any customs delays, fees, or taxes. We strongly recommend contacting your local customs office for information on applicable charges before placing an international order.
Customs fees, duties, and taxes are non-refundable by Velasola, as they are collected by your government, not by us. If you refuse a shipment or fail to pay applicable customs charges, resulting in the package being returned to us, you will be responsible for return shipping costs and a restocking fee may apply in accordance with our Refund Policy.
5. Dietary Supplement Import Restrictions
Please be aware that dietary supplements may be subject to import restrictions, labeling requirements, or outright prohibitions in certain countries. It is your responsibility to verify that the products you are ordering are permitted for import into your country or region before placing your order.
Velasola is not liable for packages that are seized, held, destroyed, or returned by customs authorities due to local import regulations regarding dietary supplements, health products, or any of the ingredients contained in our products. No refund will be issued for orders confiscated or destroyed by customs unless otherwise required by applicable law.
6. Tracking Your Order
Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to track your package. Please allow up to 24–48 hours after receiving the shipping confirmation for the tracking information to update in the carrier’s system.
If your tracking information has not updated within 5 business days of shipment, or if it shows an error, please contact us at support@velasola.com and we will investigate with the carrier on your behalf.
We are not responsible for tracking information errors or delays caused by the shipping carrier.
7. Address Accuracy
You are responsible for providing a complete and accurate shipping address at the time of checkout. Velasola is not responsible for orders shipped to an incorrect or incomplete address provided by you.
If you discover an error in your shipping address after placing your order, contact us immediately at support@velasola.com. We will make reasonable efforts to update the address before shipment, but we cannot guarantee that changes can be made once the order has been processed or handed to the carrier.
If an order is returned to us due to an incorrect address provided by you, you will be responsible for the cost of re-shipping the order. If you prefer a refund instead of re-shipment, the refund will be subject to deduction of original shipping costs and any applicable restocking fees.
8. Delivery Confirmation
Delivery confirmation provided by the shipping carrier (including electronic confirmation, GPS scan, and/or photo confirmation) is deemed sufficient proof of delivery, even without a physical signature, in accordance with our Terms of Service.
If you believe your package was marked as delivered but you have not received it, please take the following steps: check with household members or neighbors, check any secure or alternate delivery locations at your address, and contact the carrier directly with your tracking number. If the package cannot be located, contact us at support@velasola.com within 7 days of the delivery confirmation date and we will work with the carrier to investigate.
Velasola is not responsible for packages stolen from your delivery location after the carrier has confirmed delivery.
9. Undeliverable Packages
If a package is returned to us as undeliverable due to an incorrect address, refusal to accept delivery, failure to collect from a post office or customs facility, or an unclaimed package after the carrier’s holding period, the following will apply:
We will contact you to arrange re-shipment. Re-shipment will be at your expense. If you prefer a refund instead, original shipping costs will not be refunded and a restocking fee of up to 25% of the order value may apply, in accordance with our Refund Policy.
10. Lost or Delayed Orders
If your order has not arrived within 7 business days beyond the estimated delivery window for your region, please contact us at support@velasola.com with your order number and we will investigate with the shipping carrier.
For international orders, please allow additional time for customs processing before reporting an order as lost. We recommend waiting at least 10 business days beyond the estimated delivery window for international shipments before contacting us.
If a shipment is confirmed lost by the carrier, we will, at our discretion, send a replacement order or issue a full refund including shipping costs. We may require you to provide a declaration or additional information before processing a lost package claim.
11. Split Shipments
If your order contains multiple items, it may be shipped in separate packages from different locations or at different times. Each shipment will generate its own tracking number, and you will be notified via email as each package ships. You will not be charged additional shipping for split shipments.
12. Order Modifications and Cancellations
If you need to modify or cancel your order, please contact us at support@velasola.com as soon as possible after placing your order. We will make reasonable efforts to accommodate your request, but we cannot guarantee that changes can be made once the order has entered processing or been handed to the carrier.
If your order has already shipped, it cannot be modified or cancelled. You may instead initiate a return once you receive the package, in accordance with our Refund Policy.
13. P.O. Boxes and Military Addresses
We can ship to P.O. boxes and APO/FPO/DPO military addresses for standard shipping only. Expedited shipping options are not available for these address types. Please note that delivery to P.O. boxes and military addresses may take longer than standard residential delivery estimates.
14. Risk of Loss
Title and risk of loss for all products pass to you upon our delivery of the products to the shipping carrier. While we will assist in filing claims for lost or damaged packages, Velasola is not responsible for any loss or damage that occurs after the products have been transferred to the carrier.
15. Shipping Restrictions
Certain products may not be available for shipment to all locations due to regulatory restrictions, carrier limitations, or import laws. If we are unable to ship to your address, we will notify you and issue a full refund for any affected items.
We reserve the right to restrict shipments to certain regions or addresses at our sole discretion, including for fraud prevention purposes.
16. Subscription Shipments
If you are enrolled in a subscription plan, your recurring orders will be processed and shipped automatically according to the frequency you selected at the time of purchase. You will receive a shipping confirmation email with tracking information for each subscription shipment.
If you need to update your shipping address for future subscription orders, please update your address in your account settings or contact us at support@velasola.com before your next billing date. We are not responsible for subscription shipments sent to outdated addresses that you have not updated.
For information on pausing, modifying, or cancelling your subscription, please refer to our Refund Policy.
17. Changes to This Policy
We reserve the right to update this Shipping Policy at any time. Any changes will be posted on this page with the updated effective date above. Changes to this policy will not affect orders that have already been placed and confirmed.
Contact Us
If you have any questions about shipping, delivery, or your order status, please contact us:
Email: support@velasola.com
Velasola
895 Don Mills Rd
Toronto, ON, M3C1W3, Canada