Shipping Policy

Overview

This Shipping Policy outlines the terms and conditions for the delivery of physical products purchased from Velaro. Please review this policy carefully before placing an order.

Note: This policy applies only to physical products. Digital products and software services are delivered electronically and are not subject to shipping terms.

Shipping Locations

Domestic Shipping

We currently ship to all addresses within the United States, including:

• All 50 states
• Washington, D.C.
• Puerto Rico
• U.S. Virgin Islands
• Military addresses (APO/FPO/DPO)

International Shipping

We offer international shipping to select countries. Available destinations and rates can be viewed during checkout. International orders may be subject to:

• Customs duties and import taxes
• Extended delivery times
• Additional documentation requirements

Note: We do not ship to P.O. boxes for certain items. Address restrictions will be indicated at checkout.

Processing Time

Order Processing

• Standard Orders: 4-8 business days
• Custom or Personalized Orders: 5-7 business days
• Bulk or Enterprise Orders: 7-10 business days
• Pre-order Items: Ship on or after the specified release date

Orders placed on weekends or holidays are processed on the next business day.

Order Verification

All orders are subject to verification and fraud screening, which may add 1-2 business days to processing time. We reserve the right to cancel orders that cannot be verified.

Shipping Methods and Rates

Domestic Shipping Options

Standard Shipping (5-7 Business Days)

• Orders under $50: $6.99
• Orders $50-$99: $4.99
• Orders $100+: FREE

Expedited Shipping (3-5 Business Days)

• Flat rate: $12.99
• Free for orders over $200

Express Shipping (2-3 Business Days)

• Flat rate: $24.99
• Available for orders placed before 2:00 PM EST

Overnight Shipping (1 Business Day)

• Flat rate: $39.99
• Must be ordered before 12:00 PM EST
• Available Monday-Thursday only

International Shipping

Shipping costs vary by destination and are calculated at checkout based on:

• Package weight and dimensions
• Destination country
• Selected shipping method

Estimated delivery times: 7-21 business days depending on location.

Order Tracking

Tracking Information

• Tracking numbers are sent via email within 24 hours of shipment
• Track your order at: www.getavrae.com/track-order
• Contact support if you don't receive tracking within 3 business days

Tracking Updates

• Updates may take 24-48 hours to appear after shipment
• International tracking may be limited once packages enter destination country
• Delivery confirmation is provided for all shipments

Delivery

Successful Delivery

• Signature may be required for high-value items (over $500)
• Packages are typically left at the delivery address if signature is not required
• We are not responsible for stolen packages after confirmed delivery
• Consider requiring signature confirmation for added security

Delivery Issues

Failed Delivery Attempts

• Carriers typically make 3 delivery attempts
• Packages are held at local facility for 5-7 days
• After hold period, packages are returned to Avrae
• Reship fees may apply for returned packages

Incorrect Address

• Verify your shipping address before completing checkout
• Address changes must be requested within 24 hours of order placement
• We cannot modify addresses once packages are shipped
• Incorrect addresses may result in return shipping fees

Missing Packages

• Report missing packages within 30 days of estimated delivery
• We will investigate with the carrier and file claims when necessary
• Replacement or refund issued after claim resolution

Shipping Restrictions

Prohibited Items

We cannot ship the following via certain methods:

• Hazardous materials
• Lithium batteries (restrictions apply)
• Aerosols and flammable liquids
• Items prohibited by carrier or destination country

International Restrictions

Some products cannot be shipped internationally due to:

• Export regulations
• Import restrictions in destination countries
• Carrier limitations
• Licensing requirements

Check product pages for international shipping availability.

International Orders

Customs and Duties

Customer Responsibility

• You are responsible for all customs duties, import taxes, and brokerage fees
• These fees are determined by your country's customs authority
• Velaro has no control over these charges
• Packages may be delayed in customs for inspection

Customs Documentation

• We provide accurate customs declarations
• You may be contacted by customs for additional information
• Refused packages due to customs fees are subject to return shipping charges

Delivery Times

International delivery times are estimates only and may be affected by:

• Customs processing and inspections
• Local carrier capabilities
• Weather and natural disasters
• Political events or strikes

Damaged or Lost Shipments

Damaged Packages

If your package arrives damaged:

1. Document the damage: Take photos of the package and contents
2. Contact us immediately: Email support@getavrae.com within 48 hours
3. Do not discard packaging: Keep all materials for carrier inspection
4. File a claim: We will assist in filing a carrier claim

Lost Packages

If your package shows delivered but you haven't received it:

1. Check with neighbors or building management
2. Verify the delivery address in your order confirmation
3. Wait 24 hours (sometimes marked delivered early)
4. Contact us: We will investigate and work with the carrier

Resolution Options:

• Replacement shipment at no charge
• Full refund to original payment method
• Store credit with bonus value

Split Shipments

Orders containing multiple items may ship separately to expedite delivery:

• You will receive separate tracking numbers for each shipment
• No additional shipping charges for split shipments
• Items may arrive on different days

Undeliverable Packages

Packages returned to us as undeliverable due to:

• Incorrect address provided by customer
• Refused delivery
• Failed delivery attempts without rescheduling

Will result in:

• Refund minus original shipping costs and 15% restocking fee
• Option to reship at customer's expense
• 30-day time limit to request reshipment

Order Changes and Cancellations

Before Shipment

• Address changes: Contact us within 24 hours of ordering
• Order cancellation: Free cancellation before processing begins
• Item changes: Subject to availability and processing status

After Shipment

• Orders cannot be changed once shipped
• Use our return process if you need to return items
• Shipping costs are non-refundable for returned items

Holiday and Peak Season Shipping

During high-volume periods (Black Friday, Cyber Monday, holidays):

• Processing times may be extended by 2-3 business days
• Shipping carrier delays may occur
• Order early to ensure timely delivery
• Cutoff dates for guaranteed holiday delivery will be posted on our website

Contact Information

For shipping inquiries or issues:

Velaro Shipping Support
Email: shipping@getavrae.com

Order Status
Check online: www.getavrae.com/track-order
Email: orders@getavrae.com

Shipping Insurance

Included Coverage

All shipments include basic carrier insurance covering:

• Loss during transit
• Damage during shipping
• Delivery to wrong address (carrier error)

Additional Insurance

For high-value orders (over $500), we automatically include additional insurance at no extra charge. For extra protection on any order, contact us before checkout.

Force Majeure

Velaro is not liable for shipping delays or failures caused by circumstances beyond our control, including:

• Natural disasters (hurricanes, earthquakes, floods)
• Severe weather conditions
• Pandemics or public health emergencies
• War, terrorism, or civil unrest
• Labor strikes or carrier service disruptions
• Government restrictions or regulations

Policy Updates

We reserve the right to update this shipping policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services constitutes acceptance of any changes.

Returns

For information about returning shipped items, please refer to our Refund Policy at www.getavrae/refund-policy.