Shipping policy
SHIPPING POLICY
This Shipping Policy applies to purchases made through Velmy, operated by PRIMELOOX LLC.
1. ORDER FULFILLMENT
Physical products purchased through Velmy are fulfilled and shipped by our international logistics and fulfillment partners, including facilities located in China.
2. ORDER PROCESSING
Orders are normally processed within one (1) to three (3) business days after payment has been successfully confirmed.
Processing time is separate from shipping time and excludes weekends and public holidays. Additional verification may occasionally extend processing time.
Once your order has been dispatched, you will receive a shipping confirmation with the available tracking information.
3. ESTIMATED DELIVERY TIMES
The following delivery estimates are calculated from the date of dispatch and do not include order processing time.
STANDARD DESTINATIONS: 4–8 BUSINESS DAYS
Estimated delivery is four (4) to eight (8) business days for orders shipped to:
• The United States, excluding certain remote or extended-service areas;
• Member States of the European Union;
• The United Kingdom;
• Australia, excluding certain remote or extended-service areas.
OTHER EUROPEAN DESTINATIONS: 15–18 BUSINESS DAYS
Orders shipped to European countries outside the European Union, other than the United Kingdom, may require approximately fifteen (15) to eighteen (18) business days.
Additional time may be required due to customs procedures, local delivery networks or destination-specific requirements.
REMOTE AND EXTENDED-SERVICE AREAS: 15–18 BUSINESS DAYS OR LONGER
Remote, rural, island, mountainous or otherwise difficult-to-access destinations may require approximately fifteen (15) to eighteen (18) business days, and sometimes longer.
Depending on the carrier, delivery address and service availability, these areas may include:
• Puerto Rico and other United States territories;
• Certain locations in Alaska and Hawaii;
• The United States Virgin Islands;
• The Scottish Highlands and Islands;
• The Channel Islands and the Isle of Man;
• The Canary Islands, Ceuta and Melilla;
• Madeira and the Azores;
• Remote Greek islands;
• Rural and remote regions of Australia;
• Other locations classified by the carrier as remote or extended-service areas.
These examples do not guarantee that shipping is available to every listed destination. Available destinations are shown at checkout.
4. DELIVERY ESTIMATES AND DELAYS
Delivery timeframes are estimates, not guaranteed delivery dates.
Delivery may be affected by:
• Customs clearance or import inspections;
• International transportation delays;
• Carrier or postal service disruptions;
• Incorrect or incomplete delivery information;
• Severe weather or natural events;
• Public holidays or unusually high demand;
• Security inspections or local regulatory restrictions;
• Remote-area accessibility.
If your order has not arrived within the estimated timeframe, please contact info@primeloox.com so we can investigate.
These estimates do not limit your rights concerning delayed delivery, cancellation or refunds under applicable consumer law. Velmy remains responsible for fulfilling its delivery obligations where required by law.
5. TRACKING INFORMATION
Once your order has been dispatched, you will receive a tracking number when tracking is available.
Tracking information may take several business days to become active or display new updates, particularly during international transportation or customs clearance.
A temporary lack of tracking updates does not necessarily mean that a shipment has been lost.
For tracking assistance, contact info@primeloox.com.
6. INCORRECT OR INCOMPLETE SHIPPING INFORMATION
Please provide a complete and accurate delivery address, recipient name and contact information.
Incorrect or missing details may cause delivery delays, failed delivery attempts or the return of your shipment.
If you notice an error, contact info@primeloox.com as soon as possible. Address changes cannot be guaranteed once an order has been processed or dispatched.
Where a shipment must be resent because of incorrect information supplied by the customer, additional shipping charges may apply where permitted by law. Any applicable charges will be communicated before reshipment.
Nothing in this section excludes responsibility for errors made by Velmy or its fulfillment partners.
7. SHIPMENTS MARKED AS DELIVERED
If tracking shows your order as delivered but you cannot locate it, please:
• Check the delivery area and any designated safe place;
• Check with members of your household or building;
• Check with neighbours where appropriate;
• Contact the carrier for delivery details.
If the package still cannot be located, contact info@primeloox.com so we can investigate with the carrier.
A carrier’s delivery status does not, by itself, remove any mandatory consumer rights. Responsibility for loss and delivery will be determined in accordance with applicable law.
8. CUSTOMS DUTIES, TAXES AND IMPORT CHARGES
International orders may be subject to customs duties, import taxes or handling fees imposed by the destination country.
Any charges collected by Velmy will be shown at checkout. Additional destination charges may be payable by the customer where permitted by applicable law and appropriately disclosed before purchase.
Velmy does not set charges imposed by customs authorities. Please contact us before ordering if you need clarification about potential import charges.
Customers must comply with applicable import requirements. Nothing in this section transfers obligations that legally remain with Velmy to the customer.
9. CONTACT INFORMATION
For questions about shipping, tracking or delivery, contact:
Velmy
Operated by PRIMELOOX LLC
Email: info@primeloox.com