Shipping policy
Shipping Policy
Processing Time
At VELORIEN, each order is carefully prepared before shipment to ensure that every agarwood incense collection, incense holder, ritual object, and aromatic product is thoughtfully inspected and packaged.
Orders are typically processed and prepared for shipment within 2–5 business days after payment confirmation.
During new collection launches, seasonal holidays, or periods of high demand, processing times may be slightly extended as we maintain the quality and care behind each order.
International Shipping & Rates
VELORIEN delivers its collection of natural agarwood incense, Hainan agarwood products, incense holders, ritual objects, and aromatic accessories to selected destinations worldwide.
Standard Shipping Rates
- Standard International Shipping: A flat rate of $7.90 USD applies to orders below $79.00 USD.
- Complimentary Shipping: Enjoy free standard shipping on orders of $79.00 USD and above.
Shipping availability and delivery options may vary depending on the destination country and local delivery conditions.
Estimated Delivery Times
Estimated delivery times begin after order processing is completed.
United States
7–15 business days
Europe
7–18 business days
Asia
5–10 business days
Middle East
7–18 business days
Delivery times are estimates and may vary due to customs processing, local carrier operations, seasonal shipping volumes, weather conditions, or other circumstances outside our reasonable control.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing tracking information where available.
Please allow some time for tracking information to become active after shipment.
If you experience any concerns regarding your shipment, please contact our customer care team at:
We will assist with tracking updates and delivery-related questions.
Customs, Duties & Import Charges
VELORIEN ships internationally through selected logistics partners and shipping arrangements.
For destinations where customs clearance and import charges are included within our shipping arrangements, customers will not be required to pay additional customs fees upon delivery.
For destinations where import charges are not included, customers may be responsible for applicable customs duties, import taxes, or local handling fees required by the destination country.
Customs regulations vary by location, and VELORIEN cannot control decisions made by local customs authorities.
Shipping Delays
International shipping may occasionally experience delays due to:
- Customs clearance procedures
- Local postal or carrier operations
- Weather conditions
- International logistics disruptions
- Peak seasonal shipping periods
- Other circumstances outside our reasonable control
VELORIEN will always make reasonable efforts to assist with shipment inquiries and delivery issues.
A package will not be considered lost solely because it has exceeded its estimated delivery window. Where necessary, we may first work with the relevant carrier or logistics provider to investigate the shipment status.
Lost or Missing Packages
If your package appears to be lost or has not arrived within a reasonable timeframe, please contact:
Please include:
- Your order number
- Tracking information, if available
- Any relevant delivery details
VELORIEN will work with the appropriate carrier or logistics provider to investigate the shipment and determine the appropriate resolution.
Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping information at checkout.
If an incorrect address is provided, please contact us as soon as possible.
Once an order has entered fulfillment or shipment, we may not be able to modify the delivery address.
Additional shipping costs resulting from incorrect customer-provided information may be the responsibility of the customer where applicable.
Contact
For questions regarding shipping, tracking, or delivery, please contact:
VELORIEN
Email: hello@velorien.co
Website: velorien.co