Shipping policy

SHIPPING & LOGISTICS POLICY Last Updated: March 2026

At Velle Labs™, our fulfillment centers operate on a clinical dispatch schedule to ensure your biological protocols arrive securely and efficiently.

1. Dispatch & Processing Time

  • Medical Priority Dispatch: All confirmed orders are legally "locked" and transmitted to our automated warehouse system within 30 minutes of checkout. This ensures same-day processing for temperature-sensitive stock.

  • Processing Window: While most orders leave our facility within 24 hours, please allow 2-3 business days for handling, sterilization checks, and carrier handover during peak volume periods (such as Batch Allocation drops).

  • Tracking: You will receive an automated email with your tracking number immediately once the parcel chain-of-custody is handed over to the courier.

2. Shipping Timelines & Services We utilize Secured Priority Logistics (USPS/UPS/DHL Partner Networks) to ensure safe delivery.

  • Standard US Shipping: Estimated 3-5 business days transit time once shipped.

  • Carrier Delays: While rare, carrier logistics may fluctuate due to high volume or extreme weather events impacting transportation networks. Please allow a buffer of up to 15 business days for delivery in these exceptional cases.

  • Remote Regions (HI, AK, APO/FPO): Logistics to non-continental regions involve multiple carrier transfers. Please anticipate transit times of 15–25 business days.

3. Order Cancellation & Modification Protocol

  • Strict 30-Minute Lock Window: Because our system automatically transmits orders to the warehouse floor within 30 minutes to guarantee speed, we cannot cancel, update addresses, or modify orders once this brief window has passed.

  • Action Required: If you need to cancel, you must email hello@vellelabs.com immediately (within 30 minutes).

  • After 30 Minutes: The order is considered "In Transit." If you no longer wish to keep the product, you must wait for the parcel to arrive and follow our standard Return Policy to request a Return Authorization (RA). We cannot "intercept" or refund a package while it is moving through the carrier network.

4. Address Accuracy & Liability

  • Customer Responsibility: The customer is solely responsible for entering the correct shipping destination. Our labels are printed exactly as entered at checkout.

  • Address Errors: Velle Labs™ is not liable for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an address error (e.g., "Undeliverable as Addressed"), a reshipping fee will apply to send it to the corrected location. We cannot issue refunds for items lost due to incorrect customer data.

5. Lost or Stolen Packages If your tracking number shows "Delivered" but you cannot locate the parcel:

  1. Check your mailbox, porch, and with neighbors/building management.

  2. Wait 24 hours (carriers often mark items "Delivered" prematurely).

  3. Liability Shift: If still missing, you must contact the Carrier (USPS/UPS) directly to file a claim. Velle Labs™ is not responsible for theft of packages once the carrier confirms delivery to your residence.