IMPORTANT: Due to the current global crisis, there may be some delays in shipping and delivery.
If you would like to protect your domestic or international order in the event it is lost, damaged or stolen, we highly recommend you add Route+ package protection at checkout. Read more about Route+ below.
Orders are processed within 2 business days of receipt, Monday through Friday, excluding holidays.
We cannot guarantee when an order will arrive. Any shipping or transit times given are a best estimate only. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.
Orders are shipped directly from New Zealand by NZ Post tracked air satchel. We offer free worldwide shipping on orders over US$100.
VELPure is not responsible for any delays, taxes, seizures or duties that may result because of a country’s Customs and/or import regulations. International customers are responsible for knowing the laws and regulations of their country concerning import of dietary supplements.
Customer satisfaction is our number 1 priority, and VELPure products are sold with a 100% satisfaction guarantee. You may contact us at email@example.com within 60 days of the original order date for a refund of the product purchase price minus shipping charges and a $2.00 restocking fee. See our full Guarantee policy HERE.
Order Tracking and Protection
VELPure is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft.
Route+ offers our customers the following benefits:
● 100% coverage of lost, stolen or damaged packages
● Effortless claims filing* through the Route App
● Basic claim resolutions within 24 hours of approval
● Customer service reps available 24/7
In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We highly recommend you use Route+ package protection at checkout.
*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint. To read Route's full terms and conditions, they are listed here: https://route.com/terms-and-conditions/.
If you purchased Route+ with an order and wish to file a claim, please go HERE.
The Route App
The Route App (free) allows you to visually track all of your online orders in one place, saving you from having to search your email for tracking numbers. Dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
If you would like to learn more about Route and download the App, you can do so HERE.
How to file a claim with Route+
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim at https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Route is a licensed insurance company backed by Lloyds of London.