Shipping & Compensation Policy

(Effective from March 1, 2024, until further notice)

A. SHIPPING POLICY

1. United States Route

(Excludes hard-to-ship states including: Puerto Rico, Virgin Islands, Hawaii, Guam, Alaska, Northern Mariana Islands, and military areas with state codes: AA, AE, AP)

• Shipping time: 4–9 days.
• Returned orders will be stored for 30 days for reshipment. After that, they will be discarded.

2. European Union Countries

• Shipping time: 9–20 days.
• Returned orders will be discarded and cannot be reshipped.
• The recipient is responsible for customs duties and import taxes.
  If you have an IOSS number, please provide it with the order to avoid being charged twice.
  Veltrixfulfill Print offers a tax prepayment service, which will be charged once the tracking number is available and updated to the order total.

3. UK, Canada, Australia

• Shipping time: 9–20 days.
• Returned orders will be discarded and cannot be reshipped.
• The recipient is responsible for customs duties and import taxes.
  Please provide an IOSS number if available to avoid duplicate tax charges.

4. Hard-to-ship US States

Puerto Rico, Virgin Islands, Hawaii, Guam, Alaska, Northern Mariana Islands, and military areas with codes: AA, AE, AP

• Shipping time: 12–30 days.
• Returned orders will be discarded and cannot be reshipped.
• Tracking updates may not be available in some areas (e.g., Puerto Rico).
• The recipient is responsible for customs duties and import taxes.
  Provide an IOSS number if available to avoid duplicate tax charges.

5. Other Countries

• Shipping time: 12–30 days.
• Returned orders will be discarded and cannot be reshipped.
• The recipient is responsible for customs duties and import taxes.
  Please provide an IOSS number with your order to avoid duplicate tax charges.

B. COMPENSATION POLICY

1. Definitions

Lost:

• Orders are considered lost if not received:
  • After 35 days (US),
  • 45 days (UK, EU, CA, AU),
  • 60 days (other countries)
    from the payment date.
• Tracking shows “delivered” but the customer did not receive the order, with reasonable proof.
• Tracking has shown “in transit” with no updates for 20 consecutive days.

Missing Items:

• The customer received the order but some products were missing.
• Claim must be made within 3 days of the delivery confirmation.

Damaged Items:

• Customer received the order with damaged products (one or more items).
• Reasonable evidence must be provided.

Incorrect Orders (Errors):

• Items have the wrong embroidery design, wrong placement, or wrong color.
• Wrong product type, color, or size.
• Incorrect sizing not matching the product’s size chart.

2. Compensation Policy

• 100% refund or reshipment (including shipping & taxes) for lost orders.
• For missing, damaged, or incorrect items, we offer two options:
  • Reship: 100% value including shipping.
  • Refund: 100% product value (excluding shipping fee).

3. Disclaimer of Liability

Veltrixfulfill is not responsible for compensation in the following cases:

• The customer provided an incomplete or inaccurate shipping address, including:
  • Unrecognized by carriers
  • Not found on Google Maps
  • Missing essential address details
• No one was available to receive the order at the delivery location.
• Orders were delivered but lost afterward.
• Orders were not delivered because the recipient failed to pay import taxes/duties on time.
• Cases of force majeure: natural disasters, pandemics, fires, etc.
• Orders were held/confiscated by customs due to prohibited or restricted items.