Help
Frequently asked questions
If something is not answered here, the contact page reaches the person who packs the orders.
Ordering and payment
- How does checkout work?
- You place the order on the site and it is recorded immediately with an order number, at the status Processing. At checkout you choose how to pay: direct bank transfer, or cash on delivery. Either way you get a confirmation email with your order number straight away.
- What payment methods do you accept?
- Two. Direct bank transfer, where the account details come with your order confirmation and the parcel goes out once the funds land. Quote your order number as the reference so the transfer can be matched. Or cash on delivery, where the order is dispatched straight away and you pay the exact total in cash to the UPS driver at the door.
- Which of the two should I choose?
- Bank transfer usually arrives sooner, because the parcel is packed as soon as the funds land and there is nothing to arrange at the door. Cash on delivery suits you better if you would rather see the parcel before paying, or if a transfer is awkward. Just have the exact amount ready, since UPS drivers do not carry change.
- How do I check on an order I have already placed?
- Use the order status page and enter your order number together with the email address you ordered with. Both must match the order, so nobody else can look it up.
- Can I cancel an order?
- Yes, at any point before it ships. Reply to your confirmation email quoting your order number and it will be cancelled at no cost. If you paid by bank transfer, the money is returned to the account it came from. If you chose cash on delivery there is nothing to refund, because nothing has been paid yet.
Shipping and delivery
- How much is shipping and how long does it take?
- UPS Ground is $6.95 anywhere in the United States, and free on orders of $75.00 or more. You can choose a faster UPS service at checkout: UPS 3 Day Select at $16.95, 3 business days in transit; UPS 2nd Day Air at $28.95, 2 business days in transit; UPS Next Day Air at $54.95, Next business day in transit. Orders are dispatched in 1 to 2 business days and you receive a UPS tracking number by email as soon as the parcel is handed over. On a bank transfer the dispatch clock starts when the funds land; on cash on delivery it starts as soon as the order is placed.
- Do you ship outside the United States?
- No. Veleryn Shop ships within the United States only, including Washington DC and Puerto Rico. Checkout will not accept an address outside the US, because supplement import rules differ by country and we will not put a customer in the position of having a parcel seized.
- Can I change my shipping address after ordering?
- Yes, provided the order has not shipped. Reply to your order confirmation email with the corrected address and quote your order number. Once a parcel has a tracking number the address is fixed with UPS and cannot be changed from our end.
- What if my parcel is lost or arrives damaged?
- Email us within 7 days of the delivery date shown by the carrier, with your order number and photographs if the box is damaged. Replacements or refunds are handled case by case and you are not asked to return a damaged consumable.
Products
- Are these genuine products from the brands named?
- Yes. Everything is stocked in the manufacturer's own sealed retail packaging and shipped exactly as it is received. Veleryn Shop does not manufacture, repackage, decant or relabel anything, and is an independent retailer rather than an authorised representative of any brand named on the site.
- How fresh is the stock?
- Products are held in small quantities and rotated, so nothing sits on the shelf. Expiry dates are printed on the pack by the manufacturer and are legible on arrival. If an item reaches you with less than three months of shelf life left, it can be returned for a full refund.
- Will these supplements treat a health condition?
- No. These are dietary supplements, not medicines. They are not intended to diagnose, treat, cure or prevent any disease, and nothing on this site is medical advice. Speak to a qualified healthcare professional before starting a supplement, particularly if you are pregnant, nursing, taking medication or managing a health condition.
- Can I return a supplement I have opened?
- Unopened items in original condition can be returned within 30 days. Opened consumables cannot be resold and are not returnable unless the product is faulty, damaged in transit, , in which case it is replaced or refunded in full.
Returns and refunds
- How long do I have to return something?
- 30 days from the delivery date, for unopened items in original, sealed condition.
- Who pays the return shipping?
- You do, for a change of mind. Veleryn Shop pays it, and refunds the original shipping too, when the item is faulty, damaged in transit, or not the item you ordered.
- When will I see my refund?
- Refunds are issued within 5 business days of the return being received and checked, by bank transfer to an account in your name. How long it then takes to appear depends on your bank, usually one to three business days.
Important. These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure or prevent any disease. Nothing here is medical advice. Read the full supplement disclaimer.