Shipping policy
Last updated: July 2026
Because our products are handmade, personalized, and carefully prepared for each customer, every order requires a creation period before shipment. Please review the applicable creation time and shipping time before placing your order.
Shipping Destinations
VeloraPeace ships to the United States and selected international destinations.
Available shipping destinations are shown at checkout. Free shipping is provided to all destinations currently available for checkout.
If your country or region is available for selection at checkout, eligible products can currently be shipped to that destination.
Shipping availability may vary depending on the product, destination, carrier service, package requirements, and local shipping restrictions.
Shipping Origin and Tracking
All VeloraPeace orders are shipped from Hong Kong SAR using tracked shipping services.
Depending on the destination and delivery route, packages may be transferred between international and local delivery carriers before final delivery.
The carrier assigned to an order may vary based on the destination, package size, product type, and available delivery route.
Tracking information will be sent to the email address provided at checkout once the completed order has been handed over to the shipping carrier.
Creation Time
Creation time is the period required to design, personalize, handcraft, inspect, and prepare your order before shipment.
Ceramic Pet Urns
Creation time: 20–30 business days
Each ceramic pet urn is handmade and personalized according to the details, photos, and personalization information provided with your order.
Pet Memorial Displays
Creation time: 10–15 business days after design approval
A design preview will be provided before production begins. Creation time starts after the design has been approved.
Pet Memorial Shadow Boxes
Creation time: 10–15 business days after design approval
A design preview will be provided before production begins. Creation time starts after the design has been approved.
Business days do not include weekends or public holidays.
Orders requiring design approval may be delayed if we do not receive a response. Please review and respond to design previews promptly.
If you request changes after approving a design, the creation time may be extended depending on the requested changes and the stage of production.
Shipping Time
Shipping time: 10–12 business days
Shipping time begins after your order has been completed, inspected, packed, and handed over to the shipping carrier.
The total estimated time for your order includes both the applicable creation time and the shipping time.
Shipping time does not include the creation time required before the order is shipped.
Estimated arrival dates are not guaranteed. Carrier delays, customs clearance, severe weather, peak-season volume, incorrect addresses, local delivery conditions, or other circumstances outside our control may affect delivery.
Free Shipping
VeloraPeace provides free shipping to the United States and all other destinations currently available at checkout.
No separate shipping charge will be added to your order at checkout.
For orders shipped to the United States, import duties and customs clearance fees are included.
For orders shipped outside the United States, applicable import duties, taxes, value-added tax (VAT), customs clearance fees, brokerage fees, and other import-related charges are not included and are the responsibility of the recipient.
United States Orders
For orders shipped to the United States, shipping costs, import duties, and customs clearance fees are included.
Customers will not be required to pay additional import duties or customs clearance fees upon delivery.
Any applicable U.S. sales tax will be calculated and displayed at checkout before payment is completed.
International Orders
For orders shipped outside the United States, shipping is included in the product price.
However, import duties, import taxes, value-added tax (VAT), customs clearance fees, brokerage fees, and other charges imposed by the destination country or shipping carrier are not included.
The recipient is responsible for paying any applicable import-related charges directly to the shipping carrier or local customs authority.
VeloraPeace does not collect, control, or determine these charges and cannot guarantee the exact amount.
Import-related charges may vary depending on:
- The destination country or region
- The declared value of the order
- The product classification
- The materials used in the product
- Local customs and tax regulations
Customers may contact their local customs authority for more information before placing an order.
Customs Clearance
For international orders shipped outside the United States, the recipient is responsible for completing customs clearance and providing any information or documentation required by the shipping carrier or customs authority.
If payment or additional information is required, the carrier or customs authority may contact the recipient directly.
Customs inspections and clearance procedures may delay delivery. These delays are outside the control of VeloraPeace and are not included in the estimated shipping time.
Failure to pay applicable import charges or provide required customs information may result in the package being delayed, returned, abandoned, or destroyed.
Order Tracking
Please allow time for the tracking status to update after the carrier receives the package.
International tracking updates may occasionally pause while the package is transferred between carriers or processed through customs.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully check:
- Recipient name
- Street address
- Apartment, suite, or unit number
- City
- State, province, or region
- Postal or ZIP code
- Country
- Phone number
Please contact us as soon as possible if you notice an address error. We will try to update the address before shipment, but changes cannot be guaranteed once production or shipping has begun.
VeloraPeace is not responsible for delays, failed delivery, or lost packages caused by an incorrect or incomplete address provided by the customer.
If a package is returned because of an incorrect address, refused delivery, or unsuccessful delivery attempt, additional shipping charges may apply before the package can be shipped again.
For personalized products, an address-related return does not cancel the customized order.
Delayed Packages
Carrier delays may occasionally occur after an order has shipped.
If your tracking information has not updated for several business days or your package is significantly delayed, please contact us at:
We will review the tracking information and assist with a carrier investigation where appropriate.
Delays caused by customs clearance, severe weather, carrier disruptions, local delivery conditions, peak-season volume, or circumstances outside our control do not automatically qualify for a refund.
Lost Packages
If tracking shows that a package has not been delivered and appears to be lost in transit, please contact us at:
We may need to open an investigation with the shipping carrier before providing a resolution.
If the carrier confirms that the package was lost in transit, VeloraPeace will provide an appropriate replacement or refund after reviewing the case.
Because many of our products are handmade and personalized, replacement production may require the applicable creation time again.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, please:
- Check around the delivery location.
- Ask household members or neighbors.
- Check with your building manager, front desk, reception area, or mailroom.
- Check any safe-place delivery location used by the carrier.
- Contact the shipping carrier.
- Contact VeloraPeace if the package still cannot be found.
VeloraPeace will assist with reviewing the available delivery information.
However, we cannot guarantee a refund or replacement when the shipping carrier confirms that the package was delivered correctly to the address provided with the order.
Shipping Protection and Damaged Orders
Our ceramic pet urns, pet memorial displays, and pet memorial shadow boxes are carefully packed to help protect them during shipping.
If your order arrives damaged, please contact us within 48 hours of delivery at:
Please include:
- Your order number
- Clear photos of the damaged product
- Photos showing the full product
- Photos of the outer shipping box
- Photos of any damage to the outer shipping box
- Photos of the inner packaging and protective materials
- A clear photo of the shipping label
Please keep the product, outer shipping box, inner packaging, and all protective materials until the claim has been reviewed.
After reviewing the submitted information, VeloraPeace will provide a replacement or refund, depending on the circumstances.
Claims submitted without the required photos or more than 48 hours after delivery may not qualify for a replacement or refund.
Do not discard the damaged product or packaging before receiving instructions from us, as the carrier may require them for inspection.
For customized products, a replacement will normally be made using the approved design and personalization details from the original order unless otherwise agreed.
Product Packaging
Ceramic pet urns are packed with protective materials designed to reduce movement and impact during transit.
Pet memorial displays and pet memorial shadow boxes are packed to help protect the wooden frame, acrylic panel, printed components, and personalized details.
Minor marks or wear on the outer shipping box do not necessarily mean that the product inside has been damaged.
Please inspect the product itself promptly after delivery.
Separate Shipments
If an order contains multiple products, the items may occasionally be shipped separately because of differences in creation time, size, packaging requirements, or fulfillment location.
When this happens, separate tracking information may be provided for each shipment.
Receiving one package before another does not necessarily mean that an item is missing.
Refused or Unclaimed International Packages
If the recipient refuses to pay applicable import duties, taxes, VAT, customs fees, brokerage fees, or other import-related charges, or fails to complete customs clearance, the package may be delayed, returned, abandoned, or destroyed.
If the package is returned to VeloraPeace, any eligible refund will be reviewed after the returned package has been received and inspected.
The following costs may be deducted from any eligible refund:
- Return shipping charges
- Import duties and taxes
- Customs clearance fees
- Brokerage or carrier handling fees
- Other non-refundable costs incurred during transit
Personalized and custom-made products remain subject to the conditions stated in our Refund Policy.
VeloraPeace cannot guarantee a refund for a package that is abandoned or destroyed because the recipient refused payment, customs clearance, required documentation, or delivery.
Order Changes
Please contact us as soon as possible if you need to request a change.
Changes may not be possible after:
- A design has been approved
- Production has begun
- Personalization has been completed
- The order has been packed
- The order has been handed to the shipping carrier
Approved changes may extend the creation time.
Changes involving the pet portrait, pet name, dates, memorial phrase, size, color, or product style may require a new design preview or additional production time.
Order Cancellations
Personalized and handmade products may enter production shortly after an order is placed or after a design is approved.
Cancellation requests are subject to the conditions stated in our Refund Policy.
Submitting a cancellation request does not guarantee that the order can be canceled.
Contact Us
For questions about creation time, shipping, tracking, customs, delays, address changes, or damaged packages, please contact:
VeloraPeace
Email: hello@velorapeace.com
We aim to respond within 2 business days.