Shipping policy

Veyra Oro Shipping Policy

Last updated: July 1, 2026

This Shipping Policy explains how Veyra Oro handles order processing, shipping, tracking, delivery, customs, lost packages, damaged packages, and international orders.

Throughout this policy, “Veyra Oro,” “we,” “us,” and “our” refer to Veyra Oro and its operating legal entity, Veyra Oro.

For shipping support, contact us at:

Email: info@stelladistribution.com
Website: Veyraoro.com

1. Order Processing Time

Orders are processed during business days, excluding weekends and holidays.

Most orders are processed within 1 to 3 business days after payment is confirmed.

During product launches, promotions, holidays, high-volume periods, or inventory restocks, processing may take longer.

Processing time is separate from shipping time.

1. Order Confirmation

After placing an order, you will receive an order confirmation email.

This email confirms that we received your order.

It does not mean the order has shipped.

Once your order has shipped, you will receive a shipping confirmation email with tracking information, if tracking is available.

1. Shipping Locations

We currently ship to:

Canada
United States
United Kingdom
European Union
Australia
Selected international destinations

Shipping availability may change at any time.

We may refuse, cancel, or refund orders if we cannot safely, legally, or reliably ship to your location.

1. Estimated Delivery Times

Delivery times are estimates only.

Estimated delivery times begin after the order has been processed and handed to the carrier.

Canada: 2 to 7 business days
United States: 3 to 7 business days
United Kingdom: 7 to 15 business days
European Union: 7 to 18 business days
Australia: 10 to 20 business days
Other international destinations: 10 to 25 business days

Delivery may take longer because of customs, carrier delays, weather, holidays, incorrect addresses, remote locations, import checks, or events outside our control.

1. Shipping Rates

Shipping rates are shown at checkout before payment.

Shipping rates may depend on:

Destination
Order weight
Order value
Shipping method
Carrier
Promotions
Subscription status

Free shipping may be offered from time to time.

Free shipping offers may be limited by country, order value, product type, subscription status, or promotion terms.

1. Tracking

If tracking is available, you will receive a tracking link by email after your order ships.

Tracking updates may take 24 to 72 hours to appear after the carrier receives the package.

If tracking has not updated for several days, the package may still be moving through the carrier network.

1. Incorrect Shipping Address

You are responsible for entering a complete and accurate shipping address at checkout.

Please check your address carefully before placing your order.

Veyra Oro is not responsible for orders delayed, lost, returned, or delivered incorrectly because of an incomplete or incorrect address provided by the customer.

If you notice an address mistake, contact us immediately at info@stelladistribution.com.

We can only update the address if the order has not yet been processed, packed, or shipped.

1. Failed Delivery Attempts

If the carrier cannot deliver your package, they may leave a notice, attempt redelivery, hold the package for pickup, or return the package to us.

You are responsible for following carrier instructions and collecting your package within the required timeframe.

If the package is returned to us because of failed delivery, refusal, incorrect address, or failure to collect, we may deduct shipping fees, return shipping fees, carrier fees, customs fees, and handling costs from any refund.

1. Refused Packages

If you refuse delivery of your package, the order may be returned to us.

Once we receive the returned package and confirm it is unopened and in resalable condition, we may refund the product price.

Shipping fees, return shipping fees, duties, taxes, customs fees, brokerage fees, and carrier fees may be deducted from the refund.

If the package is not returned to us, we may not be able to issue a refund.

1. Lost Packages

If your tracking shows that your package is still in transit, please allow the carrier time to complete delivery.

If your package appears lost, contact us at info@stelladistribution.com.

We may open an investigation with the carrier.

If the carrier confirms that the package was lost, we may offer a replacement, refund, or store credit depending on the situation.

If tracking shows that the package was delivered, but you did not receive it, please check:

Your mailbox
Front door
Back door
Side entrance
Building reception
Parcel locker
Neighbors
Household members
Local post office or carrier pickup point

Once a package is marked as delivered by the carrier, Veyra Oro is not responsible for theft, loss, or misplacement after delivery.

We will still review each case and try to help where possible.

1. Damaged Packages

Please inspect your package when it arrives.

If your order arrives damaged, contact us within 7 days of delivery at info@stelladistribution.com.

Please include:

Your order number
A description of the damage
Photos of the shipping box
Photos of the packaging material
Photos of the damaged product
Photos of the product label and safety seal

We may request additional information to file a carrier claim.

If the damage is confirmed, we may offer a replacement, refund, or store credit.

1. Missing or Incorrect Items

If your order is missing an item or contains the wrong item, contact us within 7 days of delivery at info@stelladistribution.com.

Please include:

Your order number
A photo of all items received
A photo of the packing slip
A photo of the shipping box
A description of the issue

If the issue is confirmed, we will work to correct it.

1. International Shipping

International customers are responsible for making sure Veyra Oro products can be imported into their country.

Different countries may have different rules for supplements, natural health products, powders, capsules, botanicals, extracts, collagen, creatine, and wellness products.

We are not responsible for import restrictions, customs refusal, border delays, product seizure, product destruction, or regulatory rejection in your country.

If your package is returned to us by customs or the carrier, we may refund the product price after receiving the package back.

Shipping fees, return shipping fees, customs fees, duties, taxes, brokerage fees, inspection fees, and carrier fees may be deducted from the refund.

If the package is destroyed, seized, rejected, or not returned to us, we may not be able to issue a refund.

1. Duties, Taxes, and Customs Fees

International orders may be subject to duties, taxes, customs fees, brokerage fees, import fees, or local charges.

These fees are set by your country and are the responsibility of the customer unless stated otherwise at checkout.

Veyra Oro does not control these fees.

We cannot guarantee whether your order will be charged duties or taxes.

If you refuse to pay duties, taxes, customs fees, or import fees, the package may be delayed, returned, abandoned, or destroyed.

1. Customs Delays

Customs may inspect, delay, hold, reject, or return international packages.

Customs delays are outside our control.

We are not responsible for delays caused by customs, import checks, documentation reviews, border inspections, carrier clearance, or local regulations.

1. Shipping Restrictions

Some products may not be available for shipping to certain countries, states, provinces, territories, or regions.

We may restrict shipping because of:

Local supplement regulations
Carrier restrictions
Customs requirements
Ingredient restrictions
Import rules
Payment risk
Fraud risk
Operational limits

If we cannot ship your order, we may cancel and refund it.

1. Pre-Orders and Backorders

If a product is sold as a pre-order or backorder, the estimated shipping date will be shown on the product page, cart, checkout page, or order confirmation.

Pre-order and backorder dates are estimates only.

If an order includes both in-stock and pre-order items, we may ship everything together unless stated otherwise.

1. Subscription Orders

Subscription orders are shipped according to the subscription frequency selected at checkout.

You are responsible for keeping your shipping address current before each subscription renewal.

If a subscription order ships to an old or incorrect address because the address was not updated before renewal, Veyra Oro is not responsible for replacement or refund.

Subscription orders can only be canceled or changed before the renewal order is processed.

1. Split Shipments

We may ship items from the same order separately.

If your order is split into multiple shipments, you may receive more than one tracking number.

You will not be charged extra shipping unless stated at checkout or agreed separately.

1. Delivery to Apartments, Buildings, and Shared Locations

If your order is shipped to an apartment, condo, office, dorm, shared building, hotel, mailroom, reception area, or parcel locker, you are responsible for collecting the package after delivery.

We are not responsible for packages lost, stolen, misplaced, or mishandled after delivery to the address provided.

1. Delivery Estimates Are Not Guarantees

Delivery estimates are provided for convenience only.

They are not guaranteed unless a guaranteed shipping service is expressly offered and purchased at checkout.

We are not responsible for losses caused by delivery delays.

1. Carrier Responsibility

Once a package is handed to the carrier, the carrier is responsible for transporting and delivering it.

We will help when possible, but we do not control carrier speed, routing, scanning, handling, customs clearance, weather delays, or delivery decisions.

1. Order Changes After Purchase

If you need to change your order, contact us immediately at info@stelladistribution.com.

We cannot guarantee that changes can be made after the order is placed.

Once an order is processed, packed, fulfilled, or shipped, we may not be able to change:

Shipping address
Shipping method
Product selection
Quantity
Discount
Billing information
Customer name

1. Weather and Heat Exposure

Some products may be sensitive to heat, cold, humidity, or long exposure during transit.

Please bring your package inside as soon as possible after delivery.

Do not leave products in direct sunlight, extreme heat, freezing temperatures, vehicles, outdoor mailboxes, or humid areas for long periods.

After delivery, store products according to the product label.

1. Force Majeure

Veyra Oro is not responsible for shipping delays or failures caused by events outside our control.

This includes:

Carrier delays
Customs delays
Natural disasters
Extreme weather
War
Civil unrest
Strikes
Supply shortages
Cyberattacks
Power outages
Platform outages
Payment provider issues
Government action
Regulatory changes
Health emergencies
Holiday volume

1. Your Legal Rights

This policy does not limit any mandatory consumer protection rights that apply in your location.

If any part of this policy conflicts with mandatory local law, the local law will apply only to the extent required.

1. Contact Us

For questions about shipping, tracking, delivery, damaged orders, missing items, or international orders, contact us at:

Veyra Oro
Legal company name: Veyra Oro
Email: info@stelladistribution.com
Website: Veyraoro.com
Address: 235 Boulevard Cremazie Ouest, Montreal, Quebec, H2N 1L7