SHIPPING POLICY

Last updated: August 13, 2026

Veyra Oro is operated by Stella Distribution, an Ontario, Canada business.

This Shipping Policy explains where we deliver, how orders are processed, when import charges may apply, and what happens if an order is delayed, damaged, or lost.

Nothing in this policy limits any mandatory consumer right that applies to you.

1. Shipping Destinations

Veyra Oro currently accepts orders for delivery to:

• Canada

• The United States

• European Union member countries

• The United Kingdom

Additional destinations may become available. If your destination appears as an available option during checkout, we can normally accept an order for that destination.

We do not deliver to countries or regions that are subject to applicable trade restrictions, product restrictions, carrier limitations, or other legal requirements that prevent delivery.

2. Fulfilment Locations

Veyra Oro operates through fulfilment facilities in Canada and the European Union.

Orders are normally fulfilled as follows:

• Canadian orders are fulfilled from Canada.

• European Union orders are fulfilled from within the European Union.

• United States and United Kingdom orders may require cross-border shipping.

• Other approved international orders are fulfilled from the most appropriate available facility.

The fulfilment location depends on the delivery address, inventory availability, product restrictions, and operational requirements.

We cannot guarantee that an order will ship from a specific facility.

We will not intentionally reroute an order in a way that creates unexpected import charges without providing appropriate notice where required by law.

3. Order Processing

In-stock orders are normally prepared for shipment within one to three business days after payment authorization.

Business days exclude Saturdays, Sundays, and public holidays observed by the fulfilment facility.

Processing may take longer during:

• Product launches.

• Promotional events.

• Holiday periods.

• Inventory counts.

• Severe weather.

• Unusually high order volumes.

• Address or payment verification.

• Product-safety or fraud-prevention reviews.

The estimated delivery period begins when the order is dispatched, not when it is placed.

An order confirmation does not mean that the order has shipped. A separate shipping confirmation will be sent when the carrier receives the shipment information.

4. Estimated Delivery Times

The following are general estimates after dispatch:

Destination	Estimated delivery
Canada	2 to 7 business days
United States	4 to 10 business days
European Union	2 to 7 business days
United Kingdom	3 to 10 business days

Remote locations, islands, military addresses, and areas with limited carrier access may require additional time.

The delivery estimate displayed during checkout or in the order confirmation is the estimate applicable to your order.

Delivery dates are estimates unless Veyra Oro expressly describes a shipping service as guaranteed. Customs processing and carrier delays are outside our direct control.

5. Shipping Methods and Charges

Available shipping methods and their prices are displayed during checkout before payment.

Shipping charges may depend on:

• Delivery destination.

• Package size and weight.

• Selected delivery speed.

• Order value.

• Carrier availability.

• Promotional shipping offers.

If free shipping is offered, the applicable threshold and conditions will be displayed before purchase. Unless stated otherwise, the threshold is calculated after discounts and before taxes, duties, and other government charges.

Free-shipping offers may exclude remote destinations, expedited delivery, or products subject to special transportation restrictions.

Optional expedited shipping will only be charged when you select and approve it.

6. Taxes, Duties, and Import Charges

Taxes and import charges are handled differently depending on the destination and fulfilment location.

Canada

Canadian orders fulfilled from our Canadian facility will normally have applicable GST, HST, PST, or QST calculated during checkout.

These orders should not normally be subject to import duties.

European Union

European Union orders fulfilled from within the European Union will normally include applicable VAT during checkout and should not normally incur import duties when delivered within the European Union.

United States

United States orders may be imported from Canada or another fulfilment location.

Applicable duties, tariffs, taxes, customs-processing charges, and carrier fees may be collected during checkout or charged by the carrier or customs authority before delivery.

Import charges may apply regardless of the order value.

United Kingdom

United Kingdom orders may be imported from Canada or the European Union.

VAT and other taxes may be collected during checkout when required. Customs duty, import VAT, handling charges, or carrier fees may also be payable before delivery depending on the order value, product origin, and applicable law.

Other International Destinations

Unless checkout expressly states that duties are prepaid, international orders delivered outside Canada or the European Union are shipped on a duties-unpaid basis.

Where permitted by law, the recipient is responsible for:

• Import duties.

• Import taxes.

• Customs-processing charges.

• Brokerage fees.

• Carrier administration fees.

• Other destination-country charges.

These amounts are determined by government authorities and carriers. They are not controlled by Veyra Oro and may not be included in the order total.

We cannot declare an incorrect value, change the product description, or mark a commercial order as a gift to reduce import charges.

7. Importer Responsibilities

For duties-unpaid shipments, the recipient may be treated as the importer of record where permitted by law.

The recipient is responsible for:

• Providing information requested for customs clearance.

• Paying applicable import charges.

• Ensuring the delivery can legally be imported into the destination.

• Responding to carrier or customs communications.

• Collecting the parcel within the carrier’s deadline.

Customs authorities may open, inspect, delay, or refuse a shipment.

Veyra Oro will provide reasonable shipping and product documentation when requested, but we cannot control customs decisions or clearance times.

8. Tracking Information

When an order ships, we will send a confirmation containing available tracking information.

Tracking information may require up to 48 hours to become active after the shipping confirmation is issued.

Some international carriers provide limited tracking while an order is:

• In customs processing.

• Transferred between carriers.

• Moving between countries.

• Waiting for final-mile delivery.

A temporary lack of tracking updates does not necessarily mean that the parcel is lost.

9. Address Accuracy

Customers must provide a complete and accurate delivery address during checkout.

This includes:

• Recipient name.

• Street and unit number.

• City.

• Province, state, or region.

• Postal or ZIP code.

• Country.

• Telephone number when required by the carrier.

Contact [CUSTOMER CARE EMAIL] immediately if you notice an address error.

We will try to update the address before dispatch, but changes are not guaranteed once an order enters fulfilment. Carriers may not permit an address change after accepting the parcel.

If an incorrect or incomplete address causes a parcel to be returned, redirected, or assessed additional charges, those reasonable costs may be deducted from the refund or charged before reshipment where permitted by law.

10. Post Office Boxes and Restricted Addresses

Some products and shipping methods cannot be delivered to:

• Post office boxes.

• Parcel lockers.

• Military addresses.

• Freight-forwarding facilities.

• Hotels or temporary accommodations.

• Remote or restricted postal regions.

Available options will normally be shown during checkout.

Veyra Oro may request an alternative address if the selected carrier cannot complete delivery.

11. Signature and Secure Delivery

A signature may be required for:

• High-value orders.

• Certain international deliveries.

• Addresses with previous delivery problems.

• Orders selected for additional verification.

• Deliveries where required by the carrier.

Customers are responsible for providing a reasonably secure delivery location and monitoring tracking information.

If you authorize a carrier to leave a parcel unattended, redirect it, place it in a locker, or deliver it to a neighbour, any resulting claim may be assessed based on those instructions and applicable law.

12. Split Shipments

An order may be divided into multiple shipments when products are stored at different facilities or become available at different times.

If this happens:

• You may receive more than one shipping confirmation.

• Each parcel may have a separate tracking number.

• Parcels may arrive on different days.

• You will not be charged additional standard shipping solely because we divided the order.

Import charges may be assessed separately on individual international parcels by the destination authority.

13. Preorders and Backorders

Products offered as preorders or backorders will display an estimated dispatch period before purchase.

If an order includes available and preorder products, we may:

• Hold the order until every product is available.

• Ship available products separately.

• Offer the customer a choice between these options.

If we cannot dispatch an order within the promised period, we will provide an updated estimate and any cancellation or refund option required by applicable law.

Customers may cancel an unshipped preorder or backorder by contacting customer care, subject to any clearly disclosed product-specific terms and mandatory rights.

14. Delivery Delays

Delivery estimates may be affected by circumstances such as:

• Customs inspections.

• Carrier disruptions.

• Severe weather.

• Natural disasters.

• Labour interruptions.

• Public-health emergencies.

• Transportation restrictions.

• Incorrect addresses.

• Recipient unavailability.

• Government action.

• Holiday shipping volume.

When we know that an order cannot ship within the period promised at purchase, we will provide an updated shipping estimate and an opportunity to cancel when required by law.

If no shipping period was provided, we will dispatch within the period required by applicable law.

European Union and United Kingdom customers generally have the right to receive goods within 30 days unless another delivery period was agreed.

Canadian and United States customers may also have cancellation and refund rights when an order is not shipped or delivered within the promised period.

15. Cancelling an Order Before Shipment

Contact [CUSTOMER CARE EMAIL] as soon as possible if you want to cancel an order.

We will try to stop the order, but cancellation is not guaranteed once fulfilment has started.

If an order is successfully cancelled before shipment, the amount paid will be refunded to the original payment method.

Once an order has been dispatched, it must be handled under the Return and Refund Policy unless applicable law provides another cancellation right.

16. Missing or Stalled Shipments

If tracking has not updated for an unusual period or the estimated delivery period has passed, contact [CUSTOMER CARE EMAIL].

Please provide:

• Your order number.

• The delivery address.

• The tracking number.

• Any relevant carrier communication.

We may ask you to allow a short period for delayed tracking to update before opening a carrier investigation.

If the carrier confirms that a shipment is lost, Veyra Oro will provide an appropriate remedy, which may include:

• A complimentary replacement, subject to availability.

• A refund to the original payment method.

• Another remedy required by applicable law.

Customers will not be required to resolve a carrier claim directly when Veyra Oro selected the carrier.

17. Packages Marked Delivered but Not Received

If tracking shows that an order was delivered but you cannot locate it:

1. Check the delivery location, entrance, mailbox, parcel locker, and building reception.

2. Ask household members, neighbours, or building staff whether they accepted it.

3. Review any delivery photograph or carrier notice.

4. Contact the carrier for delivery details.

5. Contact Veyra Oro if the parcel remains missing.

Please report the issue promptly so we can request carrier records and begin an investigation.

We will assess the delivery information, carrier evidence, address details, and applicable consumer law before determining the appropriate remedy.

18. Damaged or Incorrect Shipments

Inspect your parcel after delivery.

If a product arrives damaged, leaking, incomplete, or different from what you ordered, contact us as soon as possible. We recommend reporting transit damage within seven days.

Include:

• Your order number.

• Photographs of the shipping package.

• Photographs of the shipping label.

• Photographs of the affected product.

• The product’s batch or lot number when visible.

• A description of the issue.

Keep the product and packaging until we provide instructions. Do not ship a leaking or unsafe package without authorization.

Approved damaged or incorrect-order claims are handled under the Return and Refund Policy. Veyra Oro will cover reasonable shipping costs for an approved replacement or return.

The suggested seven-day reporting period does not limit mandatory consumer rights.

19. Refused, Unclaimed, and Undeliverable Orders

A shipment may be returned to Veyra Oro when:

• The address is incorrect or incomplete.

• Delivery is refused.

• The recipient is unavailable.

• The parcel is not collected.

• Customs information is not provided.

• Import charges are not paid.

• The carrier cannot safely complete delivery.

Refusing delivery does not automatically cancel the order. Contact customer care if you intend to exercise a cancellation or withdrawal right.

After the parcel is returned and inspected, we may refund the amount paid for eligible products.

Where permitted by law, the refund may exclude or deduct:

• Original shipping charges.

• Return-to-sender charges.

• Nonrecoverable customs charges.

• Carrier handling fees.

• Costs caused by an incorrect address or failure to collect the parcel.

No deduction will be made where prohibited by law or where the failed delivery was caused by Veyra Oro.

Reshipping may require payment of new shipping and import charges.

20. Risk During Delivery

When Veyra Oro selects the carrier, responsibility for loss or damage remains with Veyra Oro until the order is delivered to you or a person you identified to receive it, subject to applicable law.

Different rules may apply if you independently arrange a carrier that was not offered by Veyra Oro.

Nothing in this section limits rights concerning lost, stolen, damaged, or undelivered goods.

21. Membership and Automatic-Renewal Orders

Each physical product shipment generated through a Veyra Oro membership is subject to this Shipping Policy.

Applicable shipping charges will be disclosed before enrollment and as required before renewal.

Members are responsible for keeping their delivery address current. Address changes must be completed before the applicable renewal order enters fulfilment.

Returning or refusing one membership shipment does not automatically cancel future renewals. Membership cancellation is governed by the Membership and Automatic-Renewal Terms.

22. Product and Destination Restrictions

Certain products may not be available for delivery to every destination because of:

• Cosmetic-product regulations.

• Ingredient restrictions.

• Product registration requirements.

• Carrier rules.

• Packaging restrictions.

• Transportation safety requirements.

• Sanctions or trade controls.

We may cancel an affected product or order and issue a refund if delivery would violate applicable law or carrier requirements.

23. Changes to This Policy

We may update this Shipping Policy to reflect changes to our fulfilment network, carriers, delivery options, markets, or legal obligations.

The policy in effect when an order is placed will normally govern that order unless a later version gives the customer more favourable rights or a change is required by law.

The “Last updated” date identifies the latest version.

24. Contact Us

Veyra Oro is operated by:

Stella Distribution
[FULL REGISTERED LEGAL NAME, IF DIFFERENT]
[ONTARIO REGISTERED ADDRESS]
Canada

Customer care: [CUSTOMER CARE EMAIL]
Telephone: [TELEPHONE NUMBER]
Order tracking: [ORDER TRACKING URL]