Shipping Policy

Processing your order

After payment confirmation and any necessary verification, orders are normally prepared within 2–4 business days. During holidays, promotions, or unusually high order volume, processing may take up to 5 business days. Business days exclude Saturdays, Sundays, and applicable public holidays.

Estimated U.S. delivery

Standard carrier transit to supported U.S. addresses generally takes 10–15 business days after dispatch. Processing and transit are separate periods, so the normal combined estimate is 12–19 business days from payment confirmation, or up to 20 business days when processing takes 5 business days.

These are estimates, not guaranteed arrival dates. Customs, weather, holidays, remote destinations, and carrier disruption may affect delivery. Contact us if your order is significantly delayed so we can review available options.

Shipping charges and destinations

Available shipping methods and charges are displayed at checkout before payment. Usvirelo™ primarily serves U.S. customers. Where other destinations are supported, the available options appear at checkout.

Service to Alaska, Hawaii, U.S. territories, P.O. boxes, and APO/FPO addresses depends on the product, destination, and available carriers. If checkout offers no shipping option, we may be unable to deliver to that address.

Fulfillment and shipment origin

Orders may be dispatched from our facilities or designated fulfillment partners based on stock, product location, and destination. The shipping origin can differ from our registered business address. Items in one order may ship separately with different tracking numbers.

Tracking updates

Once an order is dispatched and tracking is available, we normally email shipment details to the address entered at checkout. A carrier may need time after label creation to record its first scan. Tracking gaps can occur between facilities or carriers.

If tracking remains inactive for an extended period, email service@usvirelo.com with your order number and tracking details.

Address corrections and undeliverable parcels

Check the recipient name, street address, unit number, postal code, and contact details before paying. Contact us promptly if a correction is needed; changes cannot be guaranteed once fulfillment begins.

Reasonable reshipping charges may apply if a customer-supplied incorrect or incomplete address causes a parcel to be returned and shipped again. Contact support to review the circumstances before arranging another shipment.

Lost shipments or delivered-but-missing parcels

If a package appears lost in transit, contact us so we can investigate with the carrier or fulfillment partner. When loss is confirmed, we will provide an appropriate replacement, refund, reshipment, or other reasonable solution.

If tracking shows delivered but you cannot find the package, check the usual delivery area, household members, building reception, and neighbors. Contact us if it remains missing. A delivered scan does not automatically prevent review of your claim.

Damaged, incomplete, or incorrect deliveries

Please contact service@usvirelo.com within 7 calendar days after delivery if an item arrives damaged, defective, incorrect, incomplete, or materially different from its description. Include your order number, a description of the issue, and clear photographs or videos where appropriate, including the packaging and shipping label. Once an issue attributable to us is confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other solution without additional costs caused by that error. This reporting request does not limit rights or remedies that cannot lawfully be restricted.

Crystal points, stone bases, and decorative branches can be delicate. Please keep the packaging while we review a reported delivery problem.

Import duties and other charges

Unless checkout clearly states that duties or import-related charges are included, customs duties, import taxes, and brokerage charges imposed by authorities or carriers are generally the recipient’s responsibility. These are separate from any taxes or shipping charges collected at checkout.

Shipping assistance

For delivery help, email service@usvirelo.com with your order number. We aim to respond within 24 hours. For return eligibility and refund handling, see our Return & Refund Policy.