Find your tracking number and check real-time shipping status. Includes what each tracking status means and when to contact us.

<p>Yes &#x2014; once your order ships, you&apos;ll get an automated shipping confirmation email with your tracking number and a link to follow your package in real time.</p><h2 id="where-to-find-your-tracking-number">Where to Find Your Tracking Number</h2><p>You can track your order two ways:</p><ul><li>Click the tracking link in your shipping confirmation email</li><li>Visit the carrier&apos;s website and enter your tracking number directly</li></ul><p>Please allow up to 24&#x2013;48 hours after your shipping confirmation email for tracking to activate and start showing updates.</p><h2 id="what-each-status-means">What Each Status Means</h2><ul><li><strong>Label Created:</strong> We&apos;ve generated your shipping label &#x2014; the package hasn&apos;t been picked up by the carrier yet.</li><li><strong>In Transit:</strong> Your package is moving through the carrier&apos;s network toward you.</li><li><strong>Out for Delivery:</strong> Your package is on the vehicle for delivery today.</li><li><strong>Delivered:</strong> The carrier has marked your package as delivered.</li></ul><h2 id="tracking-not-updating-yet">Tracking Not Updating Yet?</h2><p>If it&apos;s been less than 48 hours since your shipping confirmation, this is normal &#x2014; give it a little more time. If your tracking link isn&apos;t working or shows no movement after 48 hours, reach out and we&apos;ll investigate.</p><h2 id="still-need-help">Still Need Help?</h2><p>&#x1F449; Contact our support team with your order number and we&apos;ll look into your tracking right away.</p>

How to Track Your Velvet Caviar Order

Step-by-step guide for delayed or missing Velvet Caviar orders. Learn when to wait, when to contact us, and how we resolve it.

<p>We&apos;re sorry your order is running late &#x2014; let&apos;s get this sorted for you.</p><h2 id="how-long-is-too-long">How Long Is Too Long?</h2><ul><li><strong>US domestic orders:</strong> Contact us if there&apos;s been no tracking movement for 5+ business days.</li><li><strong>International orders:</strong> Contact us if there&apos;s been no tracking movement for 10+ business days.</li></ul><p>Minor delays of 1&#x2013;2 business days are common during peak seasons, holidays, or due to weather &#x2014; these usually resolve on their own.</p><h2 id="check-your-tracking">Check Your Tracking</h2><p>Open your tracking link and look for carrier alerts, delay notices, or exceptions. If your package shows as being held at a local facility, contact the carrier directly using your tracking number &#x2014; they&apos;re best positioned to locate your package and provide an update.</p><h2 id="when-to-contact-us">When to Contact Us</h2><p>If your package hasn&apos;t moved within the timeframes above, or delivery is significantly overdue, contact our support team with your order number.</p><h2 id="our-resolution-promise">Our Resolution Promise</h2><p>We&apos;ll document your case and support you throughout the process. Since the carrier has the most current information on your package&apos;s whereabouts, we recommend reaching out to them directly with your tracking number for the fastest answer. We apologize for the inconvenience and appreciate your patience.</p><p>&#x1F449; Contact our support team with your order number and tracking details, and we&apos;ll help guide you through next steps.</p>

My Order Is Late or Missing — What to Do

If your order shows as delivered but hasn't arrived, here's exactly what to check first and how Velvet Caviar will make it right.

<p>Tracking says &quot;Delivered&quot; but your package isn&apos;t there? This happens sometimes &#x2014; here&apos;s exactly what to check, and how we&apos;ll make it right.</p><h2 id="check-these-spots-first">Check These Spots First</h2><ul><li>Front door, back door, porch, mailbox, garage, and side entrance</li><li>With a building manager or front desk, if applicable</li><li>With neighbors &#x2014; carriers sometimes leave packages nearby</li><li>Your nearest post office &#x2014; bring your tracking number; they may be holding the package</li></ul><h2 id="allow-for-early-scans">Allow for Early Scans</h2><p>USPS and other carriers sometimes mark a package &quot;Delivered&quot; before it physically arrives. It can show up within 1&#x2013;2 days of the scan.</p><h2 id="still-missing-after-7-business-days">Still Missing After 7 Business Days?</h2><p>If your package hasn&apos;t arrived 7 business days after the marked delivery date, contact us &#x2014; we&apos;ll send a complimentary replacement at no charge.</p><h2 id="our-resolution-complimentary-replacement">Our Resolution: Complimentary Replacement</h2><p>Per our policy, we&apos;re unable to issue refunds for packages confirmed as delivered by the carrier. We&apos;ll make it right with a replacement, or store credit if the item is out of stock.</p><p>We take missing packages seriously and are here to help. &#x1F449; Contact our support team with your order number to get started.</p>

Tracking Says Delivered But I Didn't Get My Package

Received your order but something's missing? Learn how to check for a second shipment and how to report a missing item to our team.

<p>Something missing from your order? We&apos;re sorry &#x2014; let&apos;s get this resolved quickly.</p><h2 id="check-for-a-second-shipment-first">Check for a Second Shipment First</h2><p>Some orders ship in multiple packages. Check your email for more than one tracking number &#x2014; your &quot;missing&quot; item may simply be in a separate shipment that hasn&apos;t arrived yet.</p><h2 id="confirm-your-order-contents">Confirm Your Order Contents</h2><p>Check your packing slip to confirm exactly which items were included in the package you received.</p><h2 id="how-to-report-a-missing-item">How to Report a Missing Item</h2><p>If an item is genuinely missing, contact our support team with your order number and the name of the missing item.</p><h2 id="our-resolution">Our Resolution</h2><p>We&apos;ll resolve this right away &#x2014; either by reshipping the missing item or issuing a refund. We apologize for the inconvenience and will make it right.</p><p>&#x1F449; Contact our support team with your order number and we&apos;ll take care of it for you.</p>

An Item Is Missing from My Order — Here's What to Do

Tracking stuck or not showing updates? Here's why it happens and the steps to get answers — including when to contact Velvet Caviar.

<h2 id="why-tracking-stops-updating">Why Tracking Stops Updating</h2><p>Tracking can stall for 1&#x2013;3 business days &#x2014; this is normal and usually just means your package is in transit between carrier facilities and hasn&apos;t been scanned yet.</p><h2 id="how-long-should-i-wait">How Long Should I Wait?</h2><ul><li>Wait 2&#x2013;3 business days and check again &#x2014; carriers don&apos;t always scan a package at every stop.</li><li>Check the carrier&apos;s website directly using your tracking number for the most current status.</li></ul><h2 id="when-to-reach-out">When to Reach Out</h2><p>If there have been no updates for more than 7 business days, contact the carrier directly with your tracking number &#x2014; they&apos;ll have the most accurate, up-to-date information on your package&apos;s whereabouts.</p><h2 id="weve-got-you">We&apos;ve Got You</h2><p>If you&apos;re still concerned after contacting the carrier, reach out to our support team with your order number and we&apos;ll help however we can.</p><p>&#x1F449; Contact our support team with your order number and tracking number, and we&apos;ll help however we can.</p>

Why Is My Tracking Not Updating? (And What to Do)

If your Velvet Caviar order is returned due to a wrong address, we'll offer a reship (fees may apply) or a refund minus shipping.

<p>If your order was shipped to the wrong address and returned to us by the carrier, here&apos;s what happens next. Once the package arrives back at our warehouse, we&apos;ll reach out to you with the following options:</p><h2 id="reshipping-your-order">Reshipping Your Order</h2><p>We&apos;ll send your order to the right address (additional shipping fees may apply depending on the reason for return).</p><h2 id="requesting-a-refund-instead">Requesting a Refund Instead</h2><p>If you prefer, we can issue a refund for the item(s), minus the original shipping cost.</p><h2 id="how-to-prevent-this-next-time">How to Prevent This Next Time</h2><p>To avoid this situation, please double-check your shipping address before placing your order. If you notice an error right after ordering, contact us immediately and we&apos;ll do our best to update it before shipment.</p>

Order Returned After Wrong Address? Reshipping & Refund Options

Need to change your Velvet Caviar shipping address? Contact us before your order ships, or reach the carrier once it's in transit.

<p>Need to update your shipping address? Here&apos;s exactly what to do depending on where your order is in the process.</p><h2 id="if-your-order-hasnt-shipped-yet">If Your Order Hasn&apos;t Shipped Yet</h2><ol><li>Contact our support team immediately with your order number and the correct shipping address.</li><li>We&apos;ll do our best to update it before your order is dispatched.</li><li>You&apos;ll receive a confirmation once the change has been made.</li></ol><h2 id="if-your-order-has-already-shipped">If Your Order Has Already Shipped</h2><ol><li>Contact the carrier directly using your tracking number.</li><li>Request a redirect or package hold at a local facility &#x2014; this is at the carrier&apos;s discretion.</li></ol><p>Important: Address changes cannot be guaranteed once an order has been submitted. Always double-check your shipping address before completing your purchase.</p><p>&#x1F449; Need to update your address? Contact our support team as soon as possible &#x2014; the sooner, the better!</p>

How to Update the Shipping Address on an Existing Order

If your Velvet Caviar order ships to the wrong address, contact the carrier right away and let our support team know to help.

<p>If your order was shipped to an incorrect address, act quickly &#x2014; here&apos;s what to do.</p><h2 id="contact-the-carrier-immediately">Contact the Carrier Immediately</h2><p>Use your tracking number to call or visit the carrier&apos;s website. They may be able to redirect the package or hold it at a local facility for pickup.</p><h2 id="contact-velvet-caviar-support">Contact Velvet Caviar Support</h2><p>Let us know about the situation so we can document your case and assist where possible. &#x1F449; Contact our support team and we&apos;ll help you navigate the next steps.</p><h2 id="if-the-package-cant-be-recovered">If the Package Can&apos;t Be Recovered</h2><p>If the package is delivered to the wrong address and cannot be recovered, or if it&apos;s returned to us by the carrier, we&apos;ll work with you to arrange a replacement or refund. We&apos;re sorry for the inconvenience and are here to help every step of the way.</p>

Order Shipped to the Wrong Address? What to Do Immediately

Received a mismatched item in your Velvet Caviar order? Send a photo and order number — we'll ship the correct item at no cost.

<p>Received the wrong item? We sincerely apologize &#x2014; here&apos;s how we&apos;ll make it right.</p><h2 id="how-to-report-a-mismatched-item">How to Report a Mismatched Item</h2><ol><li>Take a clear photo of the item you received, including any labels or packaging.</li><li>Contact our support team with your order number and the photo.</li></ol><p>&#x1F449; Contact our support team with your order number and photo to get started.</p><h2 id="what-happens-next">What Happens Next</h2><p>We&apos;ll review your case and ship the correct item right away, along with a prepaid return label for the incorrect one &#x2014; at no cost to you. We prioritize fixing mix-ups quickly and will have your correct item on its way as soon as possible.</p>

Order Contains the Wrong Product? Here's How to Fix It

Lost Packages: Carrier Responsibility and Next StepsCarrier Responsibility: Once your order is shipped, the carrier (USPS for US orders, DHL Express for international orders) is responsible for delivery.Contact the Carrier: If your package is lost, c

<h2 id="lost-packages-carrier-responsibility-and-next-steps">Lost Packages: Carrier Responsibility and Next Steps</h2><ul><li><strong>Carrier Responsibility:</strong> Once your order is shipped, the carrier (USPS for US orders, DHL Express for international orders) is responsible for delivery.</li><li><strong>Contact the Carrier:</strong> If your package is lost, contact the carrier directly first &#x2014; they&apos;ll have the most accurate, up-to-date information on your package&apos;s whereabouts.</li><li><strong>Velvet Caviar Assistance:</strong> If the package remains lost after 7 days of being marked &quot;delivered,&quot; contact us &#x2014; we may offer a replacement shipment.</li><li><strong>No Refunds for Lost Packages:</strong> We&apos;re unable to offer refunds for lost packages, but we&apos;ll make it right with a replacement.</li></ul><h2 id="damaged-packages-how-to-report-and-get-a-resolution">Damaged Packages: How to Report and Get a Resolution</h2><ul><li><strong>Photograph the Damage:</strong> If your package arrives damaged, photograph the outer packaging and the item(s) inside.</li><li><strong>Contact Us:</strong> Send us the photos along with your order number &#x2014; we&apos;ll review your case and arrange a replacement or resolution.</li></ul>

Lost, Stolen, or Damaged Package — What's Covered?

Velvet Caviar can't combine two separately placed orders into one shipment — add all items to a single cart to save on shipping.

<p>We understand it would be convenient to combine shipping on separate orders &#x2014; here&apos;s how our system works.</p><h2 id="why-orders-cant-be-combined-after-checkout">Why Orders Can&apos;t Be Combined After Checkout</h2><p>Once two separate orders have been placed, our fulfillment system processes them independently and we&apos;re not able to combine them into a single shipment or change the shipping method after checkout. We&apos;re sorry we can&apos;t accommodate this for orders already placed, but we appreciate your understanding!</p><h2 id="how-to-save-on-shipping-next-time">How to Save on Shipping Next Time</h2><ul><li>Add all items to your cart before placing a single order.</li><li>Take advantage of free standard shipping on qualifying orders.</li></ul><p>&#x1F449; Have a question about your current orders? Contact our support team and we&apos;ll help where we can.</p>

Can Two Separate Orders Be Combined Into One Shipment?

If your Velvet Caviar order hasn't shipped after 7 days, here's how to check what's happening and how to get it resolved quickly.

<p>We&apos;re sorry your item hasn&apos;t shipped yet &#x2014; let&apos;s get this sorted for you right away.</p><h2 id="normal-processing-times">Normal Processing Times</h2><p>Most orders ship within a few business days, but processing can occasionally take a bit longer during high-volume periods.</p><h2 id="how-to-check-your-order-status">How to Check Your Order Status</h2><ol><li>Check your order confirmation email to confirm your order was placed successfully and note the processing timeframe.</li><li>Check your spam or junk folder for a shipping confirmation that may have been filtered.</li><li>Log into your Velvet Caviar account to view your current order status.</li></ol><h2 id="common-delay-reasons">Common Delay Reasons</h2><p>Peak seasons, sales, and pre-order items can extend processing time beyond the usual window.</p><h2 id="contact-us-to-expedite">Contact Us to Expedite</h2><p>If it&apos;s been more than 5 business days with no shipping confirmation, contact our support team with your order number and we&apos;ll prioritize getting your order dispatched.</p><p>&#x1F449; Still no shipping update? Contact our support team with your order number and we&apos;ll investigate right away.</p>

My Order Hasn't Shipped After a Week — What's Going On?

Moved recently and your Velvet Caviar order shipped to your old address? Track it, contact the carrier, and update your account.

<p>If your order has been shipped to your old address and you&apos;ve since moved, here&apos;s what we recommend.</p><h2 id="track-and-contact-the-carrier">Track and Contact the Carrier</h2><ul><li>Track your package &#x2014; check if it has already been delivered to the old address.</li><li>Contact the carrier &#x2014; with your tracking number, ask if they can redirect the package to your new address or hold it at a local facility.</li></ul><h2 id="reach-someone-at-the-old-address">Reach Someone at the Old Address</h2><p>If possible, ask the current residents or building manager to hold the package for you.</p><h2 id="contact-velvet-caviar-for-next-steps">Contact Velvet Caviar for Next Steps</h2><p>If the package cannot be recovered and is returned to our warehouse, we&apos;ll reach out with options to reship or issue a refund.</p><p>We recommend always keeping your shipping address up to date in your account before placing a new order.</p>

Order Shipped to Your Old Address After Moving? Here's What to Do

Everything you need to know about how we ship orders — processing times, delivery estimates, international shipping, and rates.

<h2 id="order-fulfillment--processing-time">Order Fulfillment &amp; Processing Time</h2><p>Orders usually ship within 48 hours, Monday-Friday. Orders placed after 1pm EST on a Friday ship the following week. Please allow additional processing time during weekends, holidays, sales, and for pre-order items. You&apos;ll receive a tracking number by email once your order ships.</p><h2 id="where-we-ship-from">Where We Ship From</h2><p>Orders are shipped from our facility in Salt Lake City, Utah.</p><h2 id="us-shipping-rates">US Shipping Rates</h2><ul><li>Orders over $50: FREE, 2-5 business days</li><li>USPS First Class: $6, 2-5 business days</li><li>USPS Priority: $10, 1-3 business days</li></ul><h2 id="international-shipping-dhl-express">International Shipping (DHL Express)</h2><p>Yes, we ship internationally via DHL Express:</p><ul><li><strong>Canada:</strong> DHL Express $7.99 USD, or FREE on orders $60+ USD</li><li><strong>Europe &amp; Australia:</strong> DHL Express $9.99 USD, or FREE on orders $80+ USD</li><li><strong>Rest of the world:</strong> DHL Express $14.99 USD, or FREE on orders $100+ USD</li></ul><p>All prices listed are in USD and may be converted to your local currency based on current exchange rates.</p><h2 id="uk--eu-orders-taxes--duties">UK &amp; EU Orders: Taxes &amp; Duties</h2><p>UK and EU orders may be subject to import VAT and customs duties. Customs authorities require us to declare the full value of your order on the package. Any customs duties, import taxes, or fees are the customer&apos;s responsibility, even if a shipment is refused upon delivery.</p><h2 id="currency--checkout">Currency &amp; Checkout</h2><p>You can view prices in your local currency using the currency selector, but all orders are charged in USD at checkout. Your card issuer sets the exact exchange rate applied.</p><h2 id="package-safety--liability">Package Safety &amp; Liability</h2><p>All shipped orders become the responsibility of the carrier once dispatched. If a package is lost, please contact your local carrier office first. If it&apos;s still missing 7 days after being marked &quot;delivered,&quot; contact us &#x2014; we may offer a complimentary replacement. Refunds are not issued for lost orders.</p><h2 id="shipping-delays">Shipping Delays</h2><p>During high-volume periods (e.g. holidays), carriers may experience delays beyond our standard estimates. If your order is delayed, it has still been dispatched &#x2014; track it using the link in your shipping confirmation email.</p>

Shipping Policy

What to know about shipping to Canada, Australia, the UK, Europe, and the rest of the world — rates, delivery estimates, VAT, and customs duties.

<p><strong>Do we ship internationally?</strong></p><p>Yes &#x2014; we ship internationally via DHL Express:</p><ul><li><strong>Canada:</strong> DHL Express $7.99 USD, or FREE on orders $60+ USD</li><li><strong>Europe &amp; Australia:</strong> DHL Express $9.99 USD, or FREE on orders $80+ USD</li><li><strong>Rest of the world:</strong> DHL Express $14.99 USD, or FREE on orders $100+ USD</li></ul><p>All prices listed are in USD and may be converted to your local currency based on current exchange rates.</p><p><strong>UK &amp; EU orders</strong></p><p>UK and EU orders may be subject to import VAT and customs duties &#x2014; see Customs Duties &amp; Import Taxes below for details.</p><p><strong>Currency</strong></p><p>You can view prices in your local currency using the currency selector at checkout, but all orders are charged in USD. Your card issuer sets the exact exchange rate applied &#x2014; Velvet Caviar isn&apos;t responsible for differences in that rate.</p><p><strong>Customs duties &amp; import taxes</strong></p><p>Customs authorities require us to declare the full value of your order on the package. You are responsible for any customs duties, import taxes, or fees charged by your local customs authority, even if you refuse a shipment upon delivery. These fees are separate from the shipping cost and may need to be paid before or upon delivery.</p><p><strong>Shipping delays</strong></p><p>International orders can be subject to longer transit times through customs, especially during high-volume periods. Your order has still been dispatched &#x2014; track it using the link in your shipping confirmation email.</p>

International Shipping Policy

Please feel free to reach out to our Support Team via email anytime!

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Velvet Caviar

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