Do you provide tracking information for shipped orders?
Yes, once your order is shipped, we provide tracking information so you can track it. This information will be included in the shipment notification we send to you.
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Shipping
Shipping Information
How do I handle a delayed or missing shipment?
If your order is delayed or missing, please allow a few more days for delivery due to unforeseen delays in transit. While we cannot process a refund until the item is returned to us, you may inform us if you decide not to keep the item once it arrive
What should I do if my order shows as delivered but I have not received it?
If your package hasn't arrived:. If you still haven't found your package after a few business days, please contact us. We'll be happy to assist you further.
What should I do if an item from my order is missing?
If an item is missing from your package:. This information will help us investigate the issue and resolve it promptly.
What happens if there's a delay or lack of updates on my order's tracking?
If your order's tracking is delayed:. Don't worry, shipping delays can happen. Even if the tracking hasn't been updated, your package may still be in transit. We ship packages daily, so your order is likely on its way. However, if you see no updates
Can my order be reshipped if it was sent to the wrong address and returned?
If your package was sent to the wrong address:. Don't worry, we can fix that! We'll reship your order to the correct address. Please confirm that the address we have on file is still accurate. Once we verify the correct address, we'll reship your ord
How can I update the shipping address on my order?
If you need to change your shipping address, please contact us as soon as possible. Important:. If we can update the address:. To update your shipping address, please provide:. We'll check if the change is possible and let you know. If you don't hear
What happens if my order is shipped to the wrong address?
If your package was sent to the wrong address:. Please contact us immediately. If we made the mistake:. If you provided the wrong address:. Please let us know as soon as possible so we can resolve this issue.
What should I do if my order contains an incorrect or mismatched product?
If you received an incorrect or mismatched product:. Please visit our Returns Portal to start a return or exchange. Be ready to provide:. This information will help us process your return or exchange quickly.
How long does shipping take?
US Shipping:
Do you ship internationally?
Yes, we offer international shipping! You can view the shipping options and estimated delivery times for your specific location here.
How do you ship orders to the UK & EU?
For orders to the UK under $135 and the EU under $150, we've partnered with Passport shipping. They will be the seller, and VAT fees will be included at checkout.
Where does Velvet Caviar ship from?
Orders are shipped from our facility in Salt Lake City, Utah.
Package Safety & Liability
Lost Packages:
Can you change my shipping method to combine two orders I placed separately so I don't have to pay two separate shipping fees?
Unfortunately, we cannot change shipping methods or combine separate orders. To cancel an order, please contact our Support Team.
Do you have Next-Day Air Priority Shipping?
We currently only offer Priority Shipping, which typically takes 1-3 business days for delivery.
What should I do if my item hasn't shipped after a week?
If your order hasn't shipped after a week, please be rest assured that our team is working diligently to dispatch your purchase amidst any potential backlog of orders. Expect an email with tracking information once your item is on its way.