Shipping policy

Shipping & Delivery Policy

Our Fulfillment Philosophy

At Vellumpaw™, delivering exceptional comfort to your companion begins long before our parcels arrive at your doorstep. We are committed to an intentional, transparent logistics workflow that respects both your home aesthetic and the global environment.

To maintain the uncompromising quality of our ergonomic pet essentials while keeping residential luxury accessible without artificial retail markups, we operate a Direct-to-Companion distribution model. By dispatching our crafted goods straight from our specialized artisan workshops and global logistics hubs, we eliminate carbon-heavy intermediary warehousing, reduce packaging waste, and pass those structural savings directly on to you.

We sincerely appreciate your patience as a valued participant in this smarter, more sustainable way of shopping for your home.

1. Order Preparation & Shipping Rates

Every Vellumpaw™ item is meticulously inspected, verified, and secured before leaving our facility.

  • Standard Processing Window: Please allow 2 to 4 business days for thorough quality control checks, protective packaging, and carrier label generation prior to dispatch.

  • Peak Seasonal Volume: During major holiday promotions and high-demand gifting periods, order preparation workflows may require up to 5 business days.

  • Straightforward Shipping Rate: We offer a simple, flat rate of $5.99 USD on all orders globally, regardless of package weight, dimensions, or destination.

2. Estimated Transit Windows

Because our items travel directly from global fulfillment hubs to your residence, delivery timelines vary slightly depending on your geographic destination.

  • United States: 10 – 15 Business Days

  • Canada, United Kingdom & Australia: 11 – 16 Business Days

  • International / Rest of World: 15 – 20 Business Days

Note on Delivery Timelines:

The transit windows listed above represent estimated timeframes rather than guaranteed delivery dates. Crafted quality—and ensuring the safe, damage-free transport of heavy ceramics and dense orthopedic memory foams—takes a little extra care and time.

3. Real-Time Shipment Tracking

As soon as your parcel is handed over to the logistics provider, you will receive an automated dispatch email containing your tracking number and a live carrier monitoring link.

  • Activation Notice: Electronic carrier logs may take 24 to 72 business hours to activate and display transit movement after the initial shipping label is generated.

  • In-Transit Assurance: If your tracking status does not update immediately, rest assured your package is already processed and securely en route to the next regional sorting hub.

4. International Customs, Duties & Taxes

For all deliveries traveling outside the United States, parcels are dispatched on a Delivered Duty Unpaid (DDU) basis.

  • Recipient Responsibility: Any local import tariffs, value-added taxes (VAT), or customs clearance assessments levied by your local government are the sole responsibility of the customer.

  • Customs Clearance: Vellumpaw™ cannot control or be held liable for transit delays resulting from local customs inspection holds.

  • General Expectation: While customs fees are infrequent for standard residential pet supplies, import regulations differ significantly across different countries.

5. Address Revisions & Order Cancellations

We initiate our fulfillment workflows rapidly to ensure your companion’s essentials are on their way without unnecessary delay.

  • 12-Hour Modification Window: If you need to update a delivery address or request an order cancellation, you must submit a written request to service@qscdcdxcx.asia within 12 hours of placing your order.

  • Processing Lock: Once an order enters the physical warehouse dispatch queue and shipping labels are printed, cancellations or address modifications are no longer systemically possible.

6. Transit Protection (Lost or Damaged Shipments)

Your satisfaction and your pet’s safety are paramount to our team.

  • Damaged Upon Arrival: If a fragile item (such as our ceramic dining consoles or architectural lounges) suffers rough transit and arrives damaged, please email us with clear photographic evidence within 72 hours of delivery. We will promptly authorize and dispatch a complimentary replacement.

  • Lost in Transit: If the official logistics carrier concludes a formal investigation and confirms your package has been lost in transit, we will immediately issue a brand-new replacement shipment at zero cost to you.

Need Further Logistics Assistance?

If you have any questions regarding your shipment's progress or delivery status, our support team is always here to help.

  • Customer Care Email: service@qscdcdxcx.asia

  • Phone / Text Support: +1 602-255-0031

  • Headquarters: 118 N 57th Dr #1, Phoenix, AZ 85043, United States

  • Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (MST)