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Shipping & returns.
Free shipping over $35 across the USA and Canada, and free 30-day returns and exchanges — always. Here's exactly how it works.
Getting it to you
Shipping, simply.
Fast, tracked delivery on both sides of the border. Full carrier details live in our shipping policy.
- Free shipping
- On every order over $35 within the USA and Canada. Under $35, a flat rate is calculated at checkout.
- Processing
- Orders are packed and shipped from Surrey, BC within 1–2 business days (Mon–Fri, excluding holidays).
- Delivery
- Canada: 2–7 business days. USA: 4–10 business days once shipped. Remote areas may take a little longer.
- Tracking
- You'll get a tracking link by email the moment your order leaves our studio.
- Duties & taxes
- Canadian and US orders ship with no surprise fees. Any applicable taxes are shown at checkout.
Changed your mind?
Returns in three steps.
Free 30-day returns and exchanges on unopened items. No stress, no restocking fees.
| Step | What to do | Timeline |
|---|---|---|
| 01 — Reach out | Email connect@vellumwellness.com with your order number within 30 days of delivery. | Within 30 days |
| 02 — Send it back | We'll send return instructions and a shipping label. Pack items in their original condition. | 1–2 days to hear back |
| 03 — Refund or swap | Choose a refund to your original payment method, or a no-cost exchange for something new. | 5–7 days after we receive it |
Good to know
Questions, answered.
For the full legal detail, see our shipping policy and refund policy.
Q1 How long do I have to return something?
You have 30 days from the day your order arrives to start a return or exchange. Reach out at connect@vellumwellness.com and we'll take it from there.
Q2 Do returns and exchanges cost anything?
No. Returns and exchanges are free within 30 days — there are no restocking fees. We'll cover the return label.
Q3 Can I return an opened or used product?
For hygiene and safety reasons, we can only accept items in their original, unopened condition. If something arrived damaged or wrong, email us with a photo and we'll make it right straight away.
Q4 My order arrived damaged — what now?
We're so sorry. Send a photo to connect@vellumwellness.com within 7 days of delivery and we'll ship a replacement or issue a refund, no return needed.
Q5 Are gift cards returnable?
Gift cards are non-returnable and non-refundable — but they never expire, so there's no rush to use them.
Q6 When will I get my refund?
Once we receive your return, refunds are processed within 5–7 business days to your original payment method. Your bank may take a few extra days to post it.
Still stuck?
We're one message away.
Can't find what you need? Our team is happy to help with anything shipping, returns, or order related.