Shipping Policy

Maison Velline
Effective Date: June 24, 2026
Last Updated: July 30, 2026

Maison Velline is owned and operated by Truee Ventures LLC (“Maison Velline,” “we,” “us,” or “our”).

Thank you for shopping with Maison Velline. This Shipping Policy explains how we process, ship, track, and deliver orders placed through our website.

By placing an order with us, you agree to the terms of this Shipping Policy.

1. Order Processing Time

Orders are generally processed within one to two business days after the order is placed and payment is confirmed.

Business days are Monday through Friday, excluding federal holidays and other days when our fulfillment partners or shipping carriers are closed.

Weekend and Holiday Orders

Orders placed on weekends or holidays will generally begin processing on the next business day.

Peak Seasons and Promotions

During high-volume periods, including holidays, product launches, sales, and promotional events, processing may require an additional one to two business days.

If a significant processing delay occurs, we may notify you using the email address associated with your order.

Order Confirmations

After placing an order, you should receive:

An order confirmation email confirming that your order was received.
A shipping confirmation email containing tracking information after your order has shipped.

An order confirmation does not mean that the order has shipped or that it has been finally accepted for fulfillment.

2. Shipping Times and Delivery Estimates

After an order has been processed and shipped, estimated standard delivery times are:

Destination	Estimated Shipping Time
United States	Approximately 6 business days
Canada	Approximately 6–8 business days

For standard orders shipped within the United States, the total estimated time from purchase to delivery is generally seven to eight business days, including one to two business days for processing and approximately six business days for shipping.

These delivery periods are estimates only and are not guaranteed.

Delivery may take longer because of:

Carrier delays.
Severe weather.
Customs processing.
Incorrect or incomplete addresses.
Holidays and high-volume shipping periods.
Transportation or supply-chain interruptions.
Government actions.
Events outside our reasonable control.

Business days do not include weekends or public holidays.

3. Shipping Carriers and Rates

Orders are generally fulfilled from our fulfillment facility or third-party fulfillment partner in the United States.

Orders may be shipped using:

USPS.
UPS.
FedEx.
Another comparable local or international carrier.

The carrier used for an order may depend on the destination, package size, service availability, and shipping method selected.

Shipping charges, where applicable, are calculated and displayed at checkout before the order is completed.

Any eligible free-shipping promotion will be applied at checkout according to the terms of the promotion.

4. Order Tracking

After your order ships, we will generally send a shipping confirmation email containing your tracking number or tracking link.

Tracking information may require 24 to 48 hours after a shipping label is created before it begins displaying movement or carrier updates.

A “label created,” “shipment information received,” or similar tracking status usually means the carrier has received the shipment information but may not yet have scanned the package into its network.

If you have not received tracking information within four business days after placing your order, contact us at support@maisonvelline.com.

Before contacting us, please check your spam, junk, and promotions folders.

5. Shipping Address Accuracy

You are responsible for providing a complete and accurate shipping address when placing your order.

Please confirm that the following information is correct before submitting your order:

Recipient name.
Street address.
Apartment, suite, or unit number.
City.
State, province, or region.
Postal or ZIP code.
Country.
Phone number and email address.

Maison Velline is not responsible for delivery problems caused by an incorrect, incomplete, or outdated address provided by the customer.

Address Corrections

If you notice an address error, contact us immediately at support@maisonvelline.com.

We will make reasonable efforts to correct the address, but we cannot guarantee that a change can be made after an order has entered processing or fulfillment.

Returned Packages

If a package is returned because of an incorrect or incomplete address, refusal, failed delivery attempt, or failure to claim the package, we may contact you to arrange reshipment.

The customer may be responsible for:

Additional shipping costs.
Return-to-sender charges.
Carrier handling fees.
Customs or brokerage charges.
Other expenses caused by the failed delivery.

A refund, if approved, may be reduced by these costs where permitted by applicable law.

6. Lost, Stolen, or Delayed Packages

Delayed Packages

If tracking has not updated for seven or more days, contact us at support@maisonvelline.com.

We may open an inquiry with the carrier or fulfillment provider. Carrier investigations may require additional time and are subject to the carrier’s procedures.

A delayed tracking update does not necessarily mean the package is lost.

Lost Packages

If the shipping carrier confirms that a package has been lost in transit, we may offer:

A replacement.
A refund.
Store credit.
Another appropriate resolution.

The available resolution may depend on inventory availability, carrier findings, and the circumstances of the shipment.

Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it:

Confirm that the shipping address on your order is correct.
Check around the property, including entrances, mailrooms, parcel lockers, garages, and other safe locations.
Ask household members, building staff, and nearby neighbors whether they accepted the package.
Wait up to 48 hours, as carriers occasionally mark packages as delivered shortly before the package is physically delivered.
Contact the carrier directly for delivery details.
Contact us within seven days after the recorded delivery date if the package still cannot be located.

We will reasonably assist with the carrier investigation. We may request additional documentation, including a written statement, proof of identification, police report, or carrier claim information where reasonably necessary.

A replacement or refund is not guaranteed where the carrier confirms delivery to the address provided by the customer, but we will review each claim based on its circumstances and applicable law.

7. International Shipping, Duties, and Taxes

Orders shipped outside the United States may be subject to:

Customs duties.
Import taxes.
Value-added tax.
Goods and services tax.
Brokerage charges.
Customs clearance fees.
Other government or carrier-imposed charges.

Unless clearly stated otherwise at checkout, these charges are not included in our product prices or shipping charges.

The recipient is responsible for paying applicable import charges directly to the carrier, customs authority, or other collecting agency.

We do not control the amount of these charges and cannot predict what they may be.

Customs inspections and clearance procedures may delay delivery beyond the estimated timeframe.

Refused International Packages

If an international package is refused, abandoned, or returned because import charges were not paid, we may deduct the following from any approved refund:

Original shipping costs.
Return shipping costs.
Customs charges.
Brokerage fees.
Carrier handling fees.
Other costs incurred in recovering the package.

A refund will not be issued until the package has been returned to and inspected by our fulfillment provider.

8. Damaged Packages and Products

Inspect your package and products promptly after delivery.

If your order arrives damaged, contact us at support@maisonvelline.com within seven days after delivery.

Your message should include:

Your order number.
A description of the damage.
Clear photographs or video of the damaged product.
Photographs of the shipping package.
Photographs of the shipping label and any visible carrier damage.

Please keep the product, packaging, shipping box, labels, and protective materials until the claim has been resolved. The carrier may require these materials for inspection.

After reviewing the claim, we may provide:

A replacement product.
A full or partial refund.
Store credit.
Another appropriate resolution.

Eligible damaged-in-transit claims will be resolved without additional shipping charges to the customer.

9. Missing or Incorrect Products

If your package is missing a product or contains an incorrect product, contact us within seven days after delivery at support@maisonvelline.com.

Include:

Your order number.
A description of the missing or incorrect product.
Photographs of all products received.
Photographs of the packaging and shipping label.

After reviewing the claim, we may ship the correct product, replace the missing product, issue a refund, or provide another appropriate resolution.

10. Multiple Shipments

Products from the same order may occasionally be shipped separately because of product availability, packaging requirements, or fulfillment location.

When an order is divided into multiple shipments, you may receive separate tracking numbers and delivery dates.

You will not be charged additional shipping fees solely because we divided an order into multiple shipments, unless otherwise disclosed and agreed to at checkout.

11. Order Changes and Cancellations

To request an address change, product change, or cancellation, contact us at support@maisonvelline.com as soon as possible.

We cannot guarantee that an order can be changed or cancelled after it has been submitted.

Once an order has entered fulfillment or shipped, we may be unable to modify or cancel it.

If an order cannot be cancelled, you may request a return after delivery in accordance with our Return & Refund Policy.

12. Delivery Restrictions

We may be unable to ship to certain locations, including:

P.O. boxes for certain shipping methods.
Military or diplomatic addresses.
Freight-forwarding addresses.
Remote regions not served by our carriers.
Countries or regions subject to carrier, legal, payment-provider, or trade restrictions.

We reserve the right to cancel an order if we cannot reasonably or lawfully ship it to the address provided. If we cancel an order for this reason, we will issue an applicable refund to the original payment method.

13. Freight Forwarders and Reshipping Services

Customers who use a freight forwarder, package-forwarding company, reshipping service, hotel, temporary address, or third-party receiving service do so at their own risk.

Our responsibility for the shipment may end when the package is delivered to the forwarding or receiving service, to the extent permitted by law.

We are not responsible for loss, damage, repackaging, delays, additional charges, or delivery errors that occur after delivery to the third-party forwarding service.

14. Events Outside Our Control

We are not responsible for shipping or delivery delays caused by circumstances outside our reasonable control, including:

Severe weather.
Natural disasters.
Carrier interruptions.
Customs delays.
Labor disputes.
Government action.
Civil unrest.
Transportation disruptions.
Power or telecommunications failures.
Cyberattacks.
Public-health emergencies.
Supply-chain interruptions.

We will make reasonable efforts to provide updates and complete delivery as circumstances permit.

15. Consumer Rights

This Shipping Policy does not exclude, limit, or replace any shipping, delivery, refund, warranty, or consumer-protection right that cannot legally be waived.

Where applicable law provides greater protection than this policy, the applicable law will control.

16. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our fulfillment practices, shipping carriers, delivery services, or legal obligations.

When changes are made, the “Last Updated” date at the top of this policy will be revised.

The version posted at the time of purchase will generally apply to that order unless applicable law requires otherwise.

17. Contact Us

For questions about shipping, tracking, or delivery, contact us at:

Maison Velline
Owned and operated by Truee Ventures LLC
8206 Louisiana Blvd NE, Ste A-8992
Albuquerque, NM 87113
United States

Email: support@maisonvelline.com
Phone: 302-364-5837