Shipping policy

Orders and Shipping Policy

Last Updated April 12th, 2026

This Orders and Shipping Policy ("Orders and Shipping Policy") outlines the conditions and procedures related to shipment of products purchased through our Site. This Orders and Shipping Policy shall apply with respect to all of our products ("Products") ordered via https://biovelvet.com/ (the "Site"), including Products sold within at a discounted rate and/or during seasonal sales and promotion. Please read this Orders and Shipping Policy carefully before submitting an order (the "Order") via our Site, and feel free to contact us if you have any questions related to this Orders and Shipping Policy. You may have certain rights governed by local legislation. Nothing in this Orders and Shipping Policy will affect your statutory rights.

1. Order Acceptance. Your Order constitutes an offer to purchase and does not form a contract. We reserve the right to accept or decline your Order for any reason until shipment is confirmed.

2. Order Processing and Shipping. Orders are generally processed within 1-2 business days (excluding weekends and holidays) after receiving your Order confirmation email. Order placed after [time], will be considered placed on the next business day. Shipping costs will be as displayed at checkout. Once your order has been shipped, you will receive an email with a tracking number and a link to track your package. The estimated delivery time is within 6-8 business days after shipping; however, actual delivery charges and timescales may vary depending on the type of Products ordered, the delivery address, couriers delays or unforeseen circumstances. For faster shipping, you are welcome to contact our support team for personalized assistance. 

1. Shipping. Shipping fees are not included in the product price and will be added at checkout. The final shipping cost will be calculated based on your delivery address, shipping method, and Order size. Any applicable shipping charges will be clearly displayed before you complete your Order.

1. Shipping Locations. We currently ship to the United States. All Orders will be shipped to the address designated by you, if applicable, so long as such an address is complete and complies with any shipping restrictions contained on our Site. 

1. Partial Shipments. If any Products in your Order are temporarily out of stock, we will notify you via email. You will have the option to wait for the backordered Products or cancel that portion of your Order for a full refund. If you decided to wait for the backordered Products, we may ship available Products immediately and send backordered Products when they become available. You will only be charged shipping fees once per Order, regardless of whether your Order ships in multiple packages.

1. Delivered Not Received (DNR). Upon confirmation of the courier that the Order was delivered, any risk of loss or damage shall pass to you, and we will bear no responsibility for any loss, theft or damage thereafter. However, if the package is marked as delivered according to the courier but you have not received it, we are here to help. In this case, please (1) Verify your delivery address to confirm the shipping information you provided is correct; (2) Check with neighbors and household members who might have accepted the package on your behalf; (3) Wait for 2 business days as packages sometimes appear shortly after delivery confirmation. If you still cannot locate your package after completing these steps, please contact our support team. 

1. Lost Packages. A package might be considered lost when it has not been moved from its last checkpoint for five (5) business days for standard shipping (USPS) or three (3) business days for fast/express shipping (DHL/FedEx). If your package tracking shows no movement for the timeframes above, please contact our support team with your Order number and tracking information. 

1. Late Delivery. We strive to process all Orders promptly. However, if your Order experiences a fulfillment delay, we may notify you of such delay. If your Order is delayed for reasons attributable to us, we may offer you a partial or a full refund (subject to our discretion). 

1. Courier Delay. We choose the couriers at our discretion. All Products purchased from us are pursuant to a shipment contract with a shipping couriers. All risks in the Products you Order (including risk of loss and/or damage to the Products) shall pass on to couriers upon delivery to the couriers. Please note that we are not responsible for shipping delays incurred by the couriers. Where the supply of the Products is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand), we will make every effort to keep you informed but, to the maximum extent permitted by law, we shall be under no liability to you for such delay or failure. For the avoidance of doubt, this paragraph does not exclude or effect in any way any statutory right that is afforded to you to cancel an Order when a Product is delayed or not provided.

1. Wrong Address; Return to Sender; Error on Delivery. Occasionally, a courier may report a “delivery exception” on the tracking page. This means something unexpected happened during delivery causing the package to be late, lost or returned to sender, e.g. an incorrect address, weather delays etc. If your package encounters a delivery exception, please (1) Contact our support team with your order number and any tracking information; and (2) Verify your delivery address to ensure we have the correct information on file. We will investigate the situation with our shipping partners. 

1. Force Majeure. We are not responsible for any failure to perform, or for any delay in performance of, any of our obligations under this Orders and Shipping Policy that is caused by events outside our reasonable control (“Force Majeure Events”). Force Majeure Events include, without limitation, acts of God, natural disasters, severe weather, fire, explosion, flood, epidemic, pandemic, war, terrorism, civil commotion, strikes, labor disputes, lockouts, supply chain disruptions, governmental actions, power outages, or failures of telecommunications or transportation networks. If a Force Majeure Event occurs, our obligations will be suspended for the duration of the Force Majeure Event, and we will use reasonable efforts to notify you and to minimize any resulting disruption.

1. Refunds, Returns and Order Modification. If you need to modify or cancel your Order or for some reason you are not satisfied with your Order, you can return or modify the Order in accordance with our Refund, Returns and Orders Modification Policy.

1. Contact Us. For any further questions or assistance, please reach out to our support team via  hello@biovelvet.com or legal@zyg.com.