Shipping Policy

Shipping Policy

1. Key Information

• Order cut-off time: 2:00 PM (Eastern Time)
• Processing time: 1 – 2 days (Monday to Saturday)
• Transit time: 3 – 7 days (Monday to Saturday)
• Total delivery time: 4 – 9 days (Monday to Saturday)
• Shipping cost: Free standard shipping on every order within the United States – no minimum
• Shipping area: United States only
• Carriers: UPS (parcels) and FedEx Freight (stoves, fireplace inserts and other heavy items) – always tracked

2. Shipping outside the United States

Velnoba currently ships within the United States only. We do not offer international shipping at this time, and customers outside the United States cannot complete checkout. If you would like to know whether we plan to serve your region, write to info@velnoba.com.

3. How shipping works

After you place an order you immediately receive an order confirmation e-mail with a full summary of your purchase. We then begin processing your order, which normally takes 1 – 2 days (Monday to Saturday). Orders placed before 2:00 PM (Eastern Time), Monday to Saturday, start processing the same day; orders placed after the cut-off, on a Sunday or on a public holiday start processing the next day (Monday to Saturday).

When your order leaves the warehouse you receive a second e-mail with your tracking number. Transit normally takes 3 – 7 days (Monday to Saturday), so the total estimated delivery time is approximately 4 – 9 days (Monday to Saturday) from the day you order.

4. Which carrier delivers what

We match the carrier to the size of your order, and every shipment is tracked:

• UPS – parcels: smaller, lighter items that are within carrier parcel size and weight limits.
• FedEx Freight – heavy and oversized items: pellet stoves, wood stoves, fireplace inserts, built-in and zero-clearance fireplaces, coal and corn stoves and other palletized heating appliances. Freight deliveries are curbside at no extra cost.

Whichever carrier is used, shipping is free and the delivery windows in section 1 apply.

5. How a freight delivery works

1. When your item leaves the warehouse you receive a shipping confirmation with the FedEx Freight tracking (PRO) number.
2. Once the shipment reaches your local terminal, the carrier calls you to book a delivery window. Please make sure the phone number on your order is correct. Someone over 18 needs to be present.
3. The driver delivers curbside: the item is placed at the end of your driveway or at the curb. Drivers cannot carry items into a garage, yard or house. Stoves and fireplace inserts are heavy – plan for two or more people, or suitable equipment such as an appliance dolly, to move the item.
4. Inspect the packaging before you sign. If you see any damage, note it on the delivery receipt and photograph it – this protects your claim. If the damage is severe, you may refuse the delivery; refused freight returns to us and we send a replacement.
5. Keep the packaging until you have checked the item completely.

6. Undeliverable packages and incorrect addresses

Please check your delivery address carefully at checkout – the address on your order confirmation is the address we ship to. If you notice a mistake, e-mail info@velnoba.com as soon as possible; we can correct an address any time before the order is dispatched.

If a package cannot be delivered because of an incomplete or incorrect address, or because it went unclaimed, the carrier returns it to us. We will contact you to arrange a re-delivery to a corrected address, or a full refund if you prefer.

7. If your order is delayed

Carriers occasionally run late during peak season, severe weather or periods of high order volume, and freight to rural areas may take slightly longer. If your order has not arrived after the maximum estimated delivery time, we recommend waiting up to 2 additional days (Monday to Saturday) and checking your tracking link for updates. After that, contact us by e-mail at info@velnoba.com or by phone at +1 302-481-9112 with your order number so we can look into your delivery right away.

8. Tracking your order

Every order ships tracked. You can follow your shipment using the link in your shipping confirmation e-mail, on our Track Your Order page, or in My Account under Orders.

9. Cancellations

You can cancel your order free of charge at any time before it is dispatched – e-mail info@velnoba.com with your order number and “cancellation” in the subject line. Once an order has shipped it can no longer be cancelled, but you can return it under our 90-day return policy.

10. Damaged or incorrect items

If your order arrives damaged, or you receive the wrong item, contact us within 48 hours of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund – we cover the return shipping in these cases. For all other returns a free prepaid return label is included in your package.