Shipping policy

Shipping Policy — Quelova

Last Updated: May 2026

Thank you for shopping at Quelova. Please read this Shipping Policy carefully before placing your order. By purchasing from our store, you agree to the terms outlined below.

1. Order Processing Time

All orders are processed within 1 to 3 business days (excluding weekends and public holidays) after payment confirmation.

You will receive an email confirmation once your order has been placed, and a second notification with tracking information once your order has been shipped.

If we experience a high volume of orders, processing may be delayed by a few additional days. We will notify you via email if this occurs.

2. Shipping Timeframes

Quelova ships to customers worldwide. Estimated delivery times vary by destination:

Destination

Estimated Delivery Time

United States

7 – 20 business days

United Kingdom

7 – 20 business days

Canada

10 – 20 business days

Australia

10 – 20 business days

Europe

10 – 20 business days

Middle East

10 – 25 business days

Rest of World

10 – 20 business days

Please Note: Delivery times are estimates only, not guarantees. Actual delivery may be affected by customs processing, carrier delays, weather conditions, or other circumstances beyond our control.

3. Shipping Costs

Free Standard Shipping on all orders over $50 USD.

Orders under $50 USD are subject to a flat shipping fee calculated at checkout based on destination.

Shipping costs are non-refundable unless the order was not delivered due to our error.

4. Tracking Your Order

Once your order is shipped, you will receive a tracking number via email. You can track your order using the link provided in the shipping confirmation email.

Please allow 3 to 5 business days after receiving your tracking number for the tracking information to become active in the carrier's system.

5. Customs, Duties, and Taxes

Quelova ships internationally. Your order may be subject to customs duties, import taxes, or fees imposed by your country's customs authority.

These charges are the sole responsibility of the customer. Quelova has no control over these fees and cannot predict their amount.

By placing an order, you agree to pay any applicable customs duties or import fees upon delivery. Refusal to pay customs fees will result in the package being returned or destroyed by the customs authority. In such cases, Quelova is not responsible for any resulting loss.

6. Incorrect Shipping Address

It is the customer's responsibility to ensure the shipping address provided at checkout is accurate and complete.

Quelova is not responsible for orders shipped to an incorrect address provided by the customer. If an order is returned due to an incorrect address, the customer may be charged for re-shipping costs.

Please double-check your shipping address before confirming your order. Address changes cannot be guaranteed after an order has been placed.

7. Lost, Stolen, or Damaged Packages

Lost Packages:

If your tracking information shows your order as "delivered" but you have not received it, please:

Check with neighbors or household members.

Contact your local post office or carrier.

Quelova will investigate the matter with the carrier. Claims submitted after 7 days of the delivery date may not be eligible for resolution.

Damaged Packages:

If your order arrives damaged, please contact us at support@quelova.com within 48 hours of delivery with:

Your order number

A photo of the damaged packaging and item(s)

We will work with you to find an appropriate resolution, which may include a replacement or store credit at our discretion.

Stolen Packages:

Quelova is not responsible for packages that are stolen after confirmed delivery. We recommend filing a report with your local police and contacting your carrier for further assistance.

8. Delays Beyond Our Control

Quelova is not liable for delays caused by:

Natural disasters, pandemics, or force majeure events

Carrier delays or strikes

Customs and border inspection delays

Incorrect or incomplete address provided by the customer

Holiday shipping volumes

In such cases, we will make every reasonable effort to assist you, but cannot guarantee delivery by a specific date.

9. Multiple Item Orders

If you order multiple items, they may be shipped from different suppliers or warehouses and may arrive in separate packages at different times. This is normal and does not indicate a missing order.

10. Undeliverable Packages

If a package is returned to us as undeliverable due to an incorrect address, failed delivery attempts, or refusal by the recipient, we will contact you via email. The customer may choose to:

Pay for re-shipment of the package

Receive a store credit (minus original shipping costs)

Quelova does not issue refunds for undeliverable packages that result from customer error.

11.Customs & Import Fees

Please note that international orders may be subject to customs duties, import taxes, or additional fees imposed by your local government. These charges are the responsibility of the customer and are not included in the product or shipping price.

12. Contact Us

If you have any questions about your shipment or this policy, please contact our support team:

Email: support@quelova.com

Response Time: Within 24–48 business hours

This policy is subject to change at any time. The most current version will always be available on our website. Continued use of our store following any changes constitutes your acceptance of the updated policy.

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Shipping policy