Shipping & Delivery Policy

Delivery, Unloading & Inspection Policy

At VelnoraUSA, we deliver your order directly to the address you provide. Delivery is considered completed once the shipment reaches the delivery address.

Unloading Responsibility

Some products may require equipment such as a forklift or pallet jack depending on their weight and size.

• Customers are responsible for unloading products from the truck
• Moving materials into a garage, storage area, or job site is the customer's responsibility
• Delivery drivers do not provide inside delivery

We strongly recommend arranging proper equipment or extra labor on the delivery day to safely unload and transport your order.

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Important: No Inside Delivery

We do not offer “Inside Delivery.”
This means the driver will not bring materials into your home, garage, or storage area.

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Inspection Upon Delivery

Upon receiving your order, you must inspect the shipment to ensure:

• Correct products are delivered
• No boxes are missing
• No visible damage exists

You must report any issues within 10 days of delivery and before installation.

⚠️ Installation = Acceptance
Once the product is installed, it is considered accepted, and no claims can be made.

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Reporting Damage

If you notice visible damage during delivery:

1. Inform the delivery driver immediately
2. Ask the driver to complete a damage report
3. Take clear photos of:
   • Damaged pallets or boxes
   • The damage report form
4. Email everything to: customerservice@velnorausa.com

If damage is discovered after delivery, you must:

• Report it immediately
• Send photos before installation

All claims are reviewed case-by-case by VelnoraUSA.

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Breakage Policy (Industry Standard)

Due to the fragile nature of stone and flooring materials:

• Up to 5% breakage is considered normal (Minor Damage)
• Minor damage is not eligible for refund or replacement
• Over 5% breakage is considered Major Damage and will be reviewed by our team

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Delivery Access Requirements

To ensure successful delivery, customers must provide:

• Safe and clear access for trucks
• Suitable parking space

If delivery cannot be completed due to:

• No one present at delivery
• Unsafe or restricted access

You may be required to:

• Reschedule delivery
• Pay a re-delivery fee

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Delivery Timing Disclaimer

All delivery dates are estimated.

While VelnoraUSA makes every effort to meet timelines:

• Delays may occur due to logistics or external factors
• Delays do not qualify for order cancellation or compensation

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Need Help?

For any issues related to:

• Delivery
• Missing products
• Damaged items

Please contact us through the Contact Us page on Velnora or email:

info@velnorausa.com