Last updated 3 September 2026
This policy sets out how we ship, what arrives with your order, and what we need you to do at the point of receipt. It forms part of our Terms of Sale.
We ship within the United States to non-residential facility addresses only. The ship-to address on your account must be a licensed facility, a commercial receiving location, or a bonded warehouse operating on your behalf.
We do not ship to residential addresses, post office boxes, mail-forwarding services, freight-forwarders acting for undisclosed principals, or any address that cannot be tied to your verified licence. Orders submitted with such an address will be held, not cancelled, and we will contact you for a compliant address.
Lead times are quoted before you order and are confirmed on the order acknowledgement. They begin when the order is accepted and payment or approved terms are in place, not when the order is submitted.
Orders accepted before our daily cut-off on a business day are ordinarily prepared the same or next business day; those accepted afterwards are prepared the following business day. We do not prepare or dispatch orders on weekends or public holidays.
Where a lot requires documentation review before release, dispatch follows release, and we will tell you if that adds time. Estimated dates are given in good faith and are not guaranteed.
We ship by established national carriers. The service level is selected to suit the Product and the destination, and is stated on your acknowledgement. Tracking information is issued by email when the shipment leaves our facility.
An adult signature may be required. Where it is, the carrier will not leave the shipment unattended, and you should ensure someone is available to receive it. Repeated failed delivery attempts are treated under section 8.
Products requiring controlled temperature are shipped in validated insulated packaging with the appropriate coolant, sized for the transit time and the destination climate. Where a Product requires it, we ship early in the week to avoid weekend transit.
On arrival, move temperature-sensitive Products to their stated storage conditions immediately. The storage conditions for each Product are printed on the lot documentation supplied with it. Coolant that has fully melted on arrival does not by itself indicate the Product is out of specification, but you should record the condition on receipt and raise a claim if you have any concern.
Every shipment carries, inside the outer packaging:
Documentation travels with the shipment rather than separately, so your file is complete on receipt. If any document is missing, tell us and we will supply it, but you should still raise a claim within the window in section 7 if the discrepancy is material.
Outer packaging is unbranded and does not identify the contents.
Products are sold FOB origin. Title and risk of loss pass to you when the Products are delivered to the carrier at our shipping point. Where we arrange carriage we do so as your agent, and doing so does not change when risk passes.
Transit insurance is not included by default. If you require it, ask before the order ships and we will arrange it at your cost. Where a shipment is lost or damaged in transit and you have not insured it, we will assist you in pursuing the carrier, but the claim is yours to bring.
On arrival, before signing where possible:
Claims must be raised within five business days of delivery, quoting the order number and the lot number. See the Claims and Returns Policy for what is covered and how the process works.
If a shipment is refused, or cannot be delivered after the carrier's normal attempts, it will be returned to us. Where the cause is within your control — nobody available to sign, an address we were not told had changed, a facility closed without notice — you remain responsible for the original freight, the return freight, and any Product that cannot be returned to saleable condition, which for temperature-controlled Products is ordinarily all of it.
Where the cause is a carrier error or our error, we will re-ship at our cost.
Tell us in writing before an order ships if your ship-to address changes. Address changes after dispatch may not be possible and, where a carrier permits them, incur a fee.
We may ship in instalments and invoice each separately. Where supply is constrained we may allocate available Products among customers on any reasonable basis, and contracted accounts receive priority allocation. We will tell you promptly if an order will ship short, and you may cancel the unshipped balance without penalty.
We do not ship outside the United States as a matter of course. Where we agree to do so, you are the importer of record and are responsible for import licences, customs clearance, duties, taxes and compliance with the law of the destination. Documentation requirements are agreed in writing before any international order is accepted.
Freight, temperature-controlled handling, special packaging and any insurance are quoted with your order and are additional to the Product price unless the quotation says otherwise. Expedited services are available on request at cost.
Veltran Solutions
418 Broadway # 8054, Albany, New York 12207, United States
Email: info@veltransolutions.com
Text: (516) 986-1485