Shipping policy

At Velocity Family we are committed to delivering your orders quickly, safely, and reliably across Sri Lanka. Please read our Shipping Policy carefully to understand how we handle delivery of your purchases.

Delivery coverage

We deliver island-wide across Sri Lanka. We currently do not offer international shipping. All orders are dispatched from our warehouse in Rajagiriya, Sri Lanka.

Processing time

Orders are processed on working days — Monday to Friday, excluding Sri Lankan public holidays.

  • Orders placed before 2:00 PM on a working day will be processed the same day
  • Orders placed after 2:00 PM on weekends or on public holidays will be processed on the next working day
  • You will receive an order confirmation via email or SMS once your order has been successfully placed

Delivery timeframes

Delivery times vary depending on your location.

  • Colombo and suburbs — 1 to 2 working days
  • Western Province — 2 to 3 working days
  • Other provinces — 3 to 5 working days
  • Remote areas — up to 7 working days

These are estimated timeframes only. Actual delivery times may vary depending on your location, courier availability, and circumstances beyond our control.

Shipping charges

  • Delivery fees are calculated based on your location and the total weight of your order
  • The exact shipping fee will be displayed at checkout before you confirm your order — there are no hidden charges
  • Shipping fees are non-refundable unless the return is due to an error on our part

Courier partners

We work with trusted local courier services to deliver your orders.

  • Prompt Xpress
  • Pronto Lanka
  • Domex
  • PickMe Flash
  • DHL on selected routes

The courier assigned to your order may vary depending on your location and product size.

Order tracking

  • Once your order is dispatched you will receive a tracking number via SMS or email
  • You can use this tracking number on the respective courier's website to monitor your delivery in real time
  • If you do not receive a tracking number within 2 working days of placing your order please contact us

Failed and missed deliveries

  • Our courier partner will attempt delivery up to two times
  • If delivery fails after two attempts due to an incorrect address or unavailability the order will be returned to us
  • In such cases re-delivery charges will apply and must be paid before we reship your order
  • Please ensure your delivery address and contact number are accurate when placing your order

Damaged or lost shipments

  • If your order arrives damaged please photograph the packaging and product immediately and contact us within 48 hours of delivery
  • If your order appears to be lost in transit please contact us and we will investigate with the courier on your behalf
  • We will offer a replacement or refund for confirmed lost or damaged shipments

Important notes

  • We are not responsible for delays caused by courier partners, adverse weather, road conditions, or other circumstances beyond our control
  • During peak seasons or promotional periods delivery times may be slightly longer than usual
  • Velocity Family is not liable for orders delivered to an incorrect address provided by the customer

Contact us

For any shipping related queries please get in touch with us.

  • Website: velocityfamily.lk
  • Email: velocityimporters@yahoo.com
  • Phone / WhatsApp: 077 798 1536
  • Address: 259/15, Bandaranayakapura Road, Kalapaluwawa, Rajagiriya, Sri Lanka

We appreciate your trust in Velocity Family and are committed to getting your order to you as quickly and safely as possible.