FAQ
FQA
Answers to our most commonly asked questions can be found on our FAQ page. If you still have unanswered questions, please contact us support@viralightofficial.store
SHIPPING & DELIVERY
HOW MUCH DOES SHIPPING COST?
For domestic shipments, any purchase at or over $50 USD ships free. Orders totaling under $50 at checkout are charged $6.99
DO YOU SHIP INTERNATIONALLY?
Yes! We ship to most countries worldwide.
WHEN WILL MY ORDER SHIP?
On average, orders take 2 business days to be fully processed and dispatched from our warehouse.
WILL I GET A TRACKING NUMBER?
Yes! You will be sent a tracking number via email when your package is ready to be shipped.
WHY IS MY TRACKING NUMBER INVALID?
Your tracking number may appear invalid because your package is yet to be dispatched from our warehouse. The progress of your package will be made available to you once the package has been accepted by our carriers and scanned through their facility.
WHEN CAN I TRACK MY ORDER?
You can begin tracking your order once your package is issued a tracking number. Once issued, tracking info can take up to 5 business days to be updated.
WHY CAN’T I TRACK MY ORDER / NO UPDATE?
Tracking updates may be delayed during its journey because your package is waiting to be processed through shipment facilities along the way. Additional delays are common when packages are transferred from one shipping service to another, especially in the case of international shipments where parcels are passed through customs and transferred to the origin post of the destination country. In domestic shipments, this delay typically resolves within a few days.
WHO PAYS FOR DUTIES AND TAXES?
Our prices do not include duties, value-added taxes, or miscellaneous fees. If assessed, these charges are the responsibility of the package recipient, who will be billed by their local customs office. Please keep this in mind when shipping a gift item to a destination outside of the U.S. You may be contacted by your local carrier prior to delivery to settle outstanding duties, taxes, or fees.
I RECEIVED A DEFECTIVE / DAMAGED ITEM
Please send us an email at support@viralightofficial.store with photos of the item in question (defect or degree of damage) and the picking slip so that we can process your refund right away.
ORDER RELATED
I WOULD LIKE TO CANCEL MY ORDER
To proceed with your cancellation, you must notify us within 24 hours before your order is fulfilled and dispatched, at support@viralightofficial.store.
Once orders are fulfilled, customers will be responsible for any fees and expenses related to returns.
Please note: sale items are final sale and are not eligible for returns.
CAN I PARTIALLY CANCEL MY ORDER?
We are unable to process partial cancellations or edit orders (including change in quantity). However, we can cancel the entire order--you can then place the order again with the desired configurations.
