Frequently Answered Questions

 

Got a question about our products, delivery or wholesale? Find answers here or on our knowledge base.

General Questions

Do you offer special prices for bulk orders?

Yes, if you’re looking at ordering quantities greater than 20 please contact us via our contact form for more information.

Can I order an old VR Cover or some other product that is not listed on your site?

No. But you can sign up for the newsletter so that if we ever offer other products you’ll hear about it there.

I didn’t create an account when I ordered. Can I create one now and add my order to it?

No. However, you can contact us and we can tell you anything that you want to know. We’re very quick about it too.

I can't seem to log in to my account?

You probably don’t have an account. In order to have an account you have to make sure that the “create an account” tick box is ticked when you submit your order. If you know that you have an account and your password is not working you can simply contact us via the contact form and let us know. We will get you a new password and life will be as it should once again.

I’ve sent a message but have not gotten a response. What should I do?

People are often surprised at how quickly we respond however occasionally, for various reasons, there will be an email or two that slips past us. Often it was put in the junk mail folder and we didn’t notice it right away. If it has been more than a couple of days since you’ve contacted us and you haven’t heard back (and it’s not because it’s the weekend) then please contact us again using our site contact form just to be sure it doesn’t also go to junk mail. We have never and will never intentionally ignore an email unless we think it has a virus.

Lastly, double check and make sure your email address is being entered correctly, you’ll be surprised how often auto-fill errors happen.

Do you offer VR Cover hygiene solutions for Google Cardboard or Google Daydream VR headsets?

We won’t be supporting Google Cardboard or the many variations that have arisen from it.

Shipping & Delivery

When will my order be shipped?

Your order ship date may depend on your location.

Most orders to the US and Canada are sent from a fulfillment centre in the US and all orders should be shipped within 24-48 hours.

For customers in Europe we are working on setting up a fulfillment centre to serve you better, however for the time being we use a batch-ship method which means the processing time may be longer. Despite being longer to process, the shipping method is faster and more efficient compared to alternatives.

If you have a deadline and need an item by a certain date please contact us letting us know the products you are interested in and the destination country and we’ll be able to give you a more specific answer.

More information is also available on our dedicated shipping page.

I need my items by a certain date, can you guarantee delivery?
Sometimes yes, sometimes no. It really depends on a lot of circumstances. Please contact us via the contact form so that we can look into it for you. No promises, but we will do what we can.
For US customers we can now offer 2-day shipping on weekdays via the ‘Express Confirmation’ option.
Do you accept returns?

Standard returns policy

  • We accept returns or exchanges only in the case that the product is defective/ damaged.
  • Only items that have been purchased directly through https://vrcover.com can be returned. We can’t accept returns or exchanges for purchases through other outlets e.g. Amazon.

 

Defective/ Damaged products

  • In the case that the product is defective or damaged when you receive it, we will send you a replacement. A Defective Product is defined as a product that has a manufacturing or design defect that results in the product being unfit for its intended use.

 

Refunds

  • In the case that you receive a damaged or defective product and prefer a refund, this would be initiated when we receive your returned package.
  • Returned products should be clearly marked as a ‘Product Return’ so that no re-entry import tax is necessary. We reserve the right to reject shipments with import tax due.
Where are you located and how do you ship?

We are located in Bangkok, Thailand and ship orders via DHL registered mail. We offer offer standard registered shipping worldwide which may take 7-14 days as well as express shipping which may take 2-4 days.

For US customers, many of our products now ship from a fulfillment centre in Kentucky and your package should arrive within 5-7 days of it being dispatched.

We’re in the process of setting up a European fulfillment centre in Germany to better serve our EU customers but for the meantime orders to Europe and the rest of the world ship from Thailand.

How long does delivery take once my order has been shipped?

Standard Shipping

United States: 5-7 days
Europe: 10 – 14 days
Australia: 10 – 14 days
Asia: 7 – 10 days
Canada: 14 – 21 days
Rest of World: 14 – 31 days

Express Shipping

United States: 2-3 days
Rest of World: 4-5 days

Please refer to our dedicated shipping page for more information.

Why has my package not arrived yet?

Please refer to your tracking number first to check if the package has reached your destination country. In some cases an International tracking number may be used on your countries own postal courier website which may provide more information.

Bear in mind that even though shipping to your country is possible, delivery may take longer for certain countries for reasons out of our control, the following countries and regions have the estimated delivery times as follows:

Mexico: 35-45 days

Brazil: 30-40 days

Israel: 21-35 days

Latin America: 35-45 days

If your package has not yet arrived and it is over the expected delivery time listed on the product page please let us know via the contact form with your order number and we will investigate it for you.

Lastly, the guidelines we post for delivery times on the product pages are just estimates. Once your items leave our packaging centre they are out of our hands and there are many possible reasons the package may be delayed, however we will always do our best to keep you informed.

Hygiene

How should I clean the PU leather material?

We recommend alcohol free antibacterial wipes or spray to wipe down the foam/covers between uses. For a deeper clean you may want to look into using an alcohol based solution, but this should preferably be done overnight and not before you’re going to pass the headset on to the next person as to prevent an adverse skin reaction.

How do I clean the Oculus Rift?
How do I clean the Samsung Gear VR?
How should I clean the cotton covers and Velour foam?

Our fabric products are all designed to be machine washed. We suggest using a cold setting (30c) and air drying (don’t tumble dry).

How do I clean the HTC Vive?
What are the ingredients of your antibacterial Wipes?
The ingredients are as follows:
Water, Sodium Benzoate, Propylene Glycol, PEG-40 Hydrogenated Castor Oil, Methylisothiazolinone, Disodium EDTA, Citric Acid, Benzalkonium Chloride

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