Frequently Asked Questions

We’ll do our best to help, but once an order is transmitted to our fulfillment partner, changes or cancellations may not be possible.

If you need to request a change, reach out via our contact form as soon as possible. To speed up the process, please provide:

• Order number and email used to place the order
• Item(s) to cancel
• Item(s) to add (include details like color and quantity)
• New shipping address (if applicable)

Note: Updating your address in your account dashboard won’t change the address for an order already being processed. Contact us directly for address changes.

Order confirmations are sent within minutes of purchase. If you haven’t received one:

1. Double-check that you’re checking the right email account.
2. Search your inbox, spam, or junk folders.
3. Verify if your payment went through. If the payment is still pending, check with your bank.

If your payment has gone through but you still don’t see the confirmation email, contact us with:

• The name and email address used for the order

We’ll be happy to check on it for you!

No, accounts can only be created at checkout before payment. But no worries – if you need order details, just drop us a message, and we’ll send the invoice with all the relevant info.

If you’re having trouble logging in, here’s what to check:

• You may not have an account. Accounts are only created if you ticked the “Create an account” box at checkout.
• If you’re sure you have an account but can’t access it, contact us via the contact form. We’ll help you reset your password so you can log in smoothly again.

If your order is missing an item or you received the wrong product, we’ll make it right.

Before reaching out, please check if your order was split into multiple shipments – you should have received an email with separate tracking links.

If something is missing or incorrect, email us:

• The name of the missing or incorrect item
• A photo showing everything that arrived
• A picture of the packing list
• (For incorrect items) Photos of the wrong item, its packaging, and barcode

Once we have these details, we’ll sort it out as quickly as possible!

All prices are listed in US Dollars (USD).

If you’re having trouble at checkout, try these steps:

• Ensure you’re using the latest version of your browser.
• Clear your cache or try a different browser (or an incognito window).
• Check with your bank to confirm your credit card is working, or try another card.

If the issue persists, reach out to us with:

• A detailed description of the problem
• Screenshots of your cart and any error messages
• Steps you’ve already taken to troubleshoot

We’ll do our best to help!

A pending authorization means your payment is being reviewed by your bank or PayPal. You haven’t been charged yet — it just appears as a pending transaction. Authorizations can remain for up to 14 working days before disappearing.

• If you didn’t receive an order confirmation email, we don’t have your order, and the payment hasn’t gone through.
• If a pending charge is still there after 14 working days, please contact your bank or PayPal for assistance.

Since we’re an overseas merchant, some banks may apply a small foreign transaction fee when you make a purchase. This varies by card issuer, so we recommend checking with your bank if you’re unsure.

Gauss Labs Limited is our merchant of record, so any charges for VR Cover purchases will appear under their name on your credit card statement.

We ship internationally to many countries! To check if we deliver to your location, simply add an item to your cart and proceed to checkout. You’ll find a list of available countries in the drop-down menu.

We offer Standard and Express shipping to many countries worldwide. Most orders ship from Thailand, while orders to North America may ship from our California fulfillment center if stock is available.

Note: We are unable to ship to US Armed Forces (AP) addresses. Express shipping also cannot be delivered to PO Boxes.

Standard Shipping

• Flat rate: $12.00
• Delivery: Shipments use a combination of carriers, with final delivery typically handled by the local postal service.
• Processing time: 48 hours (except for batch shipments to Europe).
• Tracking: You’ll receive an email with a tracking link to Aftership, or directly to carrier websites (e.g., USPS, UPS, DHL).
• European shipments from Thailand use a batch shipping method, so processing may take longer.

Estimated Delivery Times

• United States: 7 – 14 working days (7 – 10 working days if shipped from the US)
• Canada: 14 – 21 working days
• Europe: 14 – 21 working days
• Australia: 10 – 14 working days
• Asia: 7 – 10 working days
• Rest of the world: 14 – 31 working days

Express Shipping

• For most countries, the flat rate is $19.00.
• Some remote locations incur an additional Remote Area Surcharge. If this applies to your order, we’ll contact you after confirmation to process the extra payment. You can check the affected postcodes here.
• Delivery: Sent via courier with full tracking. A signature may or may not be required. If you’re not home, a note should be left for redelivery. If not, check the carrier’s tracking page.
• Customs fees: Express shipments are more likely to be inspected at customs and may incur additional import fees. Customers are responsible for these charges. If an order is returned due to unpaid fees, the refund will be adjusted to account for any costs incurred.

Estimated Delivery Times

• Australia & New Zealand: 8 – 12 working days
• Rest of the world: 4 – 6 working days

Important Shipping Notes

Delivery times are estimates and may vary due to factors beyond our control, such as customs delays and peak seasons.
Expect delays around holidays due to increased shipping demand.

We understand that not seeing tracking updates can be frustrating! In most cases, your package is still on its way and tracking will update within 5 – 7 working days. If your order was shipped under the Standard option, you may find additional tracking updates on the local postal service’s website (e.g. USPS) using your original tracking number or last-mile tracking number.

Why hasn’t the tracking updated yet?

• Your package is still in transit to the next facility, where it will receive a scan.
• Your package is going through customs, which can take extra time in some countries.
• Shipping carriers may be experiencing delays due to high volumes, weather conditions, or other unforeseen factors.

Our Non-Receipt Policy

1. Delivered but not received

If the tracking confirms your order has been delivered but you haven’t received it:

• • Contact the carrier or local post office to report the issue.
  • Request a copy of their investigation report and email it to us so we can follow up.

2. Not delivered, no tracking update

If your order hasn’t arrived 30 days after shipping, and tracking hasn’t updated for 2 consecutive weeks, please contact us. We’ll open an official inquiry with our fulfillment team to investigate.

Exception for orders shipped from our California fulfillment center

• Within the U.S.: Contact us if tracking hasn’t updated for 15 days and your order has not arrived.
• To Canada & Mexico: Contact us if tracking hasn’t updated for 20 days and your order has not arrived.

Most orders arrive safely, but occasionally, a package may be misdelivered – especially during busy seasons when carriers handle high volumes.

Steps to locate your package

• Check around your property – Look in your mailbox, community locker, porch, garage, or any safe place where the carrier may have left it.
• Ask household members or neighbors – Someone may have accepted the package on your behalf.
• Look for a delivery notice – If one was left in your mailbox, follow the instructions to arrange a pickup or schedule a redelivery.
• Contact the carrier – If you still can’t find your package, reach out to the shipping carrier for more information. Please obtain a copy of their response and email it to us so that we can assist you further.

Important

If an incorrect or incomplete address was provided at checkout and the order is marked as delivered, we are unable to offer a refund. In some cases, at our sole discretion, we may offer a reshipment, but a reshipment fee will apply to cover shipping costs.

If you’ve missed your delivery, you may be able to collect your parcel or schedule a redelivery, depending on the shipping service. Here’s what we recommend:

• Check your mailbox – A missed delivery card should provide details on how to collect your parcel or arrange a redelivery.
• Track your order – If no card was left, visit the carrier’s website and enter your tracking ID for the latest updates.
• Contact the carrier ASAP – Act quickly before the parcel is returned to us.

If the tracking shows that the return process has already started, it is too late to reschedule delivery. In this case, please send us your shipping address again, and we can arrange for a reshipment. A reshipping fee will apply.

This can happen for a few reasons:

• A delivery attempt was made, but no one was available to receive the parcel.
• The shipping address provided at checkout was incorrect or incomplete.
• Customs duties or taxes (for express shipments) were unpaid within the carrier’s grace period, causing the package to be returned.

If tracking shows that the return process has started, it is too late to reschedule delivery. If you’d still like your order, please provide your shipping address again, and we’ll send a new package from the warehouse. A reshipping fee will apply.

We offer a limited-time warranty, but it does not cover normal wear and tear or damage from disuse.

Note: Materials can naturally degrade over time due to environmental exposure, even if the item is unused.

Replacement eligibility depends on the situation. If you experience an issue, please email us within 6 months of purchase with:

1. A detailed description of the problem
2. Photos showing the damage or defect

We can only assist with issues related to products purchased directly from our store. If you’re experiencing hardware or software problems with your headset, please contact the manufacturer.

For example, if your Meta Quest 2 headset strap is broken or your Quest 2 silicone cover is damaged, you can reach Meta for support here.

We’re really sorry your item arrived faulty! We’ll fix this for you as quickly as possible.

To help us resolve the issue, please email us:

1. A description of the defect
2. Photos clearly showing the faulty part
3. (If applicable) A photo of the package if it arrived damaged/squashed

Once we have these details, we’ll sort it out for you ASAP!

Eligibility for Return
As we specialize in and sell hygiene products, only unopened items in their original packaging can be returned. This includes products like facial interfaces, foam replacements, silicone covers, VR Covers, disposable covers and head straps.

For non-hygiene products (e.g. glasses spacers, USB-C cables, carrying cases and Universal VR Headset Covers), returns are generally accepted even if the packaging has been opened. However, each return will be assessed on a case-by-case basis, so please contact us first to discuss your return.

Returns can only be processed for purchases made directly from VRCOVER.COM. We cannot process returns for purchases made on third-party websites (e.g., Amazon, Meta Store). Please contact the retailer directly.

Exchanges
We don’t offer direct exchanges. If you’d like a different item, we recommend placing a new order and returning the original item for a refund.

How to Return Your Order
To request a return, please email us within 14 days of receiving your order. In your message, include:

1. Your order number
2. The reason for return
3. Photos showing the item in its original, unopened packaging with all seals intact

Return Shipping Fees
You’ll need to purchase your own return shipping label, except in the following case:

Exception: If your order was shipped from our North America fulfillment center and delivered to a U.S. address, we can arrange a return shipping label for you. The label is issued by our third-party fulfillment partner, and we will invoice you for the cost.

Important: If you’re returning an item to our warehouse in Thailand, please mark the parcel as a “Product Return” on the customs declaration.

Return Shipping Method
When returning an item, we recommend choosing the most affordable shipping option available. This can help avoid additional charges, such as levies, duties, or taxes, which may apply with faster services like express shipping methods (e.g. DHL Express). By selecting a more cost-effective option, you can help keep return costs to a minimum.

Refunds

Refunds are processed once the returned item has been inspected at our warehouse. Please note that the original and return shipping fees are non-refundable.

Express Shipping & Customs Fees

For orders shipped via the express method, the carrier may require customs duties and taxes to be paid upon arrival. If these fees are not paid within the carrier’s grace period, the parcel may either be:

• • Returned to us – In this case, any fees incurred due to the return will be deducted from the refund.
  • Disposed of by the carrier – If this happens, a refund is not possible, and we recommend placing a new order.

Incorrect or Incomplete Address

If an incorrect or incomplete address was provided at checkout and the carrier marks the order as delivered, we are unable to offer a refund. At our sole discretion, we may offer a reshipment, but a reshipping fee will apply to cover the additional shipping costs.

Each case will be reviewed individually, and we will do our best to work with you toward a fair resolution.

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