
Holiday closures*
29 December 2024 – 1 January 2025: Please note that due to the year-end holiday season, our usual carrier will be unavailable from 29 December 2024 to 1 January 2025. Orders placed between 28 December – 1 January that require shipping from Thailand will be dispatched from our warehouse starting 2 January 2025. We apologize for any inconvenience caused.
Order Processing and Shipping Time Frames
Please see our Shipping Updates for the latest on processing and dispatch times.
Standard Shipping: Standard mail shipments cost a flat rate of $12.00. We use a combination of shipping services, with the final delivery typically handled by the destination country’s postal service. Most orders will ship from Thailand. Orders to North America will ship from our California fulfillment center when stock is available. Kindly note that we are unable to ship to US Armed Forces (AP) addresses.
Processing times vary depending on the product ordered and destination country. Shipments to Europe from Thailand use a batch ship method which means you may need to wait a little longer before shipping takes place. Unless otherwise stated on the product page, the order processing time for standard mail shipments is 48 hours (except Europe).
After an order has been processed and dispatched, customers will receive an automated notification with a tracking link to aftership.com, or the carriers’ websites e.g. UPS, or DHL. Additional delivery information may be available on the website of the local postal service with the same tracking number.
Estimated delivery times*
- United States: 7 – 14 working days (7 – 10 working days if shipped from within the US)
- Europe: 14 – 21 working days
- Australia: 10 – 14 working days
- Asia: 7 – 10 working days
- Canada: 14 – 21 working days
- Rest of the world: 14 – 31 working days
Express Shipping: Express shipments are charged a flat rate of $19.00 and sent using a courier service. Full tracking is available and a signature may or may not be required on delivery. If you are not home to receive the package, a note will be left at your property to rearrange delivery. If no note is available, please check the carrier’s tracking page for an update. For orders to the US, please be aware that we are unable to ship to US Armed Forces (AP) addresses.
Express shipments are much more likely to be inspected at customs when compared to the standard shipping method and incur additional fees.
Estimated delivery times*
- Australia and New Zealand: 8 – 12 working days
- Rest of the world: 4 – 6 working days
*The actual delivery time is subject to change without notice. We are unable to offer guarantees on shipping times and your order may take longer to arrive for a variety of reasons outside our control. Expect delays around the holiday season.
Remote Area Surcharge for Express Shipping
*Deliveries to postcodes in this list will incur a Remote Area surcharge. If the surcharge applies, we will contact customers after the orders have been confirmed to process the additional payment.
EU Countries
- VAT is included in the price.
- Important: You may still be subject to customs charges or other fees upon arrival.
Non-EU European Countries
Orders may incur import duties and taxes, especially when shipped via Express shipping mode. To minimize potential import fees, please consider choosing the slower standard shipping method.
US Orders
Orders to the US are shipped from our California fulfillment center whenever possible. If an item is unavailable there and must be shipped from Thailand, please be aware that it may be subject to US Customs and Border Protection (CBP) fees.
General International Shipping Information
- Customs policies vary by country.
- You are responsible for any customs duties, import taxes, or other fees charged by your local customs office.
- We cannot mark orders as gifts to avoid customs fees.
- Refused Deliveries: If an order is returned due to unpaid customs or other fees, the refund will be reduced by all associated return costs.
Disclaimer: This information is for general guidance only. Please check your country’s specific import regulations before placing an order.
Once your order has been processed and sent, you will receive an automated email with a link to a tracking page. It is not necessary to create an account to view tracking information as this will always be sent by email.
If the tracking page is not loading, please allow 24 hours for the information to update before contacting out customer service team. For standard mail shipments, further tracking information may be available on the website of the local postal service.
For example, if ordering to Australia, once the package has passed through customs, you will find more detailed tracking updates on Australia Post’s website.
The guidelines below are applicable to orders placed at vrcover.com. If you have ordered from the other regional stores, different terms and conditions may apply.
Cancellations
We strive to ship orders as quickly as possible. If we are unable to cancel an order prior to shipping, a refund, minus shipping cost, will be issued upon receiving the returned product. The terms and conditions as per the Returns policy mentioned below will apply.
As there is only a short period of time before an order is packed and labelled, we cannot guarantee that order details, including the delivery address, can be amended after an order is confirmed.
It is crucial to carefully review and verify all order details, including the shipping address and item(s) ordered, before proceeding to payment. If the details are incorrect, it may result in delivery failure, order delays, or receiving the wrong item(s). In such cases, a reshipping fee will be charged to correct and reship your order or the wrong item must be returned at the customers’ expense.
Replacements
If you are experiencing an issue with your item, please contact us within 6 months of your purchase. We would be happy to assist you with troubleshooting steps. If your item came with a defective part, we will require photos to show the defect. If it was damaged in transit, we will need photos to show the damaged packaging. In these situations, we can get your item replaced. For other issues, replacements may be considered depending on the case. See also our policy on refunds below.
Returns
As we sell hygiene products, only unopened items in the original packaging are eligible for return. Only items that have been purchased directly from our vrcover.com websites can be returned. We cannot accept returns or exchanges for purchases from other outlets e.g. Amazon.
If you wish to exchange your item, we recommend that you place a new order and return the original order.
Please notify us of your intent to return within 14 days of receiving your item. You can submit your request using our contact form. Kindly include your order number and the reason for returning the product.
If your order was shipped from our California fulfillment center, you can purchase a return shipping label from us. If your order was shipped from Thailand, you are responsible for arranging and paying for return shipping.
The refund will be processed when the item has been inspected at the warehouse. We will let you know when the refund is issued. The original and return shipping fees are non-refundable.
Packages returned due to an insufficient/incorrect address, the customs bill not paid or the package not collected may also be refunded, minus shipping fees and other costs that may have incurred as a result of the return e.g. customs tax and duty.
Refunds
Orders will be considered for refunds on a case-by-case basis. In general, due to the hygienic nature of the products, we are unable offer a refund when the item has been taken out of the packaging and/or used. The shipping fee is not refunded in circumstances outside our control, such as delays at the carriers’ end due to the pandemic, customs checks and busy holiday periods. For product issues, see our policy on replacements stated above.
- Non-receipt of order
- Delivered but not received – We recommend that you contact the carrier or post office to report the loss if the tracking confirms the parcel has been delivered. Please obtain a copy of their reply with details of their investigation so that we can follow up on your case.
- Not delivered, no tracking update – Please contact us if your order does not arrive within 30 days after it has been shipped and the tracking has not updated for 2 consecutive weeks. We will help open a formal enquiry with the fulfillment team to investigate the shipment.
If an incorrect or incomplete delivery address is provided by the customer and the carrier marks the order as delivered, we are unable to offer a refund. In some cases, at our sole discretion, we may offer reshipment of the order. However, a reshipment fee will apply to cover the additional shipping costs.