1. CAN I RECEIVE ORDER CONFIRMATION?
Once you’ve completed your purchase, we’ll send you aconfirmation emailwith the purchase information.
2. HOW CAN I TRACK MY ORDER?
As soon as we start packing and processing your order, you will receive a confirmation email including an order number, shipping details and a link to track your parcel online via our Customer Support Channel:Hebecares. All of your inquiries regarding an order will be handled directly by an Agent from the Customer Support Department. You can also troubleshoot your concerns by dispute resolution.
Please note that it may take 2-5 days to get your Tracking Number (TKN). The TKN will be active when your order is ready to ship.
3. HOW LONG IS THE SHIPMENT?
All items in the store may take 2 to 5 business days to process. Please add processing time to your shipping estimate below.
Check the table below for approximate time of delivery. Noted that delayed delivery can occur due to holidays, customs, weather conditions, social events, temporary technical issues or unexpected pandemic.
Estimated Shipping Time
5-7 business days
14 - 21 business days
Sometimes shipping time varies due to circumstances outside of our control, such as:
If any of the above scenarios occur with your package we promise to keep you well informed with as much information that is available to us.
4. CAN I REFUSE THE ITEM ON DELIVERY?
If the order arrives in your country and...
The customer refuses to accept the package
Number of attempts are made in the country of destination to deliver the package.
VERTU Store reserves the right to abandon the package(s) and will not be responsible for any refund.
5. WILL I BE CHARGED FOR ANY EXTRA TAX TO RECEIVE THE ORDER?
We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on packages coming outside of your country.
6. CAN I GET REFUND ON MY ORDER?
If for whatever reason your goods don't arrive within60 days, you will be refunded up to 100% order value for that item.
7. HOW CAN I CANCEL MY ORDER?
You can only cancel your orderwithin 6 hoursfrom purchasing time of the same day.
Since all of our products are not made in advance and only produced after your payment is successful, we seek your understanding and patience on waiting for a product's delivery. Each of our product follows a strictly scheduled time, therefore, kindly reach out to our Customer Support Department viaour Help Center:hereto check on your order processing time in urgent situations.
For Cancellation Allowance time in detail, visit ourReturn & Refund Policy.
8. CAN I CHANGE MY ORDER INFORMATION?
If you realize you have made an error, simply contact usHere within 9 hours after the purchasing date.
In case the shipping address is incorrect but the item has been already on the shipment, please follow the step below:
If your order is already processed or has already shipped, and the address is incorrect, we cannot change the address. For other requests, please contact the Support team
9. CAN I CHANGE THE BILLING ADDRESS?We are unable to edit the billing address once your order is placed. Not to worry, as long as the shipping address is correct, you are able to receive the package.