Shipping & Returns
Are shipping and handling costs included in the product prices?
Delivery time: how long will it take for my products to arrive?
How much will shipping to my country cost?
Why is my signature required to receive my order?
Returns or Exchanges for Gifts
Are shipping and handling costs included in the product prices? Top ^
No. Product prices do not include shipping and handling costs. These charges are calculated when you check out, based on your shipping address and selected shipping option.
Delivery time: how long will it take for my products to arrive? Top ^
Shipping to any location in the world takes 5-10 working days on average. If a delay is expected, we will contact you via email to give you an estimated time of delivery.
Also, we will send you an email once your order has shipped out with information on how you can track your shipment.
Shipping delays: Top ^
Occasionally, a delay in the shipment of order may occur. If you have not received your package within the specified time:
Track your shipment using the information in the email sent to you when your order was shipped.
Contact our Client Services Department for assistance through Customer Service
Rates for Shipments within the USA and Canada
|
Order Total |
Standard Shipping |
Courier Shipping |
|
For orders up to $49.99 |
add $5 |
add $15 |
|
For orders of $50-99.99 |
add $6 |
add $20 |
|
For orders of $100-149.99 |
add $6 |
add $25 |
|
For orders of $150 and above |
Shipping is Free |
add $25 |
**Estimated Delivery is within 5-7 business days for Standard Shipping and 3-4 business days for Courier Shipping. This is the expected speed of delivery for most states. Other states may have longer delivery times.
** Kindly note that as of May 2011, all orders for US customers shipped from VMVHYPOALLERGENICS.COM will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped.
Rates for International Orders
|
Order Total |
Standard Shipping |
Courier Shipping |
|
For orders up to $49.99 |
add $18 |
add $20 |
|
For orders of $50-99.99 |
add $18 |
add $30 |
|
For orders of $100-299.99 |
add $18 |
add $32 |
|
For orders of $300 and above |
Shipping is Free |
add $32 |
*Estimated Delivery is within 5-7 business days for Standard Shipping and 3-4 business days for Courier Shipping. This is the expected speed of delivery for most countries. Other countries or special locations may have longer delivery times
Please note that orders shipped outside the United States may be subject to import duties and taxes which are levied once your package reaches your country. VMV HYPOALLERGENICS® does not collect duties and taxes**, and cannot predict what your particular charges may be. Any such duties and taxes are separate charges, and must be covered at your expense. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country’s customs policies, please contact your local customs office.
Shipping Options Top ^
Courier Shipping is the fastest option and is done through trusted couriers such as UPS, Fedex, DHL. Shipment tracking is a standard feature. This method is not available for PO boxes as proof of delivery and/or signature is required.
Standard Shipping takes longer but is a less expensive alternative. It is done through trusted global post offices and enables shipment tracking for packages sent to 15 tracking-ready countries.
If your country is not listed as one of the 15 tracking-ready countries and your package does not arrive within 20 working days, we will be happy to resend your order to you at our cost one more time. If your package still does not arrive, we can issue you a full refund for your order.
Both Shipping Options are covered by our returns & exchanges and other shipping-related policies. Please browse through other topics for more information.
Duties and Taxes Top ^
Customers from the United States, kindly note that as of May 2011, all orders for US customers shipped from VMVHYPOALLERGENICS.COM will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped.
Except for orders shipping within the United States, your order may be subject to import duties and taxes, which are levied once your package reaches your country. VMV HYPOALLERGENICS® does not collect duties and taxes, and cannot predict what your particular charges may be.
Any such duties and taxes are separate charges and must be covered at your expense. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country’s customs policies, please contact your local customs office.
Why is my signature required to receive my order? Top ^
We fully insure each order all the way to your doorstep when your signature is obtained. That means that when your order is in transit to you, shipment is always painless and trouble free. This also protects you from theft. Your signature is required for all shipments. Even if you have a signature waiver with the carrier, in order to ensure that your order reaches you personally, it is our policy to require your signature for all VMV HYPOALLERGENICS® orders.
Items damaged by delivery Top ^
As soon as your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, but if the enclosed item(s) were damaged, please contact VMV immediately (within 3 days) through Customer Service. For fastest service, please provide your order number along with your email and the tracking number emailed to you when your order shipped out. To ensure prompt resolution, please keep the shipping carton and all packing materials, and the damaged items for inspection by the carrier.
Returns and exchanges Top ^
General Guidelines:
Replacements, Returns, Exchanges:
We hope you love everything you order from VMV HYPOALLERGENICS®. If for any reason you are not completely satisfied with your VMV purchase, simply return it and we will be happy to credit your account for the full amount of the purchase, replace the product, or exchange it for another product of equivalent value.
Shipping Fees:
We’re sorry, return shipping fees are not refundable.
Used products cannot be returned:
Unfortunately and without exception, we cannot accept any returns on products that are more than 20% consumed (studies show that should a negative reaction occur with proper use and storage, it often manifests within 72 hours and well within the first 15% of a product’s use).
When items are purchased as a set, we can only accept returns and exchanges of complete sets, not individual items. All refunds are credited to the original pay method. No cash refunds.
Exchanges:
When requesting an exchange, please email Customer Service within 72 hours of receiving your package to make arrangements.
Should you wish to exchange your product for products of lesser value, the remaining value will be available for use at another time as store credit online.
Should you wish to exchange your product for one place an order of greater value, the remaining value must be paid for by you at the time of redemption at our online store.
Store credit is not redeemable for cash, may not be exchanged, and is not refundable.
Procedure:
When returning items back to VMV, send your package via an insured and prepaid method like FedEx or USPS.
Include your packing slip (or Invoice Transaction number) and the Return or Exchange Form that came with your shipment. We’re sorry, return shipping fees are not refundable.
We ask that you notify our Customer Service team when returning a product. Your return will be processed promptly upon its arrival.
Processing and transit time for exchange packages is usually 7-14 business days from the time the exchange is received.
An email will be sent to confirm receipt and processing of your return or exchange request.
Please note: Only products purchased at www.vmvhypoallergenics.com may be returned for refund or exchange. Refunds will be credited back to you when we receive the package you have sent back to VMV.
When returning a purchase, please follow the following procedure:
Step 1:
Email our Customer Service team by click here
It is important for you to inform VMV prior to shipping your products to ensure prompt processing of your refund.
Step 2:
Fill out the Return or Exchange Form that came with your order. Please include your Invoice and your completed Return or Exchange Form in your package.
Step 3:
Prepare your package. Pack the products well, in as good condition as possible, in original boxes when possible. Include your Invoice and your Return or Exchange Form. Keep a copy for your records. Your return package’s ship-out date must be no later than 30 days from the date you received your package.
Note: Returns/Exchanges cannot be processed unless this procedure is followed. For any questions or concerns, please contact Customer Service.
Please return products to the address below:
USA and Canada:
VMV HYPOALLERGENICS (storefront)
62 Crosby St
New York, NY 10012
Telephone +1 212 226 7309
Rest of the world:
VMV HYPOALLERGENICS
15D Rufino Pacific Tower
6784 Ayala Avenue
Makati, 1223
Philippines
Telephone +63 2 856 3040
Important:
We recommend that you send your return package via UPS, FedEx or other insured, traceable parcel post for your protection and for prompt delivery.
If your products were damaged in shipment by the carrier, see Damaged Delivery for more information.
We’re sorry, but return shipping fees are not refundable.
We cannot accept items for returns and issue refunds if products were purchased during a sale promotion.
We cannot accept items for returns or exchanges if the above procedures have not been followed.
If you have any questions concerning your product return, please email us through Customer Service. We normally respond to your message within 24-48 hours of regular business days. If submitting your question after 5:30 PM EST on Thursdays, you will receive a response the following Monday. To assist us in providing the best customer service to you, please include your order number and billing address on all correspondence.
Returns and exchanges for gifts: Top ^
If you bought a VMV product as a gift for someone else, follow the instructions shown above for Returns and Exchanges. You can return the gift yourself, or ask the recipient to return it to us, following the procedure shown above. We cannot accept items for returns or exchanges if the above procedures have not been followed.
If you received a VMV gift from someone else, you may only request for a replacement of a damaged product, or exchange the product for another of equivalent value. Please follow the procedure above in Returns and Exchanges. We cannot accept items for returns or exchanges if the above procedures have not been followed.
If the value of the product you request in exchange for your original product is less than that of your original product, you may be issued store credit which you can use towards your new purchase.
Refunds will only be granted to the purchasing customer.
