Shipping policy
Shipping policy
Thank you for shopping with Vagy Queen!
How do I change or cancel my order?
Every purchase is a final sale.
I received an email asking me for additional verification?
We may reach out to you for additional information, regarding your order. We only email from vagyqueen@gmail.com with the request. If the information we request is not received, the order will be cancelled.
Please make sure your billing and shipping address is the same. If you the address does not match, we will send an email requesting proper verification. If it is not sent, your order may be canceled.
Priority Shipping:
You may choose priority shipping at check out if you would like to receive your package faster! After the processing time of 1-5 business days, then packages can take 1-3 business days to be delivered via USPS Priority shipping.
You can track your order’s progress using the tracking number provided in your shipment confirmation email that will be sent once your order is shipped (check spam or junk mail just in case)
Can I return or exchange an item?
Exchanges are acceptable for damaged product only if they were damaged during transit. If you have received any damaged items, you must contact us via email at vagyqueen@gmail.com, within 48 hours of receiving the damaged products. Send a photo of the damaged item and your package slip.
We do not accept any open products for sanitary reasons.
My item was stolen, How can I get a refund?
Unfortunately, we are not responsible for lost or stolen items.
I gave an incorrect address, Can I get a refund?
Unfortunately, If you provided an incorrect address at checkout, a refund will not be granted
What method is used for shipping?
All packages are shipped USPS or UPS for some international orders.
What happens when my order is returned to sender?
Once your order is returned to sender, we will contact you via email to the same email address provided at checkout. If you’re requesting for your order to reship, you must purchase a re-ship fee. If you’d rather not have your order reshipped, we will issue a store credit in the full amount of your order minus the shipping cost.
Do you ship internationally?
Yes, please enter your address at checkout for shipping cost to your country.
I am an international customer. Do I have to pay customs and taxes?
Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Vagy Queen.
In addition, we are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes of delays once the package has exited the United States.
Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
We encourage you to verify that your shipping address is entered correctly before finalizing your order and to update your address within your PayPal account (if you have one) before placing your order. Should you fail to provide the correct address - a refund cannot be issued. We apologize for any inconvenience.
All orders take 1-5 Business Days* to process, no matter the shipping method you choose at checkout. Processing time and shipping time are separate.
*Business days are Monday to Friday excluding holidays.
Please note that processing is the time it takes to pack and prepare your order for shipping. If you select priority shipping, your order will be shipped after our processing time.
(Example: 1-5 business days processing time + 2-3 days for USPS priority shipping time
When will my order be delivered?
All orders are processed within 1-5 BUSINESS days Monday – Friday 9:00 A.M. – 4:00 P.M. EST and then shipped. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only.
SHIPPING
Packages are shipped via USPS
We are closed on weekends (Saturdays and Sundays) and all holidays
*Please note that sales or massive shipment periods overrides regular processing time noted above*
Unless there are exceptional circumstances, we make every effort to fulfill your order within [5] business days of the date of your order. Business days are Monday through Friday, except holidays. Please note we do not ship on Saturday and Sunday. Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.
TRACKING NUMBERS ARE SENT VIA EMAIL AFTER YOUR ORDER IS PROCESSED AND SHIPPED
Signature may be required for items over $100.
How do I track my order?
Once orders are shipped, a tracking number will be sent to you via email so you can track the status of your shipment. (Please check spam or junk mail just in case). Please allow up to 2 business days for your tracking number to update in the carrier's system, once you receive your tracking number by email. Please note that some orders using 1st Class USPS mail may not have tracking numbers or may be non-trackable outside of the U.S.
Please reach out to USPS for any inquiry regarding the exact location of your package once it has been shipped. Our customer care agents will only have the information that can be seen when you enter your tracking number on USPS website.
When will my pre-ordered item ship?
If your order includes a pre-order or back ordered product, your entire order will ship at the time the pre-ordered item is set to ship.
International Shipping:
We ship via USPS or UPS for international shipping. Packages can take between 6-20 business days to arrive at the international carrier. It may then take an additional 10-15 business days to be delivered, depending on your country. If you have not received your package after 60 business days of receiving your tracking number please reach out to your local mail carrier. If you choose First Class International shipping at checkout- Please note that you will not be able to track your package once it leaves the U.S. We are not responsible for lost or stolen items and will not be able to issue any refund for such items.
Please choose priority mail, if you would like to be able to track your international package.
Please refer to the mail carrier with your tracking information for more assistance on locating your product(s).
Custom Fees
Items shipped outside of the United States may be subject to custom fees, in the form of import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Vagy Queen.
Due to the constant changes in Customs Fees for every individual country, we cannot guarantee that your country will or will not have customs fees. If customs fees are due at the time of your order pick up or delivery it is the customer's responsible for these charges.
Customs department do have the right to hold items and there is nothing we can do about that. Charges for duties, taxes are separate from our shipping charges and must be paid by you to customs directly.
These fees are the responsibility of the customer. If the package is returned to us due to the customer not paying their customs fee, we will refund the order MINUS original shipping and a 10% restocking fee .
In addition, we are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes of delays once the package has exited the United States. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
Custom Fees:
These fees are the responsibility of the customer. If the package is abandoned due to the customer not paying their customs taxes, we will refund the order MINUS original Shipping and 10% restocking fee.
***Hawaii, Alaska, Puerto Rico
International shipping times apply to the following locations: Alaska, Hawaii and Puerto Rico. Due to distance and shipping methods used to get your package to you, please allow up to 10-15 business days. This is an average estimate from USPS and can take less or more time, depending on the season, weather and shipping conditions.
* APO/FPO Addresses
Although APO/FPO addresses are considered in the United States, shipping may be delayed due to the remote locations. 3-20 shipping days may apply for these addresses, but are usually delivered faster.
LOST OR STOLEN PACKAGES
Vagy Queen is not responsible for lost or stolen packages(including if package is opened and contents are stolen) that have been marked delivered by USPS and no refunds can be issued. If your package is confirmed delivered via USPS but you did not receive it you must file a claim with USPS at 1 (800) 275-8777, as we are not responsible for lost or STOLEN packages.
We are unable to refund or replace a package that has been marked delivered by USPS. We recommend that you track your package with the tracking number provided when your order was shipped and if you won’t be available on delivery day you may contact your post office to schedule delivery arrangements. Once a customer receives their tracking number it is their responsibility to contact the post office regarding any issues with the package delivery. Once your order has been shipped please use the tracking number provided to track your order (check spam or junk mail for tracking information just in case)
The only time that we can issue a store credit (minus shipping cost) is if your tracking confirms that the package was lost DURING TRANSIT and not for any packages that states DELIVERED in mailbox/porch/reception etc.
Return To Sender
What happens if my order is "Returned To Sender"?
If your package is listed as "RETURNED TO SENDER" by USPS due to an insufficient or incorrect address or any other reason, like customer not being home to accept package. The customer will need to purchase the re-ship fee listed on our website and enter your order number in the notes section, so we can re-ship your package to you.
If you choose not to purchase the re-ship fee, you may request to have your order canceled and a store credit MINUS the original shipping cost and a 10% restocking fee will be issued to you once your package is delivered back to us by USPS.
Vagy Queen is not responsible for any shipment issues caused by USPS or by customer error.
NO REFUNDS / NO EXCEPTIONS!
Please note: Orders that are returned to us due to an insufficient address may take up to 5 business days to process before it is re-shipped(only applicable after the re-ship fee is paid).
ADDRESS MODIFICATION
What if I input the wrong address?
We will gladly modify your address. Address modification requires a $5 processing fee. You may email customer service at vagyqueen@gmail.com within 30 minutes of placing your order to request a change of address. Otherwise, your order will be shipped to the address you provided. Please take your time at checkout.
NOTE: There is a possibility that an order may get shipped less than 1 hour.
NOTE: All emails will receive a response within 3 business days (email responses may get delayed due to high volume time)
Our office hours are Monday - Friday 9 A.M. - 4 P.M. EST (excluding Holidays). Due to the overwhelming amount of orders and our normal hours of operations, please be aware all orders placed on Friday after 10 A.M. to Sunday will begin processing on the next business day which is Monday (excluding holidays).
All Other Questions
Send us an email at vagyqueen@gmail.com
Our customer service team will be happy to help! Please include your name and order number (if applicable) along with your question or concern .
We love our Queen !
Thank you for your understanding, patience and support.
Your V will thank you once you start using our products.
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From Nature to the Queen !!
