Frequently Asked Questions.
Ordering & Checkout
How do I place an order?
Browse our products, add the items you want to your cart, then click Checkout. Enter your billing and shipping details, choose a payment method, and click Place Order. You’ll receive a confirmation email within a few minutes.
Do I need an account to check out?
No — guest checkout is supported. Creating an account is optional and lets you track shipments, save your details, and reorder faster next time.
Can I edit my order after placing it?
Orders move to fulfillment quickly. If you need to change something (shipping address, item, quantity), contact us within 24 hours of purchase and we’ll do our best to update it before the shipment is prepared.
Why was my payment declined?
The most common reasons are: an incorrect CVV, an expired card, insufficient funds, or your bank flagging the transaction. Try a different card or contact your bank — no charge is applied when a payment is declined.
Payments & Pricing
What payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, American Express, Discover).
Is checkout secure?
Yes. Payments are processed over an encrypted (TLS) connection by a PCI-DSS compliant payment provider. We never see or store your full card number.
Are prices inclusive of tax?
Taxes are calculated at checkout based on your shipping address and shown on the order summary before you pay.
Will I be charged in my local currency?
All transactions are processed in USD. Your bank will apply its own conversion rate if your card is in another currency.
Do you offer coupons or promo codes?
Yes — apply your code in the “Have a coupon?” field at the top of the checkout page. Only one code can be used per order.
Shipping & Delivery
How long does shipping take?
Standard shipping is 3–7 business days within the US. A tracking number is emailed as soon as your shipment leaves our warehouse.
Do you ship internationally?
No, We don’t ship internationally yet. We are working on it. Stay tuned.
How do I track my shipment?
Use the tracking link in your shipping confirmation email, or sign in and go to My Account → Orders to see live tracking.
What if my shipment is lost or damaged?
Contact us within 7 days of the delivery date (or expected delivery date) with your order number and photos if applicable. We’ll open a claim with the carrier and arrange a replacement or refund.
Can I change my shipping address after ordering?
Only if the shipment hasn’t been packed yet. Contact us sooner and we will do the best.
Returns & Refunds
What is your return policy?
Unused items in their original packaging can be returned within 30 days of delivery. Some items (perishables, personalized products, final-sale items) are non-returnable — this is noted on the product page.
How do I start a return?
Sign in, go to My Account → Orders, and click Request Return next to the item. We’ll email you a return label and instructions.
Who pays for return shipping?
We cover return shipping for defective or incorrect items. For change-of-mind returns, the return shipping cost is deducted from your refund.
How long do refunds take?
Once we receive and inspect the returned item, refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank.
Account & Security
I forgot my password — how do I reset it?
Click Login, then “Lost your password?” and follow the email link to set a new one.
How do I update my email, address, or contact info?
Sign in and go to My Account → Account Details or Addresses.
Is my personal information safe?
Yes. We follow industry-standard security practices and never sell your personal data. See our Privacy Policy for full details.
Support
How do I contact support?
Email us at store@vipexpstore.com
What are your support hours?
Monday–Friday, 9 AM – 6 PM ET. Urgent shipment issues are monitored on weekends.
