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FAQ

GENERAL QUESTIONS

 

I emailed customer service, how long will it take them to respond?

Generally, our VTeam is able to respond to any questions you may have in 1-2 business days. If you have an urgent question, you can chat with us on the bottom right corner of our website during the hours of 8:00 AM - 4:00 PM PST.

 

How should I wash & care for my Virus products?

We want your products to have the longest life possible, so we recommend washing your items on a cold, delicate cycle & hang drying. We also recommend staying away from bleach & fabric softener.

 

Do you have a physical store?

Coming soon to Irvine, CA.

 

Do you offer military discounts?

Of course! We offer US military/first responder discounts through GovX. A GovX button is shown when you click on your cart, please verify your information there to receive your discount.

 

Do you have any wholesale programs?

We sure do! If you want to sell some of the coolest compression gear & active wear on the planet, please contact our VTeam at for more information.

 

What forms of payment do you accept?

We accept all major credit card providers (Visa, Mastercard, American Express, Discover, Diners Club, JCB), PayPal, Amazon Pay, & Apple Pay. 

 

SHIPPING/RECEIVING

 

I didn’t receive a tracking number, when should I expect it?

You can generally expect this within 1-2 business days of your order being placed. During the holidays, we ask for 1-5 business days. As soon as your item is prepared for shipment, we’ll send you over a tracking number.

 

Do you offer free shipping?

We offer free shipping on domestic orders over $75 & international orders over $200 USD.

 

I just received my tracking number & it’s not telling me where it is, why is that?

We know, you’re super excited to get your gear (we don’t blame you)! Please allow 24-48 hours for your tracking information to update. If you still aren’t getting any information on your package’s whereabouts, please contact our VTeam.

 

I just placed my order, how soon can I expect to receive it?

Orders placed within the US will take 1-5 business days after the order processing period to reach you once it has shipped depending on where you live & the shipping method chosen. When you receive your tracking information, you can click on the tracking number for an ETA on when your items will get to your doorstep.

 

I placed an order with expedited shipping, will I get it in time?

We do still ask for 24-48 hours for your tracking number to update, however once it has shipped it will reach you in the amount of time you paid for. Please be advised that NEXT DAY AIR shipping means Next BUSINESS Day Air; if you placed an order on a Friday with NDA, you should receive it that following Monday.

 

Do you ship to P.O Boxes or APO addresses?

Wherever you are in the US, we can get it there. We do ship to P.O Boxes & APO/FPO addresses via USPS.

 

My order has already shipped but the address is wrong, can I change it?

Once an order has shipped, we are unable to change the delivery address.

 

 

ORDERS

 

I just placed an order, can I cancel it?

As long as you have not received tracking information, we can cancel an order for you. Please reach out to our VTeam with your order number.

 

How do I know if something is in stock?

We have a live count on our website of what items are in stock! If you are able to add the item to your cart, it is in stock.

 

What size am I in your products?

Sizing can be tricky, we totally get it. Take a look at our sizing guide to see what size you are in our products.

 

Can I pick up my order in store?

We are unable to process orders for will call. If you live in Southern California & surrounding areas, you can expect to get your package 1 business day after it has been shipped out.

 

I made two orders today, can they be combined?

Order can’t be combined at this time, however if they are placed in the same day they will likely ship out on the same day.

 

Do you sell gift cards?

With so many cool items to pick from, it can be hard to choose between them! You can purchase e-gift cards here.

 

Can I change anything on my order after it has been placed?

Second guessing on a size or item? As long as you have not received tracking information, please chat with our VTeam during normal business hours & have your order number available.

 

I placed an order right before my items went on sale, do you offer price matching?

If your order was placed within 5 days of the start date of a sale, we do offer price matching in the form of a store credit. The store credit will not expire & can be used on any items. Please reach out to our VTeam to exercise this option.

 

RETURNS 

 

Do you offer returns and exchanges?

For exchanges, eligible items will need to be returned for a refund and a new order will need to be placed. Visit our return portal here here

For eligible returns, we offer a refund or store credit. Visit our return portal here

 

I purchased a sale item & would like to return it, am I able to do so?

Items marked at 50% off or more are not eligible for return or exchange. All items with a discount of 50% off or more are FINAL SALE.

 

What are your return policies?

You can view our return policies here.

 

What items are final sale?

All items marked at 50% off or more are FINAL SALE. FINAL SALE items may be marked with a red "SALE" circle &/or marked with FINAL SALE in the product description.

 

What is the status of my return?

After you have processed your return, you can keep the tracking number on the free label we have sent you to keep track of its location. Once you have received your return label, take note of the tracking number. Click here, then enter your tracking number. Once the item(s) has been delivered to our fulfillment center, we ask for 5-7 business days (Monday-Friday) for processing. You will receive an email notification with the refund receipt or store credit code.

 

Do you offer free shipping on returns?

If you are located in the US & you are the person who placed the order, then yes! We will provide you with a free return label as long as the item(s) meets all qualifications. We do not provide free return labels on orders that were placed outside of the US or orders that were received as gifts.

 

Can I return items purchased from an event you were at or a retailer?

All event purchases, through Virus International, are FINAL SALE. 

 

 

INTERNATIONAL ORDERS

 

Do you ship internationally?

We want everyone to be able to purchase our products! We do ship internationally & through other international entities. Please select the correct region here.

 

Do I need to pay for duties & taxes?

Yes, the customer is responsible for paying any duties & taxes imposed on the shipment.

 

I do not see my country listed when I’m checking out, do you ship to my county?

Please check out some of our other regional sites to see if they can ship to you here.

 

How do I return my international order?

Please reach out to our VTeam for information on returns & exchanges for international orders.

 

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