FAQ

Yes! We offer returns, exchanges or store credit via the Re:do return portal. Checkout with Re:do to get free unlimited returns and exchanges on all eligible items in your order. Items that are not eligible are those purchased from the Supply+ section, purchased for 50% off or more, or are outside of the 30 days window from the delivery date.

** All customizations (VIRUS ID) are FINAL SALE. Edits cannot be made once order is placed. If you made a mistake or need assistance with your ID order, you have 24 hours to bring this up with our customer service team before no further changes can be made. **

If the item(s) were 50% off or more, or from the Supply+ section, they will not eligible for return, exchange OR store credit, as they are all Final Sale.

If you purchased an eligible item with a discount no greater than 50%, then you have 30 days from the delivery date to submit a ticket for a return, exchange or store credit through our re:do return portal.

You have 30 days from the day your order is delivered to submit a request via our RE:DO RETURN PORTAL for a return, exchange or store credit.

About RE:DO - If you opt in to use RE:DO at checkout, you will be able to get unlimited returns and exchanges on your order. If you do not opt in, you can still use RE:DO to purchase discounted return labels to send your items back to us.

Eligible items to return or exchange must be full priced items or items that were not purchased with a discount of more than 50% off. Items from the Supply+ section are also not eligible for return or exchange.

All items purchased at 50% off or more (including those items purchased with a discount code), or are purchased from the Supply+ section, are Final Sale.

All VIRUS ID custom products are also final sale. After the first 24 hour window is passed once a VIRUS ID order is placed, no edits or changes can be made to the order.

Once you have processed your return, you can check the status on our Returns Portal. Your return or exchange will be processed as soon as it is dropped off at a local courier. Please keep the tracking number to track its location in case you need to reach out to our team about your order.

When the item(s) has been delivered to our returns center, you will receive an email notification once the return has been finalized.

We work with Re:do to provide easy and convenient options for any returns, exchanges, or store credit inquiries. Simply check the Re:do box at checkout and pay only $1.98 per order to secure free unlimited returns or exchanges for eligible items in your order. If you choose not to checkout with Re:do, then you will be responsible for purchasing your own return label at your local courier of choice, or you can simply purchase a label through Re:do who provides discounted shipping rates. 

Prepaid return labels are not provided for the following: International orders, Guam, Puerto Rico, and any non-domestic US territories. 

We offer store credit for gifts, however we do not offer refunds back to the original form of payment or exchanges. Gifts are only eligible for a return or exchange, when done so by the original purchaser of the gift.

The person receiving the gift, may return the gift for store credit if they choose, however the cost of return shipping falls to that person. Virus does not offer complimentary return labels for gifts returned by the gift receiver.

All event purchases, through Virus International booths or events, are FINAL SALE. Those items are not eligible for returns or exchanges, including store credit.

If purchased through a retailer, please contact the retailer for their return/exchange policy, as they are responsible for the product purchased.

Generally, our team is able to respond to any questions you may have in 1-2 business days.

If you have an urgent question, you may chat with us or email us by going to the bottom right corner of our website during the hours of 8:00 AM - 3:00 PM PST, Monday through Friday (not including holidays).

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

To prolong the life of your bra cup inserts, please take them out of the garment prior to throwing it in the washing machine, and hand wash them. Once fully dried, reinsert them back into the garment.

At this moment we do not have a physical store. However, we aim to be present at several fitness events and host pop-up stores throughout the country so keep in touch with our email and social media channels for news on where you can find VIRUS in person next.

Yes, unless we are offering a specific promotion that does not allow codes to stack or be used on specific products.

Yes we do! We are a proud partner with GovX.

All GovX purchases must be initiated via their marketplace application. From there, you will be able to find the VIRUS store and place online orders with your GovX discount code via our wholesale website.

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

We also offer Klarna for flexible payment options. Klarna CANNOT be used on gift card purchases.

Yes! Check out VIRUS ID, a collection of our most loved products that you can customize with your name, country flag, or any other text of your choosing.

If you want to custom any of our other products with your team, gym or corporate logo, please see more info about our CUSTOM COLLECTIVE PROGRAM.

We sure do!

Our program is called Custom Collective for teams, companies and other organizations interested in working with VIRUS at a business to business level.

Please visit this page to learn more about Custom Collective!

Orders typically have a processing period of 1-2 business days, however, during the holiday season, this timeline may increase to 1-3 business days, due to the high volume of orders. During this time your order will be carefully packed and assigned tracking. 

From there, shipping may take 4-6 business days for the package to be delivered.

Once you receive your tracking information, you may click on the tracking number for an ESTIMATED delivery date.

You can generally expect a tracking number within 1-2 business days of your order being placed, however due to the high volume of orders during the holiday season, this timeline may increase to 1-3 business days.

As soon as your item is prepared for shipment, we will email a tracking number to you.

If you do not receive any shipment information after the 2-3 business days from placing your order, please reach out to our Customer Service Team for assistance. 

We offer complimentary shipping on domestic/US orders $150 (after discount codes have been added and before taxes have been added).

Free shipping does NOT include free duties. All duties and taxes are the responsibility of the guest to pay upon delivery (if there are any).

We know you are super excited to get your new gear (we don’t blame you)! However, please allow 2-3 business days for your tracking information to update.

If you still are not getting any tracking information after this time period, please contact our Customer Service Team for assistance.

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

In short, no.

Once an order has shipped, meaning that it has been packed and assigned tracking, we are unable to change or edit the shipping address. If the order has not been fulfilled yet, then you may cancel the order (through your account) and place a new order with the proper shipping address.

If it is absolutely necessary, please email our Customer Service Team with the order ID and desired shipping address. They will be able to reach out to the fulfillment center to request an address update, however, this change is not guaranteed. 

As long as you have not received tracking information and the order has not been fulfilled, you may cancel an order by logging into your account. Once it has been fulfilled, you will no longer be able to cancel the order. 

Please log-in to your account and head to My Account. Next, find the order you want to cancel and click on the word Cancel, next to the proper order ID. 

We have a live count on our website of what items are in stock. This means that the items available at that time, however there can be a delay at updating the inventory during high volume times.

If you are able to add the item to your cart, it is in stock. However, as stated above, it is possible to be able to add an item to your cart, then upon the packing process, the item has gone out of stock due to multiple people shopping at the same time. In this case, we will provide you with a refund back to the original form of payment, so that the rest of the items can ship in a timely manner.

Sizing can be tricky, we totally get it. Take a look at our size charts, on any product page, to see what size you are in our products. If you are still unsure, feel free to reach out to our Customer Service Team for further assistance.

We are unable to process orders for pick-up at this time.

Orders cannot be combined at this time, however if they are placed in the same day they will likely ship out on the same day.

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

Second guessing on a size or item? We can never edit an order once it has been placed. However, as long as you have not received any tracking information, you may cancel your recent order and place a new order with the proper sizing or items that you desire.

If the order has already been fulfilled and/or assigned tracking, it is no longer eligible to be cancelled. Please reach out to our customer service team for specific questions or further support.

If you placed your order within 3 days of the price change or sale, we do offer price matching in the form of a store credit. The store credit will not expire & can be used on any item(s). Please reach out to our customer service team to exercise this option.

If shopping on our USA website (virusintl.com) we do not ship Internationally at this moment.

Please check out some of our other regional sites to see for better ordering and shipping experience:

EUROPE: viruseurope.com

OCEANIA + ASIA: virusoc.com

CANADA: wholesale.virusintl.com

If you do not see your country on any of the shopping lists, then we do not ship to your region or country at this time.