DISPATCH
All stocked items will be dispatched within 24-48 hours from the date the order was placed. Some specialty or pre-order items may take longer to ship; customers will be notified if so.
– Please note that all orders will be sent during our operating times of Monday – Friday 8:00am-5:00pm Eastern Standard Time.
– If you need an order safe dropped, you will need select safe drop via your United States Post tracking portal.
– Please note there may be a delay of up to 2 days during our peak sales periods.
– Shipping days do not include public holidays
SHIPPING TIMES AND TRACKING
All items will be delivered via Fedex, UPS and DHL. If you would like more information on the location of your items during shipping, it is your responsibility to follow up with Fedex, UPS and DHL. Once your order is dispatched, you will receive an email with tracking information.
CUSTOMS / ACCEPTANCE OF DELIVERY
Customers are responsible for organising their own acceptance of items based on the delivery options they choose. Any re-delivery of parcels needs to be arranged and paid for by the customer. Please note that unless duties have been prepaid, payable import taxes and duties are the responsibility of the customer. Please check with your local customs to get an idea of any duties or taxes that may apply.
INCORRECT ADDRESS
If your order has already been shipped, we cannot make any changes as it is now with the courier. However you may be able to contact the courier (found on your tracking) to request any updates.
If your order hasn’t shipped, we may be able to amend this for you. Contact us ASAP and we can see if we can update your details before your order is shipped. Please note, we cannot guarantee that any changes can be made due to the high volume of orders we ship out daily. If the wrong delivery address is provided, we are unable to refund your purchase or replace the goods.
RETURN TO SENDER
If your parcel is automatically returned to sender by the postal service, our returns team will contact you to arrange redelivery when we receive it. This usually occurs when the courier has attempted to make multiple deliveries or your parcel has been awaiting collection from your local post office and is now being returned back to our warehouse. Please note, we are unable to offer a refund for a return to sender parcel.
ORDER DOES NOT ARRIVE
All parcels shipped within the United States with Fedex, UPS and DHL, are dispatched from our warehouse with signature required upon delivery. If you select safe drop with AFedex, UPS and DHL, please ensure there is a safe location at your address for the postal service to leave your parcel unattended.
If you have received notification that your delivery has arrived, be sure to check around the front of your shipping address, behind your mailbox, behind plant pots etc, we also recommend checking with your neighbours or building manager to ensure it hasn’t been collected on your behalf. VRG GRL is not able to offer any compensation if a parcel has not been received after the postal services have delivered to your address.
