FAQ

ORDERS


Did my order go through?

Sometimes order confirmation emails get delayed (or marked as spam). If you reach a page with an order number, your order has been placed. Save this number for your records.


I ordered the wrong size/color.

Please use our contact form or email us at contact@ourvisus.com immediately. Include your Order Number. We will do our best to change your order before it goes out – depending on stock availability.


Was I charged multiple times?

When you are checking out, your credit card company puts an authorization hold for the order amount on your card. If there are any validation errors (addresses don't match, CVV fails, etc.) your payment will be declined. A card hold is typically released 3-5 business days after it is made, depending on your bank. If you attempt to check out multiple times, your card will be authorized multiple times.


My order was cancelled immediately.

We use a fraud prevention service that may automatically cancel and refund your order if it does not pass their filters. At this time, we are unable to ship orders to accounts that do not meet their criteria. If your order was declined, please contact us.


SHIPPING


How long is order processing?

We try to get orders out within one to four business days, after your shipping and billing information has been verified. Holidays and sales may delay shipping times. Orders placed on Fridays will be sent out Monday morning.


When do orders ship?

We ship orders from our warehouse up to 3 times per week, usually on Mondays, Wednesdays, or Fridays – but high order volume affects our processing times. We do not guarantee ship dates or delivery dates.


What shipping carriers do you use?

We ship via USPS or UPS (and DHL International). Shipping times will depend upon your service selection. Holidays may affect delivery times.


Do you ship worldwide?

We ship to most countries.


All applicable customs and import duties, fees, and/or taxes are the responsibility of the customer.


Depending on choice of carrier and location, delivery times may vary.


Typical shipping times are:

USPS First Class: 2-3 weeks

USPS Priority: 7-14 days

DHL Worldwide: 3-10 days


Countries we do not ship to: Albania, Algeria, Armenia, Bonaire, Sint Eustatius and Saba, Kosovo, Morocco, San Marino, South Sudan


International customs, duties, and taxes.

All applicable customs and import duties, fees, and/or taxes are the responsibility of the customer.


We ship your package DDU (duties and taxes unpaid), and we do not collect the VAT, duties and/or taxes at checkout and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.


Where is my order? (Order Tracking)

A separate email with tracking information will be sent to you after your order has been placed, once it has been processed and shipped out. Please allow up to 5 days to receive tracking information. Check your spam folder. If you have not received tracking after 5 days, email us at contact@ourvisus.com


RETURNS & EXCHANGES


Can I cancel my order?

If you have not yet received an email with a tracking number, please contact us and we will do our best to cancel your order before it ships.


Unfortunately if your order has already been shipped, you will have to follow our normal return procedure.


How do returns & exchanges work?

We do not offer any refunds on purchased and shipped products. 


We offer exchanges within 15 days of order delivery date. To avoid wrong sizes, please consult our sizing chart before ordering. The customer is responsible for all shipping charges. Contact us to initiate the exchange process. Include your order number.


For any other questions, please contact us at contact@ourvisus.com.