At VGN, we are committed to providing efficient and reliable shipping services. Please review our comprehensive shipping policy below:

ADDRESS INFORMATION AND MODIFICATION

Accuracy and Completeness: Please ensure all shipping addresses are provided in English and double-checked for accuracy and completeness. Include specific details such as street number, building number, room number, and a zip code that matches your city.

Modification: To correct any discrepancies, please contact us promptly before the product is dispatched. Modifications to your shipping information are not possible once the items have been shipped.

ORDER PROCESSING TIME

Standard Processing: Most orders are shipped within 1-3 business days.

High Volume: During peak times, such as promotional periods or high order volumes, processing may take up to 15 business days.

SHIPPING METHODS

Shipping Companies: We collaborate with Yun Express.

Shipping Options:

1.Standard Shipping via Yun Express

• Shipping Time: Delivery times for all available regions range from 3 to 15 business days. (For specific shipping times to each country, please refer to the Shipping Time Reference below).
• Cost: More economical, ideal for non-urgent deliveries.
• Best For: Cost-effective shipping for non-urgent items.

Note: Shipping costs are calculated based on the destination country's rates and the weight of the items purchased. To calculate your exact shipping charges, add items to your cart, proceed to checkout, and enter your shipping address. The cost will automatically update and be displayed in your total.

SHIPPING DESTINATIONS

We currently ship to the following countries:

Yun Express: Angola, Australia, Austria, Bahrain, Belgium, Brazil Bulgaria, Canada, Chile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Ghana, Greece, Hungary, Ireland, Israel, Italy, Japan, Jordan, Kenya, Kuwait, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Nigeria, Norway, Pakistan, Philippines, Poland, Portugal, Qatar, Romania, Rwanda, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Tanzania, Thailand, Turkey, Uganda, United Arab Emirates, United Kingdom, United States, Vietnam, Peru.

UNDELIVERABLE REGIONS

Standard Shipping via Yun Express has undeliverable regions. Please verify that your delivery address is not within these regions before placing an order with Standard Shipping.

1. Affiliated islands are not eligible for delivery.
2. United Kingdom: Overseas territories and offshore islands, such as the British Indian Ocean Territory, British Virgin Islands, Guernsey, and Jersey, are not eligible for delivery.
3. United States: Alaska, Hawaii, remote areas, and overseas territories like Puerto Rico and Guam are excluded from delivery. APO/FPO military addresses are also not eligible.
4. South Africa: Addresses including keywords such as box, posbus, plot, plaas, farm, private bag, or privaat sak, as well as affiliated islands, are excluded from delivery.
5. Philippines/Chile/Colombia: Certain restricted areas are not eligible for delivery.
6. Singapore: Delivery is not available to certain regions.
7. Japan: APO/FPO military addresses and Amazon addresses are excluded from delivery.
8. South Korea: Certain remote areas are not eligible for delivery. PO BOX and military addresses are also excluded.
9. UAE, Saudi Arabia, Jordan, Lebanon: PO BOX addresses are not eligible for delivery. Please ensure the provided address and phone number are accurate to avoid delivery issues, as the company is not responsible for undeliverable shipments due to incorrect information.

DUTIES AND IMPORT TAXES

General Policy: Due to varying customs policies, we cannot control taxes. Our product prices do not include VAT or import taxes for your country. For detailed information on these charges, please consult your local customs office.

Tax-Inclusive Shipping: Standard Shipping via Yun Express includes taxes for most countries. However, VGN is not responsible for additional administrative or handling fees imposed by your local courier or customs. Please verify any potential extra charges with your local customs office.

UNDELIVERED PACKAGES

Customs Issues: If your parcel is held in customs, we will notify you as soon as possible. Failure to provide required information (e.g., tax payments) may result in the parcel being returned to the shipping company's origin warehouse or, in some cases, destroyed. Re-shipping will incur additional fees. If you choose not to retrieve the parcel, the return shipping cost will be deducted from your refund.

Returned Packages: If an undelivered package is returned to us, we will contact you to resolve any issues and arrange for a new shipment. If a new shipment is not feasible, a full refund will be issued, minus the original shipping charges.

Customer Responsibility: Customers are responsible for any consequences or fees incurred if a parcel is undelivered due to:

• Incorrect or insufficient address or phone number.
• Recipient being unreachable.
• Refusal to sign for the package upon delivery.
• Opting for "no-signature delivery."
• Refusal to pay local taxes or processing fees.
• Failure to provide necessary documents for customs clearance.
• Theft or loss resulting from recipient negligence.

HOW DO I GET HELP FOR MY ORDER?

Verification: Upon receiving your parcel, please confirm the contents and condition of the package before signing for it. We strongly advise you to take an unboxing video when opening your parcels and products.

Faulty or Missing Items: For faulty or missing items, please email support@vgnlab.com with:

1. An appropriate subject title
2. Your order number and a clear description of the issue
3. Photos and videos showing the faulty/missing product and the shipping details on the parcel

If additional proof is required, we will request more information. Once confirmed, we will arrange for a replacement, partial refund, or full refund as applicable.

Incorrect Products: VGN reserves the right to determine whether you need to return the incorrect item. Please contact us via email first. We aim to review your email within 3 working days.

SPECIAL REQUIREMENTS

China: For Macau (SAR), Hong Kong (SAR), and Taiwan, please fill in the address and names in Chinese.

Taiwan: Please provide your ID card number (or passport number if you are a foreigner). Recipients must download the Ezway app and register an account for customs clearance. Failure to register may result in customs confiscating the goods, for which VGN will not be held responsible.

Korea: Provide your personal tax ID and Korean name (Korean name + Korean address + required personal tax ID (P + 12 digits) + recipient phone number (010 + 8 digits)) as required by Korean customs.

Brazil, Chile, Colombia, Turkey, Norway: Please provide the recipient’s tax ID or VOEC number to ensure smooth customs clearance.

TRACKING YOUR ORDER

Tracking Information: Once your order is shipped, you will receive a tracking number via email. Use this tracking number or link to monitor the status of your shipment through the carrier's website.

Thank you for choosing VGN. We are committed to providing you with the best possible shipping experience. If you have any questions or need further assistance, please contact our customer service team.