Frequently Asked Questions
Contact Us: [email protected]
Orders And Shipment
Option 1:
– Go to “Track order” page on the VinCustom website.
– Fill in your order number and email address
– Click “Track my order” to review all details including preview, shipping address, tracking number, and estimated delivery date
Option 2
– Sign in to your account
– Access “My account” then visit My orders to see all your orders
– Enter your order number you want to search to review order’s details.
Option 3:
– You can track your order through the shipping confirmation email. Please check your inbox, including your spam folder, for your confirmation email.
You should receive an email with order confirmation shortly after completing your purchase.
If it does not exist in your inbox, please kindly check the spam folder of the correct email address associated with your order. Sometimes our email is flagged incorrectly, leading it to go to your spam box. You can open our email, mark it as important and flag it as “Not spam” to avoid the same issue happening again. Also, please add the email [email protected] to your contact list in your account so that our emails would go through afterwards.
In case you can not find your order confirmation email in your junk box, please feel free to let us know via chat, our email or contact form, we would be delighted to assist you further.
Orders typically arrive within 12-20 business days. To get an accurate estimate for your specific order, we recommend visiting our tracking page. Simply go to “Track order” on VinCustom website and enter your order number and email address. You’ll be able to view all the details related to your order, including the estimated shipping time.
Please keep in mind that shipping times may vary based on factors such as the type of product and shipping or production time, and any unforeseen circumstances. We strive to fulfill orders as quickly as possible and provide regular updates on the progress of your shipment.
If you require any further assistance or information, please don’t hesitate to contact us. We’re here to help!
Most of the orders will be handled and delivered by USPS and UPS. Other shipping partners are DHL, Fedex and A C I. Depending on your location and products, we use different couriers to ensure that your order would reach you in the shortest possible time.
While we print a majority portion of our production of our products at our US facilities, we also operate with several fulfillment centers around the world (EU, Asia) to offer our customers a greaer variety of merchandise.
Yes, Free Standard Shipping will be automatically applied when:
– The subtotal of items is over $70 USD after applying your discount code.
Please do not worry when your tracking number has not been updated yet. Usually, tracking information refreshes upon reaching the next facility, and it commonly takes 7-10 business days for shipping carriers to scan your package. We’ll promptly notify you via email if anything unusual occurs with your package.
We are sincerely sorry to hear that you have not received your package as indicated. Please kindly try these steps to locate it:
– Check if the shipping address on your order confirmation is correct.
– Check your mailbox again and ask if your family members or neighbors have accepted the item on your behalf.
– If you are unable to find your package, please kindly contact the local post to ask the postman about your package.
After doing the above steps, if you are still clueless about your order, please reach out to us via chat, our email [email protected] or our contact form. We would be happy to give further advice on this matter.
Possible reasons for your package being returned to the sender might include, but not be limited to:
– Your shipping address is incorrect/insufficient.
– The addressee refuses the shipment.
– The receiver has moved without providing a forwarding address.
– Unsuccessful delivery after several attempts.
A “Return to Sender” package will be ineligible for redelivery and will be disposed of once it reaches the carrier’s warehouse.
In case your shipping address is correct after careful checking, please do not hesitate to contact us via chat, our email [email protected] or our contact form. We will take care of the rest for you!
We totally understand your feelings when one item on your order is not received yet. To help track down the missing item, we suggest following these steps:
- Review your shipping confirmation email to know if your items were shipped separately. In cases where orders contain multiple items, they might arrive in separate packages on different dates. Each package will have its unique tracking number. If the missing item was dispatched separately, it might still be in transit to you.
- If you’re unable to locate an additional shipment and are still missing items, please kindly contact us via chat, our email [email protected] or our contact form with photos of the items you received and the shipping label. We’re always here for you!
We’re afraid that our shipping service doesn’t accommodate forwarding requests. We recommend you contact the local post office to ask if you can change your shipping address.
Meanwhile, we will continue monitoring the shipment on our end until it reaches the final post office. Once it arrives, we’ll inform you so that you can request to hold the package for later pickup.
Modification And Cancellation
If you want to change your shipping address, please contact us via chat, our email [email protected] or our contact form and provide your order number and the new address you would like to update. We’ll confirm once the modification has been made.
Please note that your shipping address is only eligible to be modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be modified.
If you change your mind about your purchase, please contact us via chat, our email [email protected] or our contact form and provide your order number and the new address you would like to update. We’ll confirm once the modification has been made.
Replacement & Refund
We stand behind our quality and offer a 100% quality guarantee on any items purchased from our store.
If there is any problem with the item you received. Please send a photo of the defective item to us via chat, our email [email protected] or our contact form within 30 days since the delivery day. We’ll make it right!
Due to the fact that our products are customized, we DO NOT accept returned/ exchanged items. Please contact us via chat, our email [email protected] or our contact form if the item you received has a problem.
Please be reminded that our warranty policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since you received the order, unfortunately, we can’t offer you a replacement or refund.
Please be reminded that our warranty policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since you received the order, unfortunately, we can’t offer you a replacement or refund.
Payment
- Credit, debit, and prepaid cards
- Paypal
- Apple Pay is currently available, but it is only visible when you use Safari on iPhone, iPad or Mac.
We completely understand that the privacy and security of your online transactions are your biggest concern. At VinCustom.com, we assure you that your personal details are kept safe and your credit card information is not stored on our servers.
We verify each transaction with the credit company and only process orders after the credit company authorizes them. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.
On credit/debit cards, CVV verification is required before your order can be completed. Additionally, most credit cards and Paypal offer buyers the protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.
Yes, your payment is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a debit on your statement.
We are an international company, using an American payment processor called Stripe. That results in some banks charging additional international fees, while other banks do not. This charge comes directly from your bank and is outside of our control.
If you detect two charges on your bank account for the same amount, please verify if you have received two confirmation orders in your inbox and contact us in case there is an unwanted duplicate order.
If no duplicate order is placed, please do not worry, we only deduct once and the other payment will not proceed. The double charge that you see on your bank statement is most likely an authorization (pending charge), rather than a real charge.
When making a payment by credit card for certain services or by PayPal, your credit card company/PayPal may authorize your card before the actual funds are taken. If this is the case, the authorization appears on your bank statement in addition to the real charge. The authorization should disappear from your bank statement within a 7-14 days. we suggest that you wait for the release of the funds or contact your bank to speed up the process.
If you’re not sure if you placed one order or not, feel free to reach us via our Contact form.
There may be several reasons why a transaction does not go through. We recommend checking the following list of possible reasons and reaching out to your credit card issuer/bank for further information.
- Check the funds available in your bank account.
- Check the expiry date shown on your credit or debit card.
- You may have reached a daily limit for a single vendor that could be set up by your card issuer or bank. Contact your bank for further information or retry the following day.
- Temporary technical issue with the card: Please try again in 30 minutes. If that doesn’t help, contact your bank or try adding a new card.
- Check if your bank declines the transaction by contacting them.
In case followed the aforementioned steps and are still unable to place your order, we do recommend you checkout via Paypal to save your time and effort. Using PayPal gives you an extra level of security and fraud prevention. Furthermore, it uses encryption to safeguard your banking and credit card details, ensuring their safety.
Thanks to it, consumers can have peace of mind when making a purchase.
Your security matters most to us at VinCustom.com. We employ strict payment protocols and a Fraud Detection system for your protection. If you see an unrecognized payment, reach out to us via email address [email protected] immediately with:
- Transaction history screenshot
- Charged amount, PayPal or last 4 card digits
- Additional details (if any)
We’re dedicated to promptly investigating and resolving any concerns.
Additional Support
Though we do not offer inbound calls at the moment, we surely can arrange a call to your phone number.
However, we can only make the phone call between 2PM – 6PM. If this timeframe works for you, please send us your phone number via chat, our email [email protected] or our contact form. We will get back to you as soon as possible.
