A collection of journaling supplies might be part of an upcoming travel journal or a creative gift for a friend. Virexoo™ wants you to understand how your order is processed, when it is expected to arrive, and how to get help if a delivery issue occurs.
This policy applies to physical products purchased through this website, owned and operated by Shenzhen Kejingzhi Technology Co., Ltd..
1. Delivery Coverage
Available delivery destinations and supported addresses are shown at checkout. If you cannot complete checkout using your address, contact customer support before ordering. Please do not enter a different address to bypass delivery restrictions.
Some remote locations, P.O. boxes, or special addresses may not support certain shipping methods. Any applicable restrictions should be stated at checkout or disclosed before purchase. If an order cannot be fulfilled because of an address restriction, we will contact you to explain the situation and coordinate a suitable address change, cancellation, or refund.
2. Order Processing Time
Orders are typically processed and prepared for shipment within 1–3 business days after payment is confirmed. Processing includes checking product selections, preparing memo notes or material packages, reviewing order information, and handing the package to the delivery provider.
Business days generally exclude weekends and public holidays observed at the relevant fulfillment location. Transit time begins after dispatch and does not include order processing. If an item requires a preorder, customization, or additional preparation, the applicable timeframe should be stated on the product page or disclosed before purchase. Such items do not automatically follow the processing schedule for regular in-stock orders.
3. Estimated Transit Time
Standard shipping is estimated to arrive within 5–15 business days after dispatch. This is an estimated range, not a guaranteed arrival date. Actual transit time may be affected by the destination, carrier schedules, customs clearance, public holidays, weather, and other transportation conditions.
If checkout provides a different delivery estimate for your address, refer to the shipping information expressly displayed for that order. If you need an item before a birthday, departure date, or another occasion, allow time for both processing and transit, and contact us before purchasing. A shipping method without an explicit delivery guarantee should not be treated as a promise to arrive on a particular day.
4. Shipping Charges
Shipping charges are calculated and displayed at checkout based on your address and available delivery methods. Review the shipping charge and final order total before paying. If a free-shipping promotion is offered, eligible destinations, minimum purchase amounts, promotion dates, and other conditions should be clearly stated in the offer or at checkout.
Orders do not automatically qualify for free shipping unless expressly indicated. Whether free shipping can be combined with discount codes depends on applicable promotion terms.
5. Shipping Origin & Fulfillment
Orders may ship from our own or partner fulfillment facilities, depending on inventory location, the products ordered, and the delivery destination. Our company’s business address is not necessarily the dispatch location and does not mean products ship from a local warehouse in your country.
For international shipments, consider estimated transit time and applicable customs procedures. Contact customer support before ordering if you need to confirm the shipping origin.
6. Packaging for Paper & Decorative Materials
Memo notes, gingham paper, embossed sheets, and die-cut collage cards have different shapes and structures, so packaging may vary. We arrange packaging according to the product’s characteristics to help reduce bending and compression during transit.
Inspect paper materials promptly after delivery and store them in a dry place away from direct sunlight. Handle delicate edges, intricate cutouts, and raised textures gently when unpacking. When opening packaging with scissors or a knife, avoid cutting into the area containing the products. If the package is visibly wet, torn, or severely crushed, photograph the packaging and affected items, then contact us.
7. Order Tracking
After dispatch, we will send a shipping notification and available tracking information to the email address provided at checkout. Check that your email address is correct and review your spam folder if necessary.
Tracking may not appear immediately after a shipping notification is sent. There can be a delay between carrier receipt, scanning, and system updates. Some international packages may transfer to a local delivery provider after entering the destination country. The tracking page or number may also change. Refer to your order notifications and relevant tracking records. If you cannot locate tracking information, contact customer support with your order number.
8. Shipping Addresses & Contact Details
Before paying, check the recipient’s name, street number, street, city, state or province, postal code, and country. Provide a phone number that can be used for necessary delivery communication. Incomplete addresses or incorrect contact details may cause delays, failed delivery, or a return to sender.
Contact us promptly if you need to change your address. We will check whether an adjustment is possible before the order enters the shipping process. Packages already handed to a delivery provider may not be redirectable. We will not change an order to a materially different address without confirmation. If an adjustment involves additional charges or conditions, we will explain them first.
9. Split Shipments
An order may be shipped in multiple packages when required by inventory locations or fulfillment arrangements. If your order is split, relevant information will be provided through order or shipping notifications. Packages may have separate tracking records and arrive on different dates.
If some items are missing from the first package, check for additional shipping notifications. Contact us if you cannot confirm whether another package is on its way. We will not charge additional shipping solely because we arrange split fulfillment without prior disclosure and any required consent.
10. Customs & Import Charges
International packages may be inspected by customs. Clearance times depend on destination procedures and may affect estimated delivery. Whether import duties or clearance-related charges apply, and whether they have been collected at checkout, depends on the order and destination arrangements. Included or prepaid charges should be clearly shown in the checkout information.
If charges are not included in your order total, the recipient may need to pay applicable fees or provide necessary clearance information under local requirements. If you receive an unfamiliar payment request, verify its source and contact us to confirm package details. Do not pay purported customs charges to an unverified personal account.
11. Delays & Tracking Issues
If tracking has not updated for an extended period, or your package has not arrived within the estimated transit range, email customer support with your order number, tracking number, and a description of the issue.
We will review order records and coordinate with relevant fulfillment or delivery providers. Depending on the findings and applicable requirements, we will offer continued tracking assistance, a replacement shipment, a refund, or another appropriate resolution. Our assistance with delivery issues does not end when a package is handed to the carrier. We will not require you to wait indefinitely without a reasonable plan for resolving the issue.
12. Tracking Shows Delivered, but the Package Is Missing
If tracking shows delivery, check:
- Whether the shipping address is correct;
- Your mailbox, doorstep, or other designated delivery location;
- Your building’s front desk, property management office, pickup point, or parcel locker;
- Whether a household member or another authorized person accepted the package.
If you still cannot locate it, contact us promptly with your order number, tracking details, and the steps you have taken. A “Delivered” record is one part of the investigation and will not, by itself, automatically cause us to reject your inquiry. We will review the delivery circumstances and available information.
13. Transit Damage, Missing Items & Incorrect Products
After receiving your package, check product names, designs, and quantities against your order. If paper is significantly creased, stickers are missing, collage cards are damaged, or an item does not match your order, retain packaging, products, and labels, and provide clear photographs.
Where possible, include photographs of the overall package, shipping label, and affected product details. Conceal personal information unrelated to resolving the issue. For verified damage, missing items, or incorrect shipments, we will provide an appropriate replacement, shipment of missing items, refund, or return arrangement. We will not require you to bear unreasonable additional costs to resolve our errors or product issues.
14. Failed Delivery & Returned Packages
A package may be returned because of address problems, an inability to contact the recipient, failure to collect it, or other circumstances. If this happens, we will investigate the reason and discuss available options for redelivery, cancellation, or a refund.
Any additional charges will depend on the cause, reasonable costs actually incurred, and applicable rules. If a charge is your responsibility, we will explain the amount and basis first. We will not automatically deduct an undisclosed fixed penalty. If the issue results from our address-entry or fulfillment error, we will coordinate an appropriate resolution.
15. Shipping & Return Addresses
Our business address, dispatch location, and return receiving address may differ. Do not send products back solely based on the sender address on a package or the business address on our website. To request a return, follow our Return & Refund Policy and contact customer support for the appropriate address and instructions.
Shipping information in this policy, order confirmations, product pages, and other policies should remain consistent. If you find conflicting information, contact us for clarification.
16. Contact Customer Support
For dispatch, tracking, or delivery questions, include your order number, checkout email address, and relevant tracking information so we can locate your records.
Customer Support Email: service@virexoo.com
Customer Service Phone: +86 184 6620 3678
Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)
We review inquiries during our service hours and assist based on your order and delivery circumstances.