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Notice: Affected by Covid-19, there will be some delay on the delivery.Thanks for understanding !
Notice: Affected by Covid-19, there will be some delay on the delivery.Thanks for understanding !

Frequently Asked Questions (FAQs)

VLAND OFFICIAL FAQS

 

  • About Orders

Main Order Statuses
Once we receive your payment, your order will go through several steps before being “shipped”.
Please refer to the different order statuses explanation below:


Waiting for payment:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.


Payment to be confirmed:
Due to transaction delay or other reasons, at this time we haven’t received your payment yet. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
 If we haven't received your payment within 20 days from the date you placed your order, we will automatically cancel your order.


Payment failed:
You have attempted to pay us via credit card or other payment method, but this payment has failed. Please use other banking account to try to pay again. If the payment has been completed successfully, please send us the transaction ID or payment proof.


Payment Confirmed:
You have just paid for your order, we will process your order as soon as possible, Please be patient.
Processing:
An order status of “Processing” means your order has been entered into our system and has been sent to the warehouse to prepare shipment.
The order status will remain as "Processing" until shipment information been updated from the warehouse.
- After you place the order:  if any changes on stock you will receive a notification E-mail from us with a action required. Please check your email timely. 


Dispatching
Your order is being dispatched out of the warehouse. Your order can not be edited anymore. 


Shipped
Your order has been shipped and now is on its way. Please check your order information in account, and you may track the item online (if it's a tracked order).


Confirm delivery 
You have confirmed receipt of order merchandise on the website. If the goods have not actually been received, please check the order logistics details or contact our customer service. 


Refunded
Your order status was refunded. We have arranged refunded for you. If you still have other questions, please do not hesitate to contact us.

 

  • About Payment

Which payment methods do you accept?
We offer Credit Card & Debit Card, PayPal.

 

My payment won't go through!
(1). Make sure all information is correct including credit card number, expiration date, CVV code, and billing address.
(2). Make sure you have enough credit or account balance.
(3). Check whether your card Authorized or default online transaction limit is too low.
(4). Try refreshing the page, or logging completely out and then logging back in.
(5). Start over with a new order instead of trying to pay for the same order over again.
(6). If your payment is still declined, you may need to contact your bank.
As default in all Credit Card banks, part of their security, they block international transactions/payments. Unless the cardholder will request to unblock their secured method.
(7). You can also pay through PayPal with your Credit or debit card as "a guest" it is very safe and easy.
(8). Try using a different card.
(9). Try using PayPal if you have a PayPal account.

 

I failed to pay with PayPal?
(1). According to our experience, PayPal may have a transaction limit. Please check that with PayPal.
(2). According to PayPal rules, the shipping address and the billing address need to be in the same country, otherwise, the payment will not be allowed.
(3). If the above is not working, we highly suggest you try with Credit Card (Visa, MasterCard,), and Debit Card.

 

  • About Shipment

Do you have oversea warehouse?
Yes, we have warehouses located in the United States, Canada, Australia, United Kingdom, and Europe.

 

How long will it take to get my order?

The Arriving Time = Processing Time + Shipping time
After the payment is received, Order process time needs 1-3 Business Days .
Email will be sent to you if any update of your order and require your timely reply .
So pls make sure the email address you provide when placing the order is effective .
Shipping time will depend on the destination country and the shipping method you choose and where you are.

What shipping carriers do you use?
UPS, FedEx, DHL,EMS, Hermes and others.

If you need other express channels, please contact us by:support03@vland-official.com.

 

Why was my order shipped separately?
We will send your order as soon as possible to ensure you get the order earlier. So your order might be shipped separately from our different warehouses based on our stock.

 

Why is my tracking number not working?

If it happens, there might be two reasons:
(1). When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end. We suggest you wait a few days more.
(2). Or you will need to get the destination tracking number for some shipping methods. You can get the new tracking number when you track at the link sent to you in the confirmation email. If you still cannot find the updated tracking number, please contact us. We are willing to assist you with this issue.

 

Why my package status did not update for several days?
Sometimes it takes several days for the tracking information to be updated. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches the next shipping station (may need 3-7 days).

Sometimes the shipping company has not updated the package information. We suggest you wait a few days more.