Frequently asked questions

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

How to search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

Are the “FREE” items really free?

Yes! For our promotional items, all you have to pay is the shipping and handling cost ($6.00) per item. The price of the item itself is $0.00. However, we offer discounted shipping if you decide to order more than one item.

Is my order eligible for free shipping?

Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and over sized/overweight products. Your order will be shipped using economy shipping.

Please check the product page if the product is eligible for Free Shipping.

How are shipping costs calculated?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly at [email protected]

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “b”.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What if I typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

I am having trouble placing an order online, do you take phone orders?

We are unable to take orders over the phone. You can try placing your order on a different device or browser. Otherwise we are happy to speak with you and see if we can fix any issues you may be having.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise

When will my order be processed?

All orders are handled and shipped out from our warehouse locations in the Canada, US, Turkey, Germany, Spain, UK or China. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

Please contact us if you do not receive a confirmation email within 5 business days from the day you completed your payment.

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination’s customs department will have the package on hold.

How do I check the Status of my Order?

You can track your order status in real time by entering your order information on the Track my Order page.

When will my order arrive?

VeryYu.com partners with global manufacturers  and suppliers in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Turkey, Europe, China, United States, Canada etc. via our partnership with USPS, FedEx, DHL, ePacket, Canada Post.

Because we ship directly from our partners in these countries, your item may take 1-4 weeks to arrive since it’s shipped. We are not responsible for delays caused by the customs department in your country.

Please email us if you didn’t your receive your item after 45days guarantee shipment.

The tracking number for my order stopped updating, what happened?

If you’re buying from outside of the U.S. (particularly in Canada), your country’s customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada’s customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country’s customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we’ll send you a replacement!

I ordered 1+ items, but only received one, where’s my order?

We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once. They are on the way.

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately via email: [email protected]

My order still hasn’t arrived, I think it is lost?

If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately, we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed, will be subject to a cancellation fee of $1.00 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

My order has been sent, why don’t I see the tracking information?

Your order has been sent, but sometimes it takes up to 48 hours for tracking info to show up in the tracking system or our own tracking system.

Are FREE PROMO Items eligible for a refund?

We do not offer replacement nor return on any free products, for any reason. Only regular priced items may be refunded, unfortunately PROMO items cannot be refunded.

How long is the returns process?

Processing returns may take up to 15 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 6-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

What if the item(s) I received are defective/incorrect/damaged?

Firstly, please accept our sincerest apologies. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Return Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

Where are you based?

Our company is registered in Ontario, Canada. We operate from Toronto but to speed up delivery times our products are stored in multiple fulfillment centers around the world. We only have an online store.

How secure is my personal information?

VeryYu.com uses industry standard privacy protection; we don’t sell, lease or otherwise distribute any personal customer information. We are using Canada Based Hosting Company.  Your personal data will be stored in Canada. Please check our privacy policy page for more detail.

I have sent you an email to your support team, when will you reply?

We try to reply to all emails within 24 hours. Our office is closed on weekends, so we will look to reply the next working day.

What are our Support Hours?

Our support hours are from Monday to Friday from 8 am to 6 PM Eastern  Time Toronto. Please allow 24hours to get a response to your request. If your message concern a change of size or order cancellation within 24hours or your order, no worries we will process it at time.

 

Please if you have any other questions or concerns, contact us via email: [email protected] We will do our best to reply within 24 hours.