Unlike other companies, we hold much of our inventory in-house and ship over 95% of our orders on the same day (see same-day shipping).
Dispatched same day
Orders must be completed before 3:00 p.m. CST on weekdays to be eligible for same-day shipping.
Below are two other reasons why your order may not be fulfilled on the same day:
Verification of purchase: If your billing address does not match, or your billing and shipping addresses are different, you will receive an email asking you to verify your order. This security step is designed to protect our customers and us from fraudulent transactions.
Verification of the shipping address: If your shipping address does not contain any information (e.g. apartment number) or there is a mismatch, you will receive an email asking you to verify your shipping address.
Warning: Same-day shipping does not mean same-day delivery. Same-day shipping when all requirements are met means an order will be shipped the same day. We do not have a courier service that delivers to customers on the same day.
Weekend and Holiday dispatch/delivery
Orders placed over the weekend or bank holidays will be dispatched the following business day.
Each shipment is delivered from Monday to Friday. There is no delivery service on weekends.
Return packages to the sender (rejected/undeliverable address)
An additional payment of shipping cost is required for resending Return-to-Sender packages.
Uncollected items returned to the sender will be treated as returns and will receive a 10% restocking. All shipping charges calculated at checkout are non-refundable.
Have you received a damaged, defective, or wrong product?
Notify us by email within 5 business days of the delivery date with a photo showing proof of claim. We will solve this for you as soon as possible.
If the customer is not a resident of the United States mainland, we may or may not ship a replacement product. If we don't send a replacement item, we will either issue a refund.
International shipping
Duties, Taxes, and Customs fees
International customers are responsible for all taxes, duties, and fees, including but not limited to customs and brokerage fees. The government where the customer lives may impose these charges and the courier may collect them at the point of delivery.
For more information on taxes, duties, and fees, please contact your local customs office.
If you refuse your package because of tax, duty, other charges, or other issues, the customer will be responsible for the package return shipping fee to VACAYSENSEI. This fee can vary from $17 to $100.
Does your tracking number say your package was delivered but you didn't receive it?
Please check your premises and all your household members and neighbors to ensure your package has not been intercepted by someone else. If you are sure that you or someone else has not received your package, email us with your order number, tracking number, and a confirmation that you have not received your package. We will initiate your claim and solve the problem for you as soon as possible!
Is there no movement on your package?
Email us your order number and the reason you are contacting us. We will make a claim and solve it for you as soon as possible!
If you have additional shipping questions, you can contact us by email at opoosum@vacaysensei.com.