F.A.Q.

Processing Time

- When will my order ship?

Please allow 2-5 business days for your order to ship

- When do you reply to emails?

We answer e-mails daily during business days (Monday-Friday) and we'll do our best to answer them during the weekend as well. 

- I can't see any of your e-mails

Please be sure to check your junk folder for any filtered e-mails. Our direct e-mail is hello@venusorion.com

Shipping

- How much is for Shipping?

Shipping is FREE for the U.S. (Except mystery boxes) and $4.99 for rest of the world. If you have any questions regarding shipping in your country feel free to message us.

*We are not responsible for any customs fees your country may charge. Or stolen/lost packages after a delivery has been registered.

- When will I get my order?

Our products are shipped directly from our suppliers in Asia to maintain a low cost for our customers.

Packages usually take between 3-4 weeks to arrive to most countries after they have been processed and shipped, but sometimes it can take longer depending on your country and customs especially during Holiday season. 

Please have this in mind before placing an order if you need to plan ahead of time. By placing an order you agree and accept the estimated delivery times stated above. 

If you need faster shipping or have any questions regarding the Shipping Speed of a product in particular please Contact Us to offer Faster Shipping for an additional fee.

- I am missing items

If you ordered multiple items there is a chance you will receive them in different package since we have different suppliers. Don't worry! You will get them all shortly after your first package arrives.

- It's been over 60 days and my items are not here

There could be customs and shipping delays, especially now due to COVID-19 regulations, if it's been over 60 days and you still haven't received your package please Contact Us. We'll gladly check the status of your order through the tracking numer or we can send you a replacement with faster shipping.

Refunds, returns, exchanges

Can I cancel my order?

Orders can't be cancelled if they were already shipped. If you typed the wrong address or information please Contact US ASAP so we can correct it before it ships.

- How can I return my order if I changed my mind?

All items are final sale and cannot be returned or exchanged unless the item is lost in transit, damaged or sent with the wrong color or design. If this is the case please message us directly within 30 days, so we can send a replacement.

**We may approve returns in certain situations on a case to case basis, but the shipping cost has to be covered by the customer. We will refund the order's full amount once the package has been received and processed. 

- Are you looking for Brand Ambassadors?

Of course! We are always on the look for new Venus&Orion family members, for more information and details please check out our Ambassadors Page.