Frequently Asked Questions
Placing An Order
1. How do I place an order with Virtail?
You can place your order in a few simple steps –
1. Click the “Add to cart” button on the products you wish to purchase and they will be added to your shopping cart.
2. Register with Virtail by clicking on the “Account” button on the top right hand corner of the page and clicking on “Sign Up”. While sign-up is optional, we recommend that you create a Virtail account. You will be able to rate and review products, avail members-only coupons/offers, and more!
3. You can then click on your shopping cart on the top right corner of the page. To receive an additional discount on your order, coupon codes are pre-applied (if any) to your cart. If you'd like to change the coupon, you can do so by clicking on "Change" next to the coupon code section.
4. Either you can “Continue shopping” or click on the “Checkout” button to proceed to the next steps.
5. Provide us with your email address, shipping address and payment details. Finally, click on “place order” to go ahead.
6. Once the order is placed, you will see a confirmation page with an order number. We will also send you an email confirming your order.
2. Can I buy multiple products in a single order?
Sure you can! Just add all the products you wish to buy into your shopping cart and then click the “place order” button.
3. Can I leave items in my shopping cart for future purchase?
Yes, you can leave items in your shopping cart. Your cart is also synced across all platforms if you're registered with us and signed in!
However the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may go out of stock or any current offer on the product may expire or not be available at a later date.
4. Do I need to have an account to place an order at Virtail?
No, there is no need to have an account to place an order on Virtail. You can simply place an order as a guest. However, signing up as a member on Virtail will give you substantial benefits and a superior shopping experience.
5. Can I order a product that is “Out of Stock”?
Products that are ”Out of Stock” will not show up on the site.
6. I have a pre-order inquiry
At Virtail, we are happy to help you with any enquiry you may have. Please contact our Customer Support team on (917) 994-1795 or email us at firstname.lastname@example.org.
7. I wish to place a bulk order
Please drop us an email at email@example.com.
1. How do I pay for a Virtail purchase?
Virtail offers you the following payment options.
1. Debit and Credit Cards (Visa, MasterCard, Amex)
2. Online Banking
2. Are Shipping/COD charges applicable on my order?
No, Virtail offers free shipping irrespective of your cart value on all orders in the United States of America. We do not offer international shipping at this time.
3. How safe is it to use your debit/credit card or make an online payment on Virtail?
All online transactions on our website are safe & secure as we use a secure
HTTPS (Hypertext Transfer Protocol Secure) page. All card payments at Virtail are industry-standard secure payment methods to ensure that all online transactions at Virtail are processed in an extremely secure environment.
4. What steps does Virtail take to prevent card fraud?
All transactions are continuously monitored for suspicious activity and potentially fraudulent transactions if any are flagged for manual verification by our team. When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us verify that the purchases were genuine.
5. How do I view / add / remove a saved card?
Our website does not have an option to save your credit/debit cards.
6. Are there any hidden charges when I make a purchase on Virtail?
There are no hidden charges when you make a purchase on Virtail. Apart from the cost of the product, the final order amount would also include the sales tax which will be displayed on the cart page as well as the order confirmation page.
7. How can I use a coupon code on my order?
On the cart page, you will see an option to 'apply coupon.' Enter the coupon code there and the discount will be applied to your cart. Please note, taxes payable will be calculated only after the coupon code is applied.
8. What are the terms and conditions for using discount/ coupon codes?
Terms & Conditions on every Virtail coupon code vary from coupon to coupon. You can find the details of the coupon by clicking the banner highlighting the coupon. You will also see the T&C's of the coupon mentioned next to the coupon code itself on the cart page.
If you received a special coupon from us over Email or through social media, the Terms and conditions would be mentioned in the communication.
1. How are items packaged?
All products are shipped in their original packaging. In addition, we also use poly mailer packaging.
2. How does the delivery process work?
Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition. After they pass through the final round of quality check, they are packed in poly mailer and handed over to our trusted delivery partners. Our partners then bring the package to you at the earliest.
You receive an email when your products are shipped. This email will also mention the tracking ID.
If your delivery mandates ‘signature required’ our delivery partner will contact you before attempting delivery.
3. What is the estimated delivery time?
All our products will be dispatched within 2- 3 days. Your product should reach you within 4 – 7 days of placing the order.
4. Where all does Virtail ship to?
Barring the various territories, Virtail ships to all states in the US.
5. Can I ship the products to an address that is different from my billing address?
Yes, Definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’.
6. Does Virtail ship outside the US?
Unfortunately, Virtail does not ship outside the US at the moment.
1. How can I confirm my order is placed?
Once your order is confirmed, you will reach the order confirmation page displaying a unique Order ID, listing all of the item(s) you have ordered and the expected delivery time. Additionally, you will receive an Email confirming your order. Alternatively you can also visit the 'My Orders' section on the Virtail website to check the status of your order.
2. How do I track the status of my order?
You can track the status of your order/shipment from information/link given in the shipping email. This will help you with the current status of your order, estimated dispatch date and the estimated delivery date as well.
3. Why have I not received my order yet?.
Your order would most likely be in transit as we dispatch all orders in 2 -3 days. You can track the status of your order/shipment by tracking shipment with the help of the information provided in the shipping email.
Returns/ Replacements/ Refunds
1. I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they
leave our warehouse, however there is a slight possibility that the product could get damaged during shipment. If you have received any product in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/ refund:
1. Contact us on our email firstname.lastname@example.org within 30 days of receiving the order. Alternatively you can also connect with us via our Website Chat.
2. Once we receive your confirmation about a refund or a replacement we will process the same within 3- 4 business days.
3. Note: In case of replacement, it is subject to the availability of stock. In the event that the product is not available for replacement, we will refund you the full amount.
2. If I am not satisfied with quality of product can I get it replaced?
Product quality issues: If the quality of the product is not as expected you can reach out to us on chat or on email@example.com for further assistance.
If you're unsatisfied with the product: In case you are not satisfied or have changed your mind about a particular product(s) for any other reason, you can send it back to us at your cost and your refund will be processed with 3-4 business days on receipt of the product.
Returns will not be accepted after 30 days from the date of delivery.
3. Do I have to return the free gift when I return a product?
The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
4. Can I return part of my order?
Yes. If you have ordered multiple products, you can initiate a return followed by a replacement/refund for each individual item.
5. I have returned a product to Virtail. How long will it take to receive my refund/ replacement?
In the case of a return, we process the refund/replacement once the products have been received and verified at our warehouse. It takes around 2-3 days for the products to reach our warehouse.
6. If I receive a physically damaged product can I get it replaced?
Our shipments go through rigorous quality check processes before they leave our warehouse, however, there is a slight possibility that the product could get damaged during shipment. If you have received an item in a damaged condition, we request you to please email us the images of the product(s) at firstname.lastname@example.org within 30 days of receiving the order.
Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.
7. What if I haven’t received the free product / offer product?
We're sorry you didn't receive the free/ offer product. Please contact our Customer Support team at email@example.com so we can dispatch it to you at the earliest.
8. What if my shipment/package has been tampered?
Refuse to accept delivery of such a shipment/ package. Do contact our
Customer Support team at firstname.lastname@example.org at the earliest so we can redispatch your order for you.
Authenticity & Genuineness
1. What measures does Virtail take to ensure the quality of Virtail products?
At Virtail, customer satisfaction is our priority. All Virtail products are 100% genuine and authentic as we are Brand Authorized Sellers. We buy our inventory directly from the manufacturers. We do not accept any grey market products.
2. What measures does Virtail take to ensure the products are not damaged during delivery?
We do maintain a high level of quality control. However in the eventuality that a product gets damaged in transit we will process a refund or replacement as per your request.
3. What about Warranty and Benefit claims of the Products?
We are a retailer and not the manufacturer of the products sold on our website. We guarantee you genuine products by sourcing all our products directly from the manufacturers. We, however, do not undertake the responsibility for the claims of warranty and benefits made by the manufacturer. You would need to contact the brand directly in such cases.
4. How do I claim warranty from the manufacturer?
For all electronic products and appliances, kindly retain the original e-invoice copy to avail warranty service from the respective brand/ manufacturer.