FAQ
FREQUENTLY ASKED QUESTIONS
PROCESSING TIME: 2-7 BUSINESS DAYS FROM PURCHASE DATE
(Business days do not include weekends)
All order inquiries should be made to: orders@vainillaice.com. Please do not DM or leave comments on the Instagram Page.
Direct Messages will have a slower response rate due to high volume of DMs. This is not the best form of communication as it is easy for your DM to get lost below all other messages.
How soon will I get a response?
Email response time is 48-72 business hours. Our team works M-F 8:00 AM - 4:00 PM EST. This does not include holidays.
Is there a number I can contact?
We do not have any inbound call system. The best way to reach us is via email at orders@vainillaice.com .
How do I cancel my order?
We cannot cancel orders once they are placed. For cancelation inquiries, we may edit your order or store credit will be issued for a future purchase.
How do I get a refund?
We cannot process refunds back to the original form of sender. We can only process store credit.
Will I receive a prepaid shipping label?
We do not provide shipping labels at the moment. Shipping cost must be covered by the customer.
How should I ship my item?
When returning an item, we recommend using USPS Flat Rate Shipping or First Class Package as it is the most affordable shipping option.
I received the wrong item and need to send it back, am I still responsible for return shipping?
Please contact us within 48 hours of receiving an incorrect item. We will instruct you on the best method to ship the item back to our facility.
What should I include in the package?
Please include the original packing slip that was shipped with the order. You may also provide us with your full name and the order number on a piece of paper.
Does my store credit expire?
Store credit does not expire and can be entered in the discount code box at checkout.
Where can I find my tracking number?
Once an order has fulfilled, you will receive a shipping confirmation email that includes your tracking number. We recommend checking your spam folder or contacting us if you did not receive a confirmation email.
My packing slip or email confirmation says 'delivered partially'?
If you purchased Package Protection, your order will count the protection as an item and part of the total order. You may disregard this message.
My package was returned to the sender, what do I do now?
Your order can be returned to us for one of the following reasons: insufficient address, Attempted-not known, missing unit, unable to forward. We will email you once the package arrives at our facility. Reshipment costs vary from $6.00-$10.00 and these costs are paid directly to USPS. You will have 10 days from the email notification to respond or we will issue you store credit to the email that is associated to your order.
Please note, we do not have control over the Postal Office returning packages.
What if I do not want to pay the re-shipment fee?
Your order will be cancelled and an e-store gift card will be issued to the email associated with your order.
I received an email saying that my order was flagged as medium/high risk. What happens now?
Orders are flagged by our internal processing system when it deems them as a fraudulent risk. Any orders that come in as medium or high risk fraudulent will need to be verified before being processed and shipped
This is done to ensure the cardholder and merchant's safety and to minimize the chance of bank charge backs from cardholders who have been victim of fraud.
Why is my order showing as Medium or High Risk?
Your order may be Medium or High risk if it meets any of the following criteria below:
- Multiple failed payment attempts were made to place the order (raises concern of stolen cards being used)
- CVV is incorrect
- IP Address where order was placed is nowhere near the ultimate shipping destination (example, order placed from China but being shipped to UK, this is cause for concern and raises red flag of possible credit card fraud).
- Billing and Shipping Address are not an exact match
What can I do to make sure my order does not fall into Medium/High risk?
When you place an order, make sure it does not meet any of the criteria above that may make it susceptible to fraud.
Make sure billing and shipping addresses match and that location of order is in the vicinity of final shipping destination.
If you have recently moved, you may need to contact your bank to update them with your new residence address.