Frequently asked questions

All VialCase products are made to order. Orders are typically processed and shipped within 1–4 business days after production begins. Business days exclude weekends and holidays.

Because items are made to order, production begins promptly and orders generally cannot be canceled or modified once submitted. You may request a return after delivery in accordance with our Return & Refund Policy.

We ship within the United States using USPS Ground Advantage or other USPS services selected at checkout.

Shipping times are carrier estimates only and may vary based on location and conditions. Once an order ships, delivery timing is in the carrier's hands.

Yes. Once your order ships, you'll receive tracking so you can monitor delivery. You can also sign in to your account to view order status.

Carrier tracking marked "Delivered" is considered proof of delivery. We recommend checking with household members, neighbors, and your local post office. Customers may pursue available remedies directly with the carrier using the tracking number provided. If you have questions about a delivery, USPS can be reached at 1-800-275-8777 — have your tracking number ready.

Shipments sent via USPS Ground Advantage include up to $100 of carrier-provided insurance, subject to USPS terms. If a package is lost in transit, customers may file a claim directly with USPS using the tracking number.

We accept returns within 30 days of delivery, subject to approval and eligibility. Items must be:

• In new, unused condition
• In original packaging
• Returned with proof of purchase

See our Return & Refund Policy for full details.

For standard returns, the buyer is responsible for return shipping. For damaged or defective items, we cover return shipping. In all cases, we provide the return label after the request is approved.

If a return is approved and received in acceptable condition, refunds are typically processed within 7–10 business days after inspection. Original shipping costs and fees are non-refundable.

Submit a request through the Orders page within 7 days of delivery. Damaged or defective items must be returned (we provide a free return label), and replacements ship after the returned item is received and inspected. We'll determine the appropriate resolution, which may include replacement, store credit, or refund.

Customers are responsible for providing an accurate shipping address at checkout. We're not responsible for delays, misdeliveries, or returned packages caused by incorrect or incomplete addresses. Additional shipping fees may apply to reship orders returned due to address errors.

If you experience difficulty accessing any part of our website or submitting a request, contact us. We make reasonable efforts to provide assistance or an alternative means of access. See our Accessibility Statement for more.