FAQ / Help Center
Last Updated: January 11, 2026
Welcome to the Vial Case Help Center. Below you’ll find answers to the most common questions about orders, shipping, returns, and policies.
If you need further assistance, please contact us at hello@vialcase.com.
Orders & Processing
How long does it take to process my order?
All Vial Case products are made to order. Orders are typically processed and shipped within 1–3 business days after production begins. Business days do not include weekends or holidays.
Can I cancel or change my order after placing it?
No. Orders cannot be canceled or modified once submitted. Because items are made to order, production begins promptly and cannot be stopped.
You may request a return after delivery in accordance with our Return & Refund Policy.
Shipping & Delivery
Who do you ship with?
We ship orders within the United States using USPS Ground Advantage or other USPS services selected at checkout.
How long does shipping take?
Shipping times are provided by the carrier as estimates only and may vary based on location and carrier conditions. Once an order is shipped, delivery timing is outside of our control.
Do you provide tracking information?
Yes. Once your order ships, you will receive tracking information so you can monitor delivery.
What if USPS says “Delivered” but I didn’t receive my package?
Carrier tracking marked “Delivered” is considered proof of delivery.
Vial Case is not responsible for packages marked as delivered but reported as missing, stolen, or not received. We recommend checking with household members, neighbors, or your local post office.
Customers may pursue available remedies directly with the carrier using the tracking information provided.
Are packages insured?
Shipments sent via USPS Ground Advantage include up to $100 of carrier-provided insurance, subject to USPS terms and conditions.
If a package is lost in transit, customers may file an insurance claim directly with USPS online or at a local post office using the tracking information.
Returns & Refunds
What is your return policy?
We allow returns within 30 days of delivery, subject to approval and eligibility requirements.
Items must be:
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In new, unused condition
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In original packaging
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Returned with proof of purchase
Return requests must be submitted through the Orders page.
Please review our Return & Refund Policy for full details.
Who pays for return shipping?
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For standard returns, the buyer is responsible for return shipping costs
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For damaged or defective items, we cover return shipping
In all cases, we provide the return shipping label after the return request is approved.
How long do refunds take?
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.
Damaged or Defective Items
What if my item arrives damaged or defective?
If your item arrives damaged or defective, submit a request through the Orders page within 7 days of delivery.
To prevent fraud:
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Damaged or defective items must be returned
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We provide a free return shipping label
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Replacements are shipped only after the returned item is received and inspected
We will determine the appropriate resolution, which may include replacement, store credit, or refund.
Address Issues
What if I entered the wrong shipping address?
Customers are responsible for providing an accurate shipping address at checkout.
Vial Case is 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.
Accessibility & Assistance
I’m having trouble accessing the website or submitting a request. What should I do?
If you experience difficulty accessing any part of our website or submitting a request, please contact us at:
We will make reasonable efforts to provide assistance or an alternative means of access consistent with applicable law.
Still Need Help?
If your question isn’t answered here, please reach out to us:
📧 hello@vialcase.com
⏱ Responses are provided during normal business hours.
