FAQ

Help Centre

Questions, answered.

Everything you need to know before, during, and after your order. Still stuck? WhatsApp us — we reply in hours, not days.

Orders & Payment

Is Cash on Delivery available?

Yes. COD is available on every product, across India. You pay only when the package reaches your hands. A small COD handling fee may apply at checkout on select orders.

What payment methods do you accept?

UPI, all major credit and debit cards, net banking, popular wallets, and Cash on Delivery. All online payments are processed through Shopify Payments and Razorpay — fully encrypted, India-compliant.

Can I cancel or modify my order?

Yes, as long as it hasn't been dispatched. WhatsApp us at +91 70063 01185 with your order number and we'll handle it. Once shipped, cancellations aren't possible — but returns are.

I didn't receive an order confirmation. Now what?

Check your spam folder first. If it's not there, email theviralvault.co.in@gmail.com with the mobile number you used and we'll resend it.

Shipping & Delivery

How long does delivery take?

Metro cities: 3–5 business days. Tier-2 and Tier-3 cities: 5–8 business days. Remote pin codes and the Northeast: 7–10 business days. We dispatch within 24–48 hours of order confirmation.

Do you charge for shipping?

No. Shipping is free across India on every order, every product. No minimum cart value.

Do you deliver to my pin code?

We deliver to 28,000+ pin codes through Delhivery, Bluedart, Shiprocket and Ekart. Enter your pin code at checkout — if it doesn't load, message us and we'll arrange an alternative carrier.

How do I track my order?

You'll get a tracking link by SMS, WhatsApp, and email within 24–48 hours of dispatch. You can also track anytime from our Track Order page.

What if my package is delayed or stuck?

Indian logistics has bad days — monsoon flooding, regional bandhs, courier hub backlogs. If tracking hasn't updated in 72 hours, WhatsApp us. We escalate with the courier and keep you in the loop.

Returns & Refunds

What's your return policy?

7-day return window from the date of delivery. The product must be unused, in original packaging, with all accessories and tags intact. Once we receive and inspect the return, refund is processed within 5–7 business days to the original payment method.

Which products can't be returned?

For hygiene and safety reasons, the following are non-returnable once opened or used: LED face masks, sonic toothbrushes, soap dispensers, and any personal-care product. Defective units in sealed packaging are always eligible — see the next question.

My product arrived damaged or defective. What do I do?

Record a clear unboxing video showing the sealed package being opened. Without it, courier-damage claims are hard to file. WhatsApp the video plus your order number to +91 70063 01185 within 48 hours of delivery. We'll arrange a free replacement or full refund — your choice.

How long do refunds take?

Once the returned product reaches our warehouse and passes inspection, refund is initiated within 48 hours. UPI and card refunds reflect in 5–7 business days. COD refunds are sent via UPI or bank transfer in 7–10 business days.

Product & Warranty

Are your products genuine?

Every product is hand-tested by our team before being listed. We reject 9 out of 10 we evaluate. What you see on the store is what passed real Indian conditions — 45°C heat, monsoon humidity, voltage fluctuation, dust, daily-use abuse.

Is there a warranty?

Yes. All electronic products carry a 6-month manufacturer warranty against functional defects. Physical damage, water damage (unless waterproof-rated), and unauthorised repairs are not covered.

How do I claim warranty?

WhatsApp us with your order number, a short video showing the issue, and a description of when it started. We'll diagnose, repair, or replace — usually within 7–10 business days.

Do you ship outside India?

Not yet. The Viral Vault is India-only for now. Sign up for our newsletter to know when we expand.

Contact

How do I reach a human?

WhatsApp is fastest — +91 70063 01185, replies within a few hours during the day. Email: theviralvault.co.in@gmail.com. Full details on our Contact page.