Frequently Asked Questions

Where do I manage my account information?

You can manage all of your account information in the “Your Account” section.
You can do things like:

Where can I find the Order Number for my order?

This information can be found under the specific order within the “My Orders” area.

What is the current status of my order?

You can view this information in the “My Orders” area of the “Your Account” section.

How do I create a VIP Outlet user account?

Please go to the Registration Area of the website to create an account. You can Log In here if you already have an account.

What if I forgot my login/password or want to change my password?

Please follow this link for password reset instructions, or this link to change your current password.

What does Condition mean?

BRAND NEW – Inventory is in “BRAND NEW” retail ready condition and in original packaging.

REFURBISHED GRADE A “LIKE NEW RETAIL READY” Condition has NO cosmetic defects, blemishes, dents, scratches or signs of age. GRADE A items have been restored to meet manufacturer quality standards.

REFURBISHED GRADE B Inventory has been inspected, tested, and restored to the original manufacturer’s operating specifications. This fully-functioning item is in “RETAIL READY” condition with SLIGHT cosmetic defects (minor blemishes and/or light scratches). Slight wear or feathering will default a GRADE A item to become a GRADE B item.

BRAND NEW – Inventory is in “BRAND NEW” retail ready condition and in original packaging.
REFURBISHED GRADE A “LIKE NEW RETAIL READY” Condition has NO cosmetic defects, blemishes, dents, scratches or signs of age. GRADE A items have been restored to meet manufacturer quality standards.

REFURBISHED GRADE B Inventory has been inspected, tested, and restored to the original manufacturer’s operating specifications. This fully-functioning item is in “RETAIL READY” condition with SLIGHT cosmetic defects (minor blemishes and/or light scratches). Slight wear or feathering will default a GRADE A item to become a GRADE B item.

What does Condition “Grade A” mean?

All of our products are considered “Grade A”, meaning they are either Brand New or in Like New condition, both physically and cosmetically. Like New means that the product was inspected, tested, and restored to the manufacturer’s specifications (when necessary), and has NO cosmetic defects, blemishes, dents, scratches or signs of age.

Do the products come with warranties?

Yes, all of our products are covered by a 90-Day Warranty/30-Day Return Policy. If you would like to return your item and you are within 30 days of the purchase, and it is still in its original condition, you can request a return label and return the item (See Returns). We provide a 90-Day Technical Warranty should anything go wrong with the functionality of this product. At this time we do not provide insurance or extended warranty for any of our devices, but you can usually purchase it from Amazon or a 3rd party provider if available. Please note that if you purchase wholesale on VIPOUTLET you can only return your unit within 90 days should anything be wrong with it and will receive a replacement. There is no 30-Day Buyer Remorse Return Policy for customers making wholesale purchases on VIPOUTLET.

I have a general question or issue that is not covered here, who should I contact?

Please contact our VIP Outlet Customer Service Department at [email protected], or if you would like to speak to someone on the phone, please call us at 1-888-792-7372.

What are your current hours of operation?

VIPOutlet.com is of course available for you to shop 24/7. Our Customer Service Department is currently available to service you and your needs by email or by phone, between the hours of 8:30am – 8:00pm EST.

What forms of payment do you accept?

We currently accept VISA, MasterCard, AMEX, and Amazon Pay. Rest assured that all payments are secure, since our service uses 256 bit SSL security ensuring a higher level of data encryption.

What is a Single-Click Purchase?

Single-Click Purchase is a quick way of checking out for an item with a quick one-click transaction. Once this has been set up in your account settings, by setting up a default payment method & shipping address and activating this functionality, you will be able to take advantage of this quick and innovative way of shopping with us. Just look for the Single-Click Purchase button within each product page.

Will my product come in its original packaging?

Most of our products will come in their original packaging. However, if the packaging is not in good condition or has been compromised, we will replace it with a brown box. This does not affect the condition of the actual product.

How much is shipping and handling?

There is currently no charge for shipping and handling.

When will my order ship?

Your order will be processed by one of our 6 fulfillment warehouses as soon as we receive it. We do our best to ship it out within 24-48 business hours of receiving the order. If you have any other questions, please do not hesitate to contact us by email at [email protected], or call us at 1-888-792-7372, 7 days a week from 9 AM to 9 PM EST.

What service level and carriers do you use for shipping?

Since we offer free shipping, we currently use the basic ground service through the following carriers: FedEx, UPS, & USPS. You can check the shipping status and tracking number for your order once it is marked “Shipped”, in the “My Orders” area. You can then click on “Track Your Package” to be directed to the carrier’s tracking information site. <a href=”https://vipoutlet.com/my-account/orders/”>Click Here</a> to be taken to your orders page directly.

What can I do if my order is shipped but shows no movement?

Once your order ships, it will take the carrier 1-2 business days to show movement on the tracking information page. If there is no movement after 3 days, please contact us at 888-792-7372 or chat with us to conduct an investigation.

I have entered the wrong shipping address, can I change it?

Due to our efforts to reduce fraudulent activity, the system does not allow address changes. If your order has not shipped, we can attempt to cancel it so you can replace the order with the correct address. If the order has shipped, we can request it is returned to the shipper OR held at the closest carrier location for pickup with a valid ID.

My package shows it was delivered but I do not have it. What should I do?

Please contact us via phone at 888-792-7372, live chat on vipoutlet.com, or email us at [email protected] We can conduct a carrier investigation with your consent, and we recommend that you also verify with neighboring homes or buildings if they might have accidentally received your package.

I urgently need an item. Can it be shipped overnight?

We apologize for any inconvenience. Some shipping exceptions due to weather, construction, accidents, or similar events cannot be controlled. Other exceptions can be caused by an incorrect address, or the recipient not being present during delivery. We recommend placing orders as early as possible to allow for normal shipping time, and to keep an eye on the tracking information provided so that an adult can be around to receive the delivery. Reach out to us as soon as possible if the shipping carrier requires any additional information.

I placed a single order for multiple items. Why are they arriving on different days?

We do our best to ship as quickly and as efficiently as possible. Some items may be coming from different facilities and cannot be packed together or shipped out at the same time. You will receive tracking information for each package that is shipped.

My order has encountered a delivery exception and is now late. What do I do?

We apologize for any inconvenience. Some shipping exceptions due to weather, construction, accidents, or similar events cannot be controlled. Other exceptions can be caused by an incorrect address, or the recipient not being present during delivery. We recommend placing orders as early as possible to allow for normal shipping time, and to keep an eye on the tracking information provided so that an adult can be around to receive the delivery. Reach out to us as soon as possible if the shipping carrier requires any additional information.

I've received my order but I'd like to return it. Do I have to pay for shipping?

To return an order, please reach out to us as soon as possible. We will provide a prepaid UPS return label for orders within our 30-day return policy and 90-day technical warranty. Returns are shipped via standard UPS ground. If additional assistance is required, we can schedule a UPS pickup for your return.

Do you ship internationally?

Shipping Policy

Unfortunately, we do not ship orders outside of the United States. There are third-party seller shipping options you can look into so your package can be forwarded to your international address.

The product is no longer in the U.S. but I need to ship it back. Do you offer free international returns?

We only offer free return shipping from within the U.S. If a package is located outside the U.S. and needs to be returned, then the package must be arranged to be shipped back to the U.S. Once the package is returned to the U.S. you can use our prepaid shipping label to return the product to our warehouse. We do not reimburse customers for international return shipping costs.

My package shows as delivered and signed for by someone that is not at my address. What do I do?

In these situations, we suggest contacting us at 888-792-7372 or [email protected] to report this issue. We will need to file a missing package claim with the carrier. The carrier will attempt to locate and recover the package and have it delivered to you. If the carrier is unable to recover the package, we will assist you further. If the carrier determines the package was delivered correctly, we will not be able to replace or refund the order.

I received an email that my package has shipped. I checked the tracking a few days later and there is no movement. What do I do?

We do bulk pickups from our shipping facilities each day. Every once in a while a package may be misplaced by the carrier. We suggest contacting us so we can contact the courier and submit a package trace. Usually, the package shows movement a short time later. If after 3 business days the package does not show movement we can issue a refund for you and a new order can be placed for the same product. If there is a difference in price we will price match your new order.

Why does my package require a freight shipment?

Some product shipping dimensions are too large in size and too heavy in weight to ship using regular shipping methods.

Packages over 150 lbs.
Packages larger than 165 inches in length and girth combined.
Packages larger than 108 inches in length.

These kinds of packages will require a freight shipment. Keep in mind that freight shipments may be delayed due to special shipping and handling for the package.

I need to return my package but I cannot drop it off myself. What do I do?

We can arrange a UPS pickup for your package. We will simply need a day (Monday – Friday) and a 4-hour time window (ex: 9 am to 2 pm) when you will be at your address to schedule the pickup. The product must be fully packaged up and the shipping label printed for UPS to pick up the package. Some large/heavy products may require a freight pickup.

I need to return my large product and cannot transport it myself. Help?

We will gladly take care of the returns of large products for our customers. Based on the size and weight of the product, we may need to arrange a freight pick up. To arrange a freight return, send us an email to suppo[email protected], or call us at 1-888-792-7372 to arrange the pickup. We’ll request some pickup information and arrange the pickup for you. Once the carrier receives the pickup request, they will call you directly to schedule a pickup time and date.

My package is being delivered with a signature requirement. I will not be able to sign for the package. Can this be removed?

Once a package is shipped. Carriers do not give us an option to remove signature requirements. However, we can arrange for the product to be held at a nearby shipping location. This way you can pick up the package at your convenience. If you have any other difficulties, please send us a message to [email protected] or give us a call at 888-792-7372 to better assist you.

My package was delivered damaged. What do I do?

Sometimes a carrier may mishandle a package during transit. Should this happen to your package, please contact us immediately by sending us an email to [email protected] or give us a call at 888-792-7372 to better assist you.

Can I cancel my order at any time?

You can cancel your order any time before it ships out and leaves one of our facilities, by clicking “Cancel Order” in the “Your Account” section for that specific order. Once your order is marked as “Shipped” and has a tracking number it cannot be cancelled. In this case you will have to wait until you receive it and initiate an RMA claim if necessary.

I have requested a refund for my order, when will it be processed?

Once you have spoken with one of our customer service representatives or initiated an RMA claim (see Returns), and we receive your item back at one of our facilities, we will process your refund. Refunds are returned to the original form of payment. Please note that the time it takes for the funds to appear on your original form of payment is solely due to that specific financial institution or credit card. Typical industry times are 3-5 business days.

How do I return an item?

If you experience a problem with any items purchased from us and wish to return them, please go to your “My Orders” area and click on “Return This Item” to initiate an RMA (Return Merchandise Authorization) claim. Once you enter all of the necessary information, a return shipping label will be generated for you to return the item to one of our facilities. Alternatively, you can also file an RMA claim using the online form at rma.vipoutlet.com, or contact us at s[email protected]. Please make sure you that you are within our 90-Day Warranty period. Please note that if you purchase wholesale on VIPOUTLET.com you are responsible for the return shipping cost and will only be allowed to return defective units for replacements of the same model or similar value.

How long does it take to process a return?

Once you have initiated your RMA claim and generated your free return shipping label, you will need to ship the item back to us. Upon receiving the item back at one of our facilities and checking it in for review, we will process a replacement or refund within 48 business hours, depending on the availability of a suitable replacement. You can check the status of your RMA once initiated, through this link as well rma.vipoutlet.com.

How much will it cost me to submit and process an RMA and are there restocking fees?

There is no cost to our customers for returns and we do not charge any restocking fees. Please note that if you purchase wholesale on VIPOUTLET.com you are responsible for the return shipping cost and will only be allowed to return defective units for replacements of the same model or similar value.

Will I have to pay shipping fees for returns?

No, we cover all return shipping fees and create a return shipping label for you to make it easier.Please note that if you purchase wholesale on VIPOUTLET.com you are responsible for the return shipping cost and will only be allowed to return defective units for replacements of the same model or similar value.

How do you determine if a customer is a wholesale customer?

We measure order quantity, order frequency & order value to determine if a customer is considered a wholesale customer. We do allow wholesale purchases on VIPOUTLET but these orders will have different return policies as stated in the FAQs.

How can I pay with Amazon Pay?

To pay using Amazon Pay, simply choose this payment option on checkout, then you will be prompted to login to your Amazon account to confirm your identity. Amazon Pay is secured and no fraud check will be conducted for any orders paid using this method.

My credit card was rejected, what can I do?

We are sorry to hear this. To protect our customers, our Fraud Department will conduct a verification process. If any of the information used does not match, the order payment will be rejected and further information will be required. We will then ask for front and back pictures of the Credit Card and a Photo ID. If the order is rejected a second time, the order will be cancelled and the pending charge will go back to your card in 24-48 hours. To avoid a fraud check, you can always use Amazon Pay.

How can I add a new card to my account?

Login to your account, then click on “Your Account”, located at the top right hand side. Then, click on “My Payment Methods” to add a new card to your account. On this page you can fill out the fields to add a new payment option. If you already have a registered address then you can use the saved address from your address book. Be sure to click Save Credit Card when you have entered all of the required information.

How can I remove my payment information from the site?

From the VIPOutlet main page, click on “Your Account”, located at the top right  hand corner of the page. On the following page click on “My Payment Methods” button, located on the left hand side. This page will show your currently saved payment information in a box. To delete the payment option click on the “X” in the top right corner of the saved payment method and confirm the deletion to have it removed from your account.

Can I submit a payment over the phone?

For security purposes, we do not take payment information over the phone at this time. All payments must be completed through check out, by the customer. If you have any questions, please call us at 1-800-792-7372 and we will guide you through it.

How can I use my promotional discount coupon?

When in the checkout page, you will be able to enter the coupon code. You will find a link above the Payment Method section. The link is titled “Have a Coupon? Click here to enter your code“. Clicking on this link will expose a field in which you can enter your coupon code. Once the coupon code is entered the discount will be applied to your order.

An unauthorized purchase was made with my card. What do I do?

Contacting your bank should be the first course of action in regards to fraudulent activity. After contacting your bank, you may call us at 1-800-792-7372 or chat with us to report the order as fraudulent.

Can I make multiple payments to the same order?

At this time, all purchases must be paid in full, using 1 payment method.

Can I pay with a gift card?

We accept VISA, MasterCard and American Express gift cards. If you encounter any issues submitting a payment with any of these gift cards, please verify that the balance is sufficient to cover the purchase.

How can I get a refund if I paid with AMEX/VISA gift cards?

Once the refund is issued, you will need to contact the gift card provider to request a new gift card. Please note, refunds may take 2-7 business days to post back to the account. We suggest waiting the full 7 days before contacting the gift card provider.

Can I pay in person?

We are an online store. The only way to pay for an order is through our website.

My order was canceled but I did not get refunded, what can I do?

We only charge for an order when the order is confirmed as shipped. The payment you saw on your card was a pending payment for the order and will be reimbursed back to your account in 24 to 48 hours after cancellation.