Frequently asked questions
1. Are VESU products custom-made?
Yes.
All VESU products are manufactured according to the customer's selected specifications and customization preferences.
Each order is individually produced and inspected before shipment.
2. How long does order processing take?
Orders are reviewed and prepared within 1–3 business days after payment confirmation.
Additional preparation time may be required for customized products, special configurations, or quality inspections.
Customers will be notified if additional processing time is necessary.
3. Do you provide photos before shipment?
Yes.
Before shipment, we may provide inspection photos and/or videos of the completed product for customer review.
Shipment will only proceed after customer approval.
4. Can I modify my order after payment?
Order modifications may be possible before production begins.
Once production has started, modifications may no longer be available.
Please contact our support team as soon as possible if changes are required.
5. Can I cancel my order?
Orders may be cancelled within 24 hours of payment for a full refund.
Once production has commenced, customized orders are generally not eligible for cancellation or full refund.
Please refer to our Refund Policy for complete details.
6. Do you ship internationally?
Yes.
We ship to most countries worldwide.
Shipping availability may vary depending on local laws, customs regulations, and carrier restrictions.
7. Is the packaging discreet?
Yes.
All VESU orders are shipped in discreet packaging.
The outer packaging does not display product details or sensitive information whenever possible.
Customer privacy and confidentiality are important to us.
8. Will I need to pay customs duties or taxes?
No.
For most destinations, VESU ships orders using shipping methods that include customs clearance and import duties.
Customers generally will not be required to pay additional customs duties, import taxes, or clearance fees upon delivery.
In rare situations where local authorities impose unexpected charges outside of our shipping arrangements, our support team will assist customers in resolving the issue.
9. What happens if customs holds or delays my shipment?
Customs procedures are controlled by local authorities and may vary by country.
Although VESU uses shipping methods that include customs clearance assistance for most destinations, customs inspections and delays may occasionally occur.
If you encounter any customs-related issues, please contact our support team for assistance.
10. How can I track my order?
Once your order has shipped, you will receive a tracking number by email.
Tracking information may take 24–48 hours to appear in the carrier's system.
11. What should I do if my order arrives damaged?
Please contact us within 48 hours of delivery.
Provide:
• Photos of the product
• Photos of the packaging
• Photos of the shipping label
• Video evidence if available
We will review the issue and provide an appropriate solution.
12. What if I receive the wrong item?
If an incorrect item is received, please contact us within 48 hours of delivery.
We will investigate and provide an appropriate resolution.
13. What payment methods do you accept?
Accepted payment methods may include:
• Visa
• Mastercard
• Apple Pay
• Google Pay
• Other payment methods displayed at checkout
Available payment methods may vary depending on your location.
14. Is my payment secure?
Yes.
Payments are processed through secure payment providers using industry-standard security technologies.
VESU does not store your complete payment card information.
15. Are your products intended for adults only?
Yes.
All VESU products are intended exclusively for adults aged 18 years or older (or the legal age of majority in their jurisdiction).
By placing an order, customers confirm that they meet the applicable legal age requirements.
16. Do you offer worldwide shipping?
Yes.
VESU offers worldwide shipping to most countries and regions.
If shipping restrictions apply to your location, our support team will contact you before processing your order.
17. How much does shipping cost?
VESU offers a flat-rate shipping fee of USD $100 per order.
The shipping fee includes packaging, handling, and international delivery to most destinations.
For certain remote or restricted delivery areas, additional shipping charges may apply. If applicable, customers will be notified before shipment.
For most destinations, orders are delivered directly to the customer's address without additional customs duties or import fees.
18. Do you offer discounts or special promotions?
Yes.
From time to time, VESU may offer exclusive discounts, promotional pricing, package deals, and special customer rewards.
To check current promotions and available savings, please contact our customer support team before placing your order.
Email:
service@vesulife.com
We will do our best to provide the most suitable offer for your order.
19. How can I contact customer support?
Email:
service@vesulife.com
Response Time:
24–48 Business Hours
Business Hours:
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)
Website:
https://vesulife.com