Additional Document

Installation Guide.pdf

Vabches Warranty.pdf

Features

Free Shipping on All Orders

What Countries or Regions Do You Ship To?

By far, we are able to cover most of the United States, except:

Hawaii, Alaska, Puerto Rico, Guam, Virgin Islands, American Samoa, Northern Mariana Islands, Palau Islands, Federated States of Micronesia, and the Marshall Islands.

If you live somewhere else, contact us at service@vabches.com. We will try our best to find a solution.

However, we cannot ship to PO Boxes, APO (Army Post Office), FPO (Fleet Post Office), DPO (Diplomatic Post Office) or to freight forwarders.

*The shipping cost varies depending on the delivery address, product weight, and packaging size.

What should I do when I received a damaged item?

1. Upon receipt, please kindy sign the word "damaged" on the proof of delivery(for truck) and inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately.
2. Please kindly keep the original packaging, which is essential. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.
3. All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.
4. Please note that we do not cover the repair fee if unauthorized handyman services were hired.

How to Estimate the Delivery Date?

• Pre-Order: You can find the Estimated Delivery Date instructions on each product page.
• Post-Order: Visit Account - My Orders for the up-to-date order status. We will send you a shipment notification email with tracking information once we have shipped your order.
• Please note: Deliveries are not typically made at weekends or on holidays.

What If My Order Shows as Delivered But is Missing?

There are a few steps you can take, better within 24 hours after your item shows as delivered:

1. Confirm your shipping address.
2. Check mailbox and other entrances to your home.
3. Check if someone else from your household or a neighbor accepted the package.
4. Check around your home for delivery attempt notice.
5. Contact the carrier (FedEx, UPS, etc.) with your tracking number to start a claim.
6. Sometimes carriers communicate delivery prior to arrival, so we suggest waiting 24 hours.

If it has been 24 hours or more since the delivery notification and you still haven’t receive the product, please contact our customer service and provide the claim number for additional assistance. If the shipment is confirmed "missing", we are responsible for re-shipment or refund according to your preference.

All missing item inquiries may be best informed us within 7 days of receipt, otherwise, after-sales inquiries after 7 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

What Should I Do If There is a Serious Delay with My Shipment?

Please contact both the carrier and our customer service to investigate. If it is confirmed there is an exception (i.e package lost) or delay will still last for a considerable time, we are responsible for re-shipment or refund according to your preference.

*Note: The ongoing COVID-19 pandemic has strained supply chains around the world, decreasing the available capacity on shipping vessels, and prolonging prolonging processing time at receiver ports. As a result, our estimated delivery dates may be longer than usual.

Our team is doing our best to accurately project the timelines for all orders. We sincerely appreciate your patience and understanding during this time, and we will be happy to follow up with you regarding any questions or concerns you have related to existing or future orders.

General Return

You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you would need to pay for the return or exchange cost if no quality issues are involved. For general return you need to keep the original packaging, for more detail see Why Should I Keep the Original Packaging. Item(s) must be:

• In brand-new condition
• Uninstalled and/or non-assembled
• Unused, no pieces missing
• With original tags and original packaging

Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would not accept if the item(s) are marked delivered greater than 30 days when you initiate the return

A few items can’t be returned, including:

1. Clearance items
2. Customized items
3. Offline purchase (items or parts not listed on our website)
4. Items marked “Non-Returnable” on the product page
5. Assembled or disassembled products
6. Without original packaging or serious damage to the original packaging

Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

What you need to know before you start a general return

1. Please kindly DO NOT discard any original packaging or wrapping materials from the item(s) you received.
2. You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier.
3. Any additional service on the order will NOT be refunded for the general return, including doorway drop-off, room of choice drop-off and white glove delivery.
4. At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.
5. You would need to cover the return shipping cost if there are no quality issues involved.
6. We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label,you would need to arrange the return yourself.

Faulty or Damaged Products

Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Supplement Terms

Damaged items means items that have been damaged in shipping.

To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.

Undeliverable and Refused Package

If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

How to return the items?

Submit a return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:

• In the Email field, enter your email address, and then click Continue.
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.

2. Click the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

When Will I Get the Refund?

If an item is eligible for return and refund, you may return it within the return window of 30 days after the day of purchase.

You are required to send back your return package within 7 days after you submit your return request in the return window. You may not return an item after the 30-day window, calculated from the date of purchase.

You will receive a notification email within 3-5 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance at service@vabches.com.