We are very proud of the fact that we ship globally and reach almost any country in the world. To do so, we work with multiple suppliers, warehouses and shipping companies with a focus of providing speedy delivery to all corners of the earth. Delivery times vary depending on what products you order because that will determine which warehouse it will be picked, packed and shipped from.
Generally most of our shipments fall into 2 categories as far as the speed of delivery arrival:
- USA, Canada, Europe, & Australia - Between 15 and 30 business days
- Rest of the world - Between 15 and 30 business days
The above are of course estimations and average numbers. Your package may reach you faster or take a little longer. The important thing to note here is that once a package leaves one of our warehouses we have no control over the speed at which it reaches you. Once entered into the global logistics network we are relying on the work of international and domestic carriers who work very hard to move parcels around the world.
Orders for multiple items may well arrive separately.
Once we receive your order our warehouse staff will pick, pack and prepare the order for shipment. At that point a shipping label is issued and put onto the package, which results in a tracking number entering our system and an email from us being sent to you with the tracking link.
The carrier then collects the package from our warehouse and scans the label, at which point the tracking link starts to populate. This process can take up to 7 business days and is perfectly normal due to the work that goes into getting an order out of the warehouse and into the carrier's hands.
You can access the tracking link from your order record once logged into our website, or via the link our system would have emailed you.
99.9% of our orders pass though customs smoothly but occasionally parcels may be delayed due to security checks and very occasionally you may be required to pay additional import duties. Unfortunately this is entirely out of our control and we will not be held liable for these charges.
Covid - 19 Corona Virus
The global situation with Covid -19 is causing delays with all shipments as each country is in some form of lock down. Although the situation differs in each region, there are certain changes to protocols that affect the global logistics network as whole such as:
- Increased package screening including cleaning and spraying across various points in the journey.
- Social distancing and associated protocols related to how warehouse and logistics staff do their work.
- Staff shortages either because of people getting sick or people not being available to work due to the risks associated with it.
- Customs procedures changing which leads to an increased level of scrutiny for packages entering a country.
The above changes to the way packages are moving around the world results in a much slower delivery turn around than was previously possible. Each delay compounds as the issues exist at each point in the journey.
Please know that we are doing what we can to get orders through the system as quickly as possible, and we certainly appreciate our customers patience during this time, while the world adjusts to the situation.
Tracking information not updating or showing little movement?
Sometimes packages can appear to be stuck in transit and don't show any signs of movement for several days or longer. There is no need to worry, this is normal and usually indicates that the package is passing through customs or security checks,
Delays in transit are the sole responsibility of the courier service unless the delays are caused by the customer (wrong or incomplete delivery address).
Returns / Exchanges
In the event you receive a product and decide that you want to return it for a refund for any reason then we will happily facilitate that process for you. We want happy customers and understand that sometimes customers change their minds or for whatever reason would not like to keep a certain product.
You must notify us within 30 days of receiving your product. Any requests made outside this 30 day window can not be processed by our staff and you will not be eligible for a refund. Once you notify us, our staff will work with you to process the request and if approved will give you the address to return the product to. We have multiple warehouses around the world so it is important you receive instructions from our staff as to where to send the return.
In addition to the 30 days window, to be eligible for a return & refund the following conditions much be satisfied:
- Product must be returned in it's original packaging
- Product must be unused and in it's original condition
- Product must be returned to the address given to you by our staff
- Return shipping is paid for and organised by the customer
Once received by our warehouse staff, we will inspect the product and provided all the conditions above are met then we will proceed to refund you. You will be refunded back to the method you used to pay us on the original order. You will be refunded for the total amount for paid for the product excluding any shipping costs. We do not offer refunds for any shipping charges noted on your order.
Depending on the method of payment, staff will also inform you roughly how long it will take the funds to hit your account. Generally allow 7 - 10 business days for funds to be returned to your credit card. Please note that once our staff process your refund, we have no visibility or control over the funds as they would have left our account. From that point it is up to your bank to credit you with the funds
*Please note international orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. The recipient of the order is the importer of record and is responsible for all import fees, as well as complying with all laws and regulations of the destination country. Viking Lifestyles does not collect duties and taxes and cannot provide any information on the cost of duty and taxes. Customs policies differ from country to country, if you have any questions, please contact your local customs office for more information.
We do not offer refunds or any other form of compensation for late deliveries. The information above goes into great detail about how the system works and what customers should expect to see in terms of time frames and data associated with the package. We will of course do whatever we can to help in these cases and do re ship orders where appropriate as per the 20 day policy above.
With that said, we again emphasize that once the package leaves our warehouse it is in the hands of the carriers and have have little to no control over it's progress and ask that customers deploy some understanding into how the global logistics network works and be patient while their orders move through the system.