FREE U.S. SHIPPING ON ORDERS OVER $40!

VADAE - Ordering FAQ's

Vadae Ordering Frequently Asked Questions (FAQ's)

Ordering FAQ's

Standard Return Policy:

At Vadae, our goal is to ensure your complete satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you may return it to Vadae (used or unused) within 60 days of the purchase date. Note: Returned orders received after 60 days from the date of purchase are not eligible for a full refund or an exchange. All returned orders (used or unused) received after 60 days from the date of purchase are eligible for a website store credit up to six months (180 days) from the date of the original purchase date. The store credit will be issued in the form of a gift certificate and sent via email. Claims of missing items or items damaged in transit must be received within two business days of receipt of merchandise.

You have the option of exchanging the item(s) or receiving a refund for the full amount of the item purchased within the 60 day return period. Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 days for a credit to appear on your credit card statement.

Please read all conditions and the return process below. If all conditions are not met, Vadae, Inc. reserves the right to refuse processing of the return.
Please note: Only items purchased on vadae.com may be returned or exchanged. If your order is past the eligible six month (180 day) return period you will not be able to generate a RMA slip within your account.

  • Login to your VADAE account and navigate to ORDER HISTORY AND DETAILS.
  • Click on the ORDER NUMBER that you would like to return.
  • Click on MERCHANDISE RETURNS and fill out the form completely and answer all questions. Specify what items you will be returning. 
  • Once the form is completed click on GENERATE RMA SLIP.
  • Please read and print out your RMA slip and follow the instructions to ship your items back to us.

Note: We recommend you ship via insured ground service with a tracking number. Return shipping and handling charges are the responsibility of the customer and are not refundable. This includes exchanges that are shipped back to you. We are not responsible for lost or damaged packages.

Changes to our Return Policy

If we decide to change our return policy, we will post those changes on this page, and/or update the Return Policy modification date below. This policy was last modified on June 24, 2013

Shipping

How soon after I place an order will my order ship?  
While we always strive to ship out orders as soon as we receive them. Periods of high order volume sometimes dictates how soon an order can ship. Orders typically process and ship out between 1 to 3 days after we receive your order.
How soon will my package arrive and what are my shipping options?  

We use the United States Postal Service as our primary shipping carrier for all orders. Below are your shipping options along with estimated shipping times.

Orders typically process and ship out of our facility same day or next day, but can take between 1 to 3 days after we receive your order. Please Note: Because customs import regulations vary from country to country. In rare cases, some packages to international destinations can take 7-10 weeks to be delivered due to your countries specific customs requirements. Please allow for the full 7-10 weeks. All customs fees and costs are the customers responsibility. You will be need to pay the customs fee inorder to receive your package from your local post office. Please check with your countries import tax requirements if you have more questions. 

US Domestic Orders:
USPS First Class: 3-6 business days
USPS Priority Mail: 2-3 business days
USPS Priority Mail Express: Overnight if received before 1PM CST M Thru F, or 1-2 business days.

Orders to Canada:
USPS First Class: varies by destination, 8-16 business days
USPS Priority Mail International: 6-10 business days
USPS Priority Mail Express International: 4-6 business days

International Orders:
USPS First Class: varies by destination, 12-30 business days - No tracking to most countries. 
USPS Priority Mail International: 8-12 business days
USPS Priority Mail Express International: 4-10 business days

Slow Shipping Countries: These countries customs and mail carriers have been deemed to be very slow. Some international destinations can take 7-10 weeks.

Netherlands
India
Russia
Brazil
Pakistan
Middle East Region (Saudi Arabia and the UAE)
Italy
Germany

Note: For more info on international orders, please visit our global shipping page

How do I track my order?  

The USPS supplies tracking numbers for the following shipping options, All US domestic shipments utilizing Priority Mail and Priority Mail Express services. All International orders shipped via Priority Mail International or Priority Mail Express International are also provided tracking numbers. Note: If you chose Priority Mail Express for a US domestic order, you’ll get point-by-point tracking details. If you used another service you’ll see when it went out for delivery. For USPS First Class Domestic Packages, tracking numbers are provided but information will be limited. We will send you via email your shipments tracking number once your order is completed and shipped. Visit the USPS website to track your package here.

USPS First Class International: Most countries do not provide tracking information for this service with the exception of the countries listed below. 

Spain
New Zealand
Germany
Great Britain and Northern Ireland
Denmark
Belgium
Australia
Israel
Switzerland
France
Croatia
Netherlands
Israel
Canada
How much does Vadae charge for shipping?  
All shipping cost vary depending on the package size, weight and destination. After you have selected your items to purchase and you are on the checkout page, you can select your destination and preferred shipping method. Once those options are selected, the shipping cost will automatically be calculated for you for review. If you desire to change your shipping method selections, the cost will then automatically recalculate.
Is there insurance available for my shipment?  
For US domestic shipments the USPS provides insurance for the following services.

Priority Mail: Includes up to $50 in insurance coverage thru the USPS.
Priority Mail Express: Includes up to $100 in insurance coverage thru the USPS.
Exclusions apply. Visit the USPS website for more details.
What countries does Vadae ship to?  
We ship to most all destinations around the globe. We offer worldwide shipping via USPS. For more information click here.
Do I have to pay my countries customs or import tax?  
Many countries may have an import duty "tariff" or VAT "value added tax" on incoming goods. We do not know the import rules in your country. The import duty, if any, is paid directly by you to your post office delivery carrier. We know nothing of the amount of the duty cost as it varies with individual countries. If you are unsure of these cost, please contact the agency who oversees the import of products into your country or the local postal carrier in your country. We do not falsify customs declaration documentation in an effort to reduce customs charges. Depending on the country, you may need to pick up your package at your local post office and pay the customs fee or your package may be abandoned and sent back to us.

Very Important:
Please provide a valid phone number at checkout (or when creating a user account) to help facilitate customs clearance and delivery in your home country. We or your postal carrier may need to contact you about your package. 
What about incorrect shipping and address information?     (Disclaimer)  
When entering shipping and delivery information make sure you enter it correctly and accurately and provide a valid phone number so either we or your local postal carrier can contact you concerning your package. Our website helps you select your state, country and local region for both US and international orders. It is your responsibility to select the correct information and then enter the correct city, street address, postal or zip code and phone number. We are not responsible for the delivery of shipments that have been entered incorrectly or the address is for some reason undeliverable. 

 

Orders

How do I place an order online?  
Browse our website for the selections that you would like to purchase. Once an item is selected using the "Add To Cart" button, you either have the choice to Continue Shopping or to proceed to "Check Out". Once you choose to Check Out, you can either Check Out as a Guest or create a User Account. We highly recommend creating a User Account. Creating an account will speed up all future purchases and give you options including the ability to view all your orders. Follow the prompts and fill out all the required information. Once everything is complete, click the Submit Order Button.
I'm having trouble completing an order, what do I do?  
In the event that you are having trouble completing an order or cannot place an order we suggest the following. In your web browser try emptying your Browsers Cache including clearing your Browsers Cookies and then try to order again. Please contact customer service if this problem continues.
How can I redeem my Vadae gift certificate?  
Make your order selections and add them to your shopping cart. Proceed to check out. Once at the check out "Order Summary" page, you will see a text box named "Gift Certificates Or Coupon Codes". That is where you can enter your gift certificate code or coupon code. The totals will automatically recalculate. 
Has my order shipped?  
When on vadae.com, go to the My Account link on the top of the page and login to your account. Then go to "Order History and Details". You can see the status of all the orders that you have created. You can check the status of an order if you do not have a Registered User Account by clicking here. You will get an email with information on the status of your order. Or contact customer service for more information.
How can I change, cancel or update my order?  
Once your order is placed it cannot be modified by you. You can view the status of your order when you are logged into your account. If your order status still shows that its "Open" then please contact customer service with your order number telling us what your intentions are. We cannot change, cancel or modify an order after it has been processed or completed.
I never received my order?  
If you have already received a shipping conformation and tracking information from us, please track your order with the USPS. In the event that your package was sent to the wrong address please contact customer service for help. If the USPS determines that your package was lost in transit, again contact customer service for assistance.
I received the incorrect item, what do I do?  
If for some reason the items that you received do not match your order, please contact customer service so we can correct the situation and send you a new corrected order at no cost.
There is an item missing in my shipment?  
If for some reason there are missing items in your order, please contact customer service so we can correct the situation and send you out the missing items at no cost.
Is my item backordered and when can I expect it?  
Vadae prides itself on keeping all its products in stock. In the rare case that an item is not in stock and is backorderd you will receive an email informing you of the backorder. You have the option of canceling the order by contacting customer service. It is our policy to only ship compete orders. If one item is backordered out of multiple items in your order, we will not ship the order until the backordered item is in stock. It's hard to predict when out of stock items will be replenished. As soon as the items come back into stock we will ship your completed order ASAP.
What is Vadae's return policy?  

At Vadae, our goal is to ensure your complete satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you may return it to Vadae (used or unused) within 60 days of the purchase date. Note: Returned orders received after 60 days from the date of purchase are not eligible for a full refund or an exchange. All returned orders (used or unused) received after 60 days from the date of purchase are eligible for a website store credit up to six months (180 days) from the date of the original purchase date. The store credit will be issued in the form of a gift certificate and sent via email. Claims of missing items or items damaged in transit must be received within two business days of receipt of merchandise.

You have the option of exchanging the item(s) or receiving a refund for the full amount of the item purchased within the 60 day return period. Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 days for a credit to appear on your credit card statement.

Please read all conditions and the return process below. If all conditions are not met, Vadae, Inc. reserves the right to refuse processing of the return. 
Please note: Only items purchased on vadae.com may be returned or exchanged. If your order is past the eligible six month (180 day) return period you will not be able to generate a RMA slip within your account.

  • Login to your VADAE account and navigate to ORDER HISTORY AND DETAILS.
  • Click on the ORDER NUMBER that you would like to return.
  • Click on MERCHANDISE RETURNS and fill out the form completely and answer all questions. Specify what items you will be returning. 
  • Once the form is completed click on GENERATE RMA SLIP.
  • Please read and print out your RMA slip and follow the instructions to ship your items back to us.

Note: We recommend you ship via insured ground service with a tracking number. Return shipping and handling charges are the responsibility of the customer and are not refundable. This includes exchanges that are shipped back to you. We are not responsible for lost or damaged packages.

 

Payments & Credits

What payment types are accepted?  
We accept all major credit cards including Amex, Visa, Mastercard, and Discover. For larger orders over $1,500 and wholesale pricing inquiries, a formal purchase order may be required, please contact us for more information and payment terms.
When will my payment be charged to my credit card account?  
Charges to your credit card will usually appear on average 24 hours before your order ships out of our facility.
I have a question concerning the charges on my credit card, what do I do?  
Log in to your account and go to "Order Details and History". You can review all of your orders for accuracy and match them with your records. If you still have questions please contact customers service for help.
When can I expect my credit to show up on my credit card account?  
If a payment was made by credit card, once we receive the returned product, we will credit your account. Please allow 7-10 days for a credit to appear on your credit card statement.
Where can I get a copy of my receipt?  
When logged into your account, click on "My Account" at the top of the page. On your account page click on "Order History and Details". Click on the order number of the order that you want the receipt for. You can simply print the order details from that page.
Does Vadae charge sales tax?  
We only charge sales tax on orders that are being shipped to and ordered from Minnesota residents.

 

My Account

How do I create an account?  

On the top of any page, click on "My Account". Then enter your email address and click the "Create An Account" button. Fill in all the required fields and  click "Register" when you are finished. Once registered you can edit your personal information if you like.

If you have questions about your personal information and how we use it, please read our Privacy Policy.

Can I edit my Vadae account information?  
Yes. When logged in to your account, On the top of the page go to "My Account". You will find all of the editable information on that page.
I forgot my password, what do I do?  
If you forgot your password go to "My Account". Click on the link that says "Forgot Your Password?". Enter your email address in the field and click Reset password. You will receive a new password and a conformation link. After clicking on the conformation link you will receive another email with your new reset password. Login with your new password. Once in your account you will be able to change the password back if you would like.