FAQ

If you are unsatisfied with an item that you have purchased, you may return the item for a refund within 30 days of receiving the order. 

For exchanges and returns, eligible items will need to be returned for a refund and a new order will need to be placed if you are looking to exchange product. Please note that the following conditions apply for eligible exchanges & returns:

Items must be in new, unused condition. Clothing items must have tags attached to be returnable. Please email customer service at help@virusoc.com for all other inquiries regarding returns & exchanges. We do not provide free return labels on orders that were placed outside Australia or New Zealand

New Zealand: Use the pre-paid return label included with your original order

Australia: CLICK HERE

*Example Order ID: PLY-000VNZ1234

*Email Address: email address used to place the order

All of our return information may be found HERE

If you would prefer, you may also type in the proper Returns page to your search bar: https://www.virusoc.com/pages/return-policy

Items marked at 50% off or more (including those with a discount code applied) OR items that are purchased through the Outlet section arenoteligible for return, exchange, or store credit. All items with a discount of 50% off or more are FINAL SALE.

Please use the pre-paid shipping label included with your order (for New Zealand orders ONLY) to return any eligible items that do not meet your satisfaction. The pre-paid shipping label is valid for 30 days after your purchase.

To set up your complimentary return from Australia on eligible items, please head HERE.

We do not provide free return labels on orders that were placed outside Australia or New Zealand.

All items marked at 50% off or more (including orders with discount codes) OR items purchased from the Outlet section are FINAL SALE.

FINAL SALE items may be marked with a red "SALE" circle &/or marked with FINAL SALE in the product description, but not all.

After you have processed your return, please keep the tracking number on the complimentary label to keep track of its location. We do not provide free return labels on orders that were placed outside Australia or New Zealand, but it is still important to keep your return tracking number for those out of country returns as well.

For Australian returns, once you have received your return label, take note of the tracking number. Launch our chat app and select track an order. We must be able to confirm that the item(s) has been delivered to our fulfillment center before a refund may be issued.

We do ask for 5-7 business days (Monday-Friday) to process the return. You will receive an email notification with the refund receipt or store credit code.

If you are located within Australia or New Zealand & you are the person who placed the order, then yes!

Within one of these two countries, we will provide you with a free return label as long as the item(s) meets all qualifications. We do not provide free return labels on orders that were placed outside Australia or New Zealand or orders that were received as gifts.

Generally, our team will respond to any questions you may have in 1-2 business days

We want your products to have the longest life possible. This is why we recommend washing your items on a cold, delicate cycle & hang drying.

We also recommend staying away from bleach & fabric softeners.

To prolong the life of your bra cup inserts, please take them out of the garment prior to throwing it in the washing machine, and hand wash them. Once fully dried, reinsert them back into the garment.

Local New Zealand taxes are included in the retail price.

Orders placed in New Zealand or Australia will not have duties or additional taxes applied, however orders going to other countries may. The guest is responsible for those additional fees, if there are any.

We sure do!

If you want to sell some of the coolest compression gear & active wear on the planet, please contact our team for more information.

We accept all major credit card providers (Visa, Mastercard, American Express, Discover, Diners Club, JCB).

You can generally expect your tracking number within 2-3 business days of your order being placed. During the holidays, we ask for 1-5 business days, due to the high volume of orders at that time.

We require 1-2 business days for an order to be packed and shipped, from there is when your tracking will update and arrive to you shortly. As soon as your item is prepared for shipment, we will send you an email with your tracking information.

We offer free shipping on domestic orders of $210 NZD or more AND on international orders of $400 NZD or more.

Free shipping will apply after discount codes have been applied and before taxes.

We know, you’re super excited to get your gear (we don’t blame you)!

Please allow 2-3 business days for your tracking information to update. If you still aren’t getting any information on your package’s whereabouts, please contact our Customer Service Team.

In short, no.

Once an order has shipped, meaning that it has been packed and assigned tracking, we are unable to change or edit the shipping address. If the order has not been fulfilled yet, then you may cancel the order (through your account) and place a new order with the proper shipping address.

If it is absolutely necessary, please email our Customer Service Team with the order ID and desired shipping address. They will be able to reach out to the fulfillment center to request an address update, however, this change is not guaranteed. 

As long as you have not received tracking information and the order has not been fulfilled, you may cancel an order by logging into your account. Once it has been fulfilled, you can no longer cancel the order. 

Please log-in to your account and head to My Account. Next find the order you want to cancel and click on the words Cancel, next to the proper order ID. 

We have a live count on our website of what items are in stock. This means that the items available at that time, however there can be a delay at updating the inventory during high volume times.

If you are able to add the item to your cart, it is in stock. However, as stated above, it is possible to be able to add an item to your cart, then upon the packing process, the item has gone out of stock due to multiple people shopping at the same time. In this case, we will provide you with a refund back to the original form of payment, so that the rest of the items can ship in a timely manner.

Sizing can be tricky, we totally get it. Take a look at our sizing guide, on any product page, to see what size you are in our products. If you are still unsure, feel free to reach out to our Customer Service Team for further assistance.

Order can’t be combined at this time, however if they are placed in the same day they will likely ship out on the same day.

With so many cool items to pick from, it can be hard to choose between them! You can purchase e-gift cardsHERE.

Second guessing on a size or item? We can never edit an order once it has been placed. However, as long as you have not received any tracking information, you may cancel your recent order and place a new order with the proper sizing or items that you desire.

If the order has already been fulfilled and/or assigned tracking, it is no longer eligible to be cancelled.

If you placed your order within 3 days of the price change or sale, we do offer price matching in the form of a store credit. The store credit will not expire & can be used on any item(s). Please reach out to our customer service team to exercise this option.

A site wide sale is considered a discount, therefore, staying true to policy, only one discount code is allowed to be applied per order. If there is a discount code already applied to an order that a price match has been requested for due to a site wide sale, it is not eligible. 

We want everyone to be able to purchase our products! We do ship internationally & through other international entities, such as through Wholesale.

If shipping to Australia, duties are covered by VIRUS. All other countries are subject to duties upon arrival.

Local New Zealand taxes are included in the retail price.

Orders placed in New Zealand or Australia will not have duties or additional taxes applied, however orders going to other countries may. The guest is responsible for those additional fees, if there are any.

Most likely, however maybe not through this site. Please check out some of our other regional sites to see if another one is able to ship to you:

viruseurope.com

virusintl.com

virusintlglobal.com

virusca.com

If you do not see your country on any of the shipping lists, then we do not ship to your region or country at this time.

Please reach out to our team, in the chat or email, for information on returns for international orders. Make sure to include your order ID and the items that you want to return.