FAQ

General Questions

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

We want your products to have the longest life possible, so we recommend washing your items on a cold, delicate cycle & hang drying. We also recommend staying away from bleach & fabric softener.

Local New Zealand taxes are included in the retail price.

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).

SHIPPING/RECEIVING

You can generally expect this within 1-2 business days of your order being placed. During the holidays, we ask for 1-5 business days. As soon as your item is prepared for shipment, we’ll send you over a tracking number.

We offer free shipping on domestic orders over $140NZD

We know, you’re super excited to get your gear (we don’t blame you)! Please allow 24-48 hours 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 through the chat.

Once an order has shipped, we are unable to change the delivery address.

Orders

As long as you have not received tracking information, we can cancel an order for you. Please reach out to our customer service team through the chat with your order number.

We have a live count on our website of what items are in stock! If you are able to add the item to your cart, it is in stock.

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.

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 cards here.

Second guessing on a size or item? As long as you have not received tracking information, please chat with our VTeam during normal business hours & have your order number available.

If your order was placed within 5 days of the start date of a sale, we do offer price matching in the form of a store credit. The store credit will not expire & can be used on any items. Please reach out to our customer servie team through the chat to exercise this option.

Returns

If you are unsatisfied with an item that you have purchased, you may return the item for an exchange or 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.Please note that the following conditions apply for eligible exchanges & returns:

Use the pre-paid return label included with your shipment.Items must be in new, resealable condition. Clothing items must have tags attached to be returnable.Please email customer service at nz@virusintl.com for all other inquiries regarding returns & exchanges.

Items marked at 50% off or more are not eligible for return or exchange. All items with a discount of 50% off or more are FINAL SALE.

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

All items marked at 50% off or more are FINAL SALE. FINAL SALE items may be marked with a red "SALE" circle &/or marked with FINAL SALE in the product description.

After you have processed your return, you can keep the tracking number on the free label we have sent you to keep track of its location. Once you have received your return label, take note of the tracking number. Launch our chat app then select track an order. Once the item(s) has been delivered to our fulfillment center, we ask for 5-7 business days (Monday-Friday) for processing. You will receive an email notification with the refund receipt or store credit code.

If you are located in the US & you are the person who placed the order, then yes! 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 of the US or orders that were received as gifts.

International Orders

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

No, all duties for international customers will be paid by VIRUS.

Please check out some of our other regional sites to see if they can ship to you. Cick here

Please reach out to our team in the chat for information on returns & exchanges for international orders.