FAQ
Frequently Asked Questions
Who operates Virestav?
Virestav is owned and operated by Hangzhou Longmeier Information Technology Co., Ltd.
The company operates www.virestav.com and is responsible for customer support, website administration, order management, and the policies published on this website.
Which countries do you currently ship to?
We currently support delivery to eligible addresses in the United States.
Availability may vary by product and destination.
How long does it take to process my order?
Orders are normally processed within 7 business days after payment has been successfully confirmed.
Processing time is separate from delivery time.
How long does delivery take?
After your order has been dispatched, estimated delivery within the United States is normally 4–7 business days.
Delivery estimates are not guarantees and may be affected by carrier delays, severe weather, holidays, regional disruptions, address problems, or other circumstances.
How will I know when my order has shipped?
When tracking information is available, we will send a shipping confirmation or tracking notification to the email address associated with your order.
Please allow some time after dispatch for the carrier's tracking system to update.
What should I do if my tracking has not updated?
Temporary tracking gaps can occur while packages move between carrier facilities.
If your tracking has not updated for an extended period, please email service@virestav.com and include your order number.
We will review the available shipping information and assist you.
What if my package appears lost?
Please contact us at service@virestav.com with your order number.
We will review the tracking information and circumstances with the carrier or fulfillment partner where appropriate.
A package will not automatically be treated as the customer's responsibility solely because it has been transferred to a carrier.
What if tracking says “Delivered” but I did not receive the package?
First check the delivery location, mailbox, building reception, household members, and nearby safe locations.
If you still cannot locate the package, contact us promptly.
We will review the circumstances and available carrier information instead of automatically rejecting your request solely because the tracking record shows “Delivered.”
How long do I have to request a return?
Eligible products may be returned within 180 calendar days after delivery.
The product must meet the eligibility requirements described in our Return Policy.
Who pays for return shipping?
Return shipping responsibility is determined in consultation with our customer support team according to the reason for the return.
If the return results from a damaged, defective, incorrect, or materially misdescribed item, we will provide an appropriate resolution without unfairly transferring the cost of our error to the customer.
For preference-based returns, applicable return shipping arrangements will be confirmed with you before the return is sent.
Where do I send a return?
Please do not send a product back before receiving return authorization.
Once your return request has been approved, customer support will provide the appropriate return address and instructions.
The return warehouse may be different from our registered business address.
How long do refunds take?
Once a refund has been approved, we normally issue it to the original payment method within 7 business days after the returned item has been received and inspected.
If no physical return is required, the refund will normally be issued within 7 business days after approval.
Your bank or payment provider may require additional time to post the transaction to your account.
Can I cancel or change my order?
Contact us as soon as possible at service@virestav.com.
We will try to accommodate changes or cancellation requests before the order enters an irreversible fulfillment or shipping stage.
We cannot guarantee that a cancellation or change will be possible once fulfillment has progressed.
If the order has already shipped, the Return Policy may apply after delivery.
What if I receive a damaged or incorrect product?
Please contact service@virestav.com and provide:
- Your order number
- A description of the problem
- Clear photographs or video where appropriate
After reviewing the issue, we may offer a replacement, refund, return solution, or another reasonable resolution depending on the circumstances.
How can I contact Virestav?
Email: service@virestav.com
Telephone: +86 571 8215 0102
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8), excluding public holidays.
Last Updated: October 15, 2026