Handling & Shipping

Updated Shipping Policy – Important Notice

We sincerely apologize for any confusion caused by our previous product categorization. It may have made checkout unclear for some customers, and for that, we are truly sorry.🙏🙏

We have now upgraded and restructured our shipping system. Products are clearly divided into three warehouses: USA, EUROPE, and CHINA. Please select the correct warehouse based on your location before placing your order.

Thank you for your continued support, and we hope you enjoy a smoother shopping experience with us! ❤️

I. Warehouse & Shipping Details

1. USA Warehouse – Ships to the United States only

• Ship from: Texas, USA

• Processing time: 1–2 business days

• Carriers: USPS, UPS, FedEx, UNIUNI, GOFO

• Delivery time: 2–7 business days

• Express upgrade (optional): If you prefer a specific carrier, you may add a $$10$.

2. Europe Warehouse – Ships to the following countries only

Germany, Poland, France, Italy, Spain, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Romania, Slovakia, Slovenia, Sweden.

• Ship from: Germany

• Processing time: 1–2 business days

• Carriers: DHL, GLS, DPD, etc.

• Delivery time: 2–7 business days

• Custom carrier requests are not available for Europe Warehouse at this time.

3. China Warehouse – Ships to most countries worldwide

• Ship from: Our factory in China

• Processing time: 1–2 business days

• Carriers: China Post, Netherlands Post, special line services, etc.

• Delivery time: Generally 7–15 business days. Remote regions may take 20–35 business days.

⚠️ Some remote areas or islands may not be eligible for delivery. Please check with us if you're unsure.

II. Shipping Terms & Conditions

• Free shipping: Orders over $49 USD (after discounts) qualify for free shipping.

• Accurate address required: Please ensure your shipping address is 100% correct – including country, state/province, city, street, apartment/house number, postal code, and phone number. If an address error is found, please contact us before the order ships. After shipment, changes must be coordinated with your local post office.

III. Customs, Duties & Damages

• Customs duties & taxes: Due to the nature of our products, customs fees may apply. You are responsible for paying any applicable duties. If fees are unexpectedly high, please contact us – we may offer partial compensation.

• Seizure by customs: If your package is seized by customs, please contact us for a full refund (we offer this more flexible policy than most companies).

• Damaged in transit: If your package arrives damaged, please reach out to us for partial compensation.

IV. Other Important Notes

1. Split shipments: If you order multiple products, your order may be split into several parcels with different tracking numbers.

2. Non-delivery refund guarantee: If you ultimately do not receive your package due to logistics reasons, we will take full responsibility and issue a full refund.

3. International market only: Products displayed on SHOP.VOOPOO are intended for the international market only.

4. Product versions & pre-orders: Generally, the standard version will be shipped. If you have special requirements, please leave us a message. Some products are on pre-order – please check the estimated shipping date in the product description.

5. Refund or replacement timeline: Please contact us at service@voopoo.com for a replacement or refund if your package has not been delivered within 60 business days from the shipment date.

V. IOSS Information for EU Customers

VOOPOO has covered the IOSS cost for EU countries since August 5, 2021.

As of July 1, 2021, the EU has abolished the low-value consignment relief for goods imported from outside the EU.

We use the Import One-Stop Shop (IOSS) system to simplify VAT for distance sales of imported goods valued at €150 or less. This means EU customers are charged VAT once at checkout – no extra fees upon delivery. The VAT rate applied corresponds to the EU country where the goods are delivered.

VI. Looking Ahead

In the meantime, we are working hard to find reliable local warehouses to provide even better logistics services for all our valued customers in the future. Please stay tuned, and thank you for your support! ❤️❤️

VII. Our Commitment to You

No matter what happens, we are always here to help solve your problem. If you do not receive a reply within 3 days (excluding Chinese public holidays), please feel free to contact us at multiple email addresses:

• service@voopoo.com

• anna.li@voopoo.com

• service@voopoofan.com

Once we hear from you, we will investigate the issue thoroughly and provide a replacement or a refund as needed.

Your satisfaction is our constant goal, and your positive feedback is what drives us to keep improving. We sincerely appreciate your support – thank you from the VOOPOO team! ❤️❤️