Frequently Asked Questions

Vuugo Order and Shipping FAQ section; 

Q: I just created an account but cannot log into it. 

A: Please note all new accounts will be reviewed by Vuugo before it’s activated, this procedure can takes up to 24 hours. 

Q: How do I check my order status? 

A: To check your order status, login to your existing account and navigate to View your order history under My Orders. 

Q: What payment methods do you accept? 

A: Vuugo currently accept Visa, MasterCard, PayPal and Interac E-transfer payments online. 

Q: How can I submit a price match request? 

A: Please contact one of our Customer Service Representatives (1-877-477-5707) or e-mail us with the subject line "Price Match Request" at orders@vuugo.com.

Q: An item on the website is listed backorder, how do I check the ETA for the next shipment? 

A: Please contact one of our Customer Service Representatives through the chat box at the bottom right, call us at 1-877-477-5707, or e-mail us at orders@vuugo.com.  Please note that some backordered items might not have ETAs, or discontinued by the manufacturers. 

Q: What happens if one of the items I ordered is on backorder? 

A: Vuugo will notify customers via emails in case of items being backordered.  Vuugo may offer alternatives or suggest proceeding without the backordered item. Your order will be put on hold until further instruction from customer is given. Vuugo is only responsible for providing one delivery per order.  In case if the customer wants to acquire the rest of their order faster, they must pay a separate shipping fee for the second parcel. 

Q: How long does it take to ship my order? It’s been a few days since I placed my order, and the status is still listed as pending. 

It will take 1-2 business days to verify your payment and process the order.  Delays may occur if there’s discrepancies by the billing information provided.  Once confirmed, your order will be shipped out immediately if all items are in stock. 

Q: How do I track my order? 

A: To check your order status, login to your existing account and navigate to View your order history under My Orders.  Vuugo will also notify customers via emails with the tracking information when orders are shipped. 

Q: Does Vuugo offer free shipping? 

A: Vuugo does not offer free shipping at this moment. 

Q: Does Vuugo have a pickup option? 

A: All online orders are shipped directly from Vuugo's various warehouses across Canada. The Markham location is our head office, solely for administrative purposes only. We do not have a pickup option at this moment. 

Q: What happens if the delivery is returned back to Vuugo? 

A: In case where customers are not able to sign for the package when deliveries occurred for the first time, shipping courier companies will make a second delivery attempt on the following day.  If the second attempt is also unsuccessful, customers will be responsible to pick up the order from the courier's local depot.  Most couriers will only keep the package for certain amount of days, we strongly suggest customers to use the provided tracking number as soon as it's available to avoid any issues.  If the packages are not picked up, they will be returned to Vuugo until further notices.  Customers will be required to pay a separate shipping fee if they would like Vuugo to attempt deliveries again.  Please note that if customers are requesting refunds for failed deliveries, we will not credit the shipping fees that occurred from the initial delivery attempt. 

Q: How do I change or cancel my order? 

A: Please contact one of our Customer Service Representatives through chat box on the bottom right, call us at 1-877-477-5707 or e-mail us with your order number in the subject line at orders@vuugo.com. 

Q: How can I request a RMA for a defective item or return an item I no longer need? 

A: Please visit http://vuugo.com/returns/ and complete the form to request an RMA number.  

Q: Does Vuugo pay for the return shipping? 

A: Please note that customers are required to cover the return shipping regardless of circumstances. Shipping Fees and Shipping Insurance occurred during delivery are considered expendable expenses and are non-refundable.