Shipping & Delivery Policy

Zone rate shipping starting from $8.99 & its restrictions

Vuugo offers zone rate shipping starting from $8.99 for major cities of selected provinces. The following table depicts our competitive zone rate for different provinces.  They are:

If a customer's shipping address is not located in major cities of respective provinces and/or the parcel is oversized / overweight, the "Zone Rate Option" will NOT be shown in the check out process.  Customer still be able to enjoy our competitive and discounted ground or expedite shipping rate.   

Our zone rate is based on general (3-6 days) ground rate of our selected courier.  The parcel must be within the dimension of 10” x 10” x 12” (W x H x L) with a gross weight of not exceeding 10 lbs (4.5 kg).  In summary, combine shipment of multiple products, products of computer cases, keyboards, LCD LED monitors & speakers systems are oversize parcels.  They generally fall beyond the said dimension and weight.  Zone rate shipping may not be applied.

Vuugo reserves the right to change our zone rate periodically (without prior notice) depending on market situation.

Order and Shipping Restrictions

At this time, Vuugo is unable to accept orders or ship to customers residing or with billing addresses outside of Canada.  Vuugo also do not accept credit cards based outside of Canada.  Vuugo reserves the right to refuse and/or cancel any orders that may come from customers residing or shipping to locations outside of Canada. 

Vuugo has the right to refuse shipping an order to an address other than customer’s payment billing address.

Vuugo will make deliveries to Post Office Boxes (P.O. Box), FlexDelivery addresses, and Canadian Forces Base locations but only thru Canada Post.  Flat Rate shipping will not be applied.

Often times customer input incorrect information into the PO BOX # field.  If that happens, Vuugo will ship the product to the provided address but NOT to the PO BOX.  We will pick courier of choice that may not be Canada Post.

Check Before You Accept

It is the customer’s responsibility to check and make sure his/her shipment can be successfully delivered, or if there are any damages incurred during shipment. We encourage customers to inspect the package for signs of tampering or physical damage before accepting delivery. Once the package is accepted and there is damage to the product, or non-delivery of products, the customer will be responsible for filing a claim with respective shipping courier (a maximum claim/coverage of $100 covered by courier), and will be responsible for any charges that may occur in getting a replacement item.

It is customer's responsibility to get full insurance coverage against all losses.

Shipping Insurance

When products are shipped to you by common carrier, Vuugo's liability (for breakage and/or non-delivery of the products)  will be limited by the limits of liability provided by the common carrier's terms and conditions of carriage.  Please note that manufacturing defects such as breakages during assembly and missing accessories are not covered by shipping insurance.  You may wish to purchase shipping insurance from loss or breakage during carriage for full insurable value of the products you have ordered by making the appropriate requests when placing your order.

Shipping Companies

We currently ship with the following shipping companies; FedEx, UPS, Purolator, Canpar and Canada Post. The availability of these shipping companies is dependent on the location in which we are shipping products to.

Delivery Time

The average delivery time for most orders is approximately 2-5 business days.  This delivery time factors in the selected courier company and the location the package is being shipped to.   

Note: Deliveries are not available on Saturday & Sunday.

Store Pick-Up

If you decided/selected the store pick up option when you check out,  you will be notified by email once your product is ready for pick-up.  Our warehouse is located at 200 Cochrane Dr. #6, Markham, Ontario L3R 8E8.  Our pick up hours are Monday to Friday 9:00 am to 5:00 pm except public holidays.

** A valid government photo ID (i.e driver's license) is required at the time of pickup.  Vuugo may take an ID copy for record purposes.

How Long Does It Generally Take To Process An Order?

The average processing time is approximately 1-2 business days. Once the order has shipped, your estimated time of arrival will be determined by the selected shipping method and the local courier's guidelines for delivery.  To avoid delays in the order process, please ensure that all information is inputted correctly and accurately.

At this time, as the COVID-19 coronavirus continues to be a fast-moving and evolving issue, we are working diligently to take the steps to protect our customers and employees.

Why Must Vuugo.com Verify My Shipping and Billing Address?

For security purposes, orders shipping to an address other than the credit card billing address will be subject to an additional verification process and as a result may cause a delay in the shipment of your order.  To avoid delays, contact your credit card company and add the alternative address to your account file. If the alternate address is not added to your credit card account, we cannot verify it, and your order will be held for 14 days until verification is complete.  We reserve the right to refuse shipment to any third-party. The package must ship to the name as it appears on the registered credit card.  Please note that orders that fail our verification process may be cancelled at our discretion.

Please note that all orders that exceed $300 must be shipped to the verified billing address.  Please ensure that all billing information is correct and accurate as it appears on your registered credit card.  Should you have any questions or specific requests, please contact one of our Customer Support Representatives.

May I Combine Two Separate Orders To Save On Shipping Costs?

We can make the arrangement, however customers must contact us immediately.  Please understand that we cannot cancel an order once it has been scanned and processed by our warehouse.

If I order something backordered, can Vuugo ship me the items in stock first and the backordered item at a later time when it become available?

Vuugo is only responsible for providing one delivery per order.  In case if the customer wants to acquire the rest of their order faster. then they must pay a separate shipping fees for the second parcel.

What happens if the delivery is returned back to Vuugo?

In case where customers are not able to sign for the package when deliveries occured 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 pick up, they will be returned to Vuugo until further notices.  Customers will be required to pay a separate shipping fees 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 occured from the initial delivery attempt.

Does Vuugo Pay the Return Shipping Cost?

Customers are responsible to pay for the return shipping costs.  Any adjustments or changes may be applied after we have received and reviewed the return package.  For further details regarding a Return or RMA, please refer to our Return Policy or contact our customer support.

Will Vuugo Cross-Ship Replacement Merchandise?

Cross shipping is not available at this time.  We will send the replacement item once we have received the return/RMA item and has passed our inspection process. 

What is a backorder?

A backorder is an order for an item that is out of stock.  These orders may require some time to arrive at our warehouse.  Therefore, customers are to inform Vuugo.com whether they would like to proceed with their order or to cancel.  Customers still interested in proceeding will have their order processed by one of our customer service representatives.  Please note that orders that have been delayed for more than 30 days, the order will need to be resubmitted.  Should you have any further questions please feel free to contact one of our customer service representatives.