How should I wash & care for my Virus products?
We want your products to have the longest life possible! This is why we recommend washing your items on a cold, delicate cycle & hang dry. We also recommend staying away from bleach & fabric softeners.
To prolong the life of your bra cup inserts, please take them out of the garment prior to throwing it in the washing machine, and hand wash them. Once fully dried, reinsert them back into the garment.
Do you have any wholesale programs?
We sure do!
If you want to sell some of the coolest compression gear & active wear on the planet, please contact our Customer Service Team for more information.
Am I able to combine discounts?
The short answer is no. A site wide sale, itself, is considered a discount and therefore, only one discount code may be applied per order. By adding another discount code, it will take away the sale prices and apply the discount code that you entered.
We recommend that you save the discount code until after the sale has ended, so that you are able to maximum your discounts.
What forms of payment do you accept?
We accept all major credit card providers (Visa, Mastercard, American Express, Discover, Diners Club, JCB), PayPal, Amazon Pay, & Apple Pay.
I didn’t receive a tracking number, when should I expect it?
You can generally expect a tracking number within 1-2 business days of your order being placed, however during our high volume times during the holiday season, this timeline may increase to 1-3 business days.
As soon as your item is prepared for shipment, we will email a tracking number to you.
If you do not receive any shipment information after the 2-3 business days from placing your order, please reach out to our Customer Service Team for assistance.
Do you offer free shipping?
We do. We offer free shipping on North West European orders £150 or more, and UK/Ireland orders of £130 or more (after discount codes have been applied and before taxes have been added).
Free shipping does NOT include free duties. All duties and taxes are the responsibility of the guest to cover and pay upon delivery (if there are any).
I just received my tracking number & it’s not telling me where it is, why is that?
We know you are super excited to get your new gear (we don’t blame you)! However, please allow 1-2 business days for your tracking information to update.
If you still are not getting any tracking information after this time period, please contact our Customer Service Team for assistance.
I just placed my order, how soon can I expect to receive it?
Orders typically have a processing period of 1-2 business days, however, during the holiday season, this timeline may increase to 1-3 business days, due to the high volume of orders. During this time your order will be carefully packed and assigned tracking.
From there, shipping may take 4-6 business days for the package to be delivered.
**For orders going to Norway, Switzerland, Iceland, and a few other select countries, shipping times may be longer, due to customs (duties/fees may also apply).
Once you receive your tracking information, you may click on the tracking number for an ESTIMATED delivery date.
My order has already shipped, but the address is wrong, can I change it?
In short, no.
Once an order has shipped, meaning that it has been packed and assigned tracking, we are unable to change or edit the shipping address. If the order has not been fulfilled yet, then you may cancel the order (through your account) and place a new order with the proper shipping address.
If it is absolutely necessary, please email our Customer Service Team with the order ID and desired shipping address. They will be able to reach out to the fulfillment center to request an address update, however, this change is not guaranteed.
I just placed an order, can I cancel it?
As long as you have not received tracking information and the order has not been fulfilled, you may cancel an order by logging into your account. Once it has been fulfilled, you can no longer cancel the order.
Please log-in to your account and head to My Account. Next find the order you want to cancel and click on the words Cancel, next to the proper order ID.
How do I know if something is in stock?
We have a live count on our website of what items are in stock. This means that the items available at that time, however there can be a delay at updating the inventory during high volume times.
If you are able to add the item to your cart, it is in stock. However, as stated above, it is possible to be able to add an item to your cart, then upon the packing process, the item has gone out of stock due to multiple people shopping at the same time. In this case, we will provide you with a refund back to the original form of payment, so that the rest of the items can ship in a timely manner.
What size am I in your products?
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. If you are still unsure, feel free to reach out to our Customer Service Team for further assistance.
I made two orders today, can they be combined?
Orders cannot be combined at this time, however if they are placed in the same day they will likely ship out on the same day.
Can I change anything on my order after it has been placed?
Second guessing on a size or item? We can never edit an order once it has been placed. However, as long as you have not received any tracking information, you may cancel your recent order and place a new order with the proper sizing or items that you desire.
If the order has already been fulfilled and/or assigned tracking, it is no longer eligible to be cancelled.
Do you sell gift cards?
With so many cool items to pick from, it can be hard to choose between them! You may purchase e-gift cards on our website.
I placed an order right before my items went on sale, do you offer price matching?
If you placed your order within 3 days of the price change or sale, we do offer price matching in the form of a store credit. The store credit will not expire & can be used on any item(s). Please reach out to our customer service team to exercise this option.
A site wide sale is considered a discount, therefore, staying true to policy, only one discount code is allowed to be applied per order. If there is a discount code already applied to an order that a price match has been requested for due to a site wide sale, it is not eligible.
Do you offer returns?
Yes, for eligible returns, we offer a refund or store credit on full priced items or items that are less than 50% off (including if a discount code was used).
All return shipping costs/fees are to be covered by the customer. Guests are responsible for purchasing their own return label to ship back international orders.
Please see our return policy for more details.
I purchased a sale item & would like to return it, am I able to do so?
You are, unless the item(s) was purchased for 50% off or more, or is from the Supply+ section.
If the item(s) was 50% off or more, or is from the Supply+ section, it will not eligible for return, as they are all Final Sale.
All return shipping costs are to be covered by the customer.
What items are final sale?
All items marked at 50% off or more, or are from the Supply+ section, are FINAL SALE.
Some, not all, Final Sale items may be marked with a red "SALE" circle and/or marked with FINAL SALE in the product description. Orders that also have any discount code, that is equal to or exceeds 50% off or more, will be considered Final Sale as well.
What is the status of my return?
After you have shipped back your return, please email our customer service team at email@example.com. You will need to include the following in the body of your message:
ORDER ID, RETRUN TRACKING #, ITEMS BEING RETURNED and WHY
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 once the return has been finalized.
Do you offer returns for gifts?
We do offer store credit for gifts. Gifts are not eligible for a return, unless done so by the original purchaser of the gift.
The person receiving the gift, may return the gift for store credit if they choose, however the cost of return shipping falls to that person. Virus does not offer complimentary return labels for gifts returned by the gift receiver.
Can I return items purchased from an event you were at or a retailer?
All event purchases, through Virus Europe, are FINAL SALE. Those items are not eligible for returns, exchanges, or store credit.
If purchased through a retailer (third party), please contact the retailer for their return/exchange policy, as they are responsible for the product purchased.
Do you ship internationally?
We want everyone to be able to purchase our products! We do ship internationally & through other international entities, such as Wholesale.
Do I need to pay for duties & taxes?
All duties and taxes are the responsibility of the guest to cover and pay upon delivery (if there are any).