Shipping policy
# Shipping & Delivery Policy
## 1. Product Nature
We offer two types of products:
**Digital products** are non-tangible items delivered electronically. Nothing is shipped. By purchasing a digital product, you acknowledge that you are buying a non-tangible, irrevocable digital good.
**Physical products** are tangible items shipped to the address you provide at checkout.
Every product page states clearly which category the item belongs to. Where an order contains both, each part is handled under the relevant section below.
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## 2. Digital Products
### 2.1 Delivery Method
Upon successful payment, your digital product is delivered automatically to the email address provided at checkout. In most cases delivery is instant. If you do not see your order within a few minutes, please check your spam or promotions folder.
### 2.2 Access Issues
If you experience any issue accessing your purchase, including download errors, corrupted files, or non-delivery, contact us within 7 days of purchase at support@vautly.com. We will ensure you receive the product you paid for.
### 2.3 Refunds
Because digital products cannot be returned, all digital sales are final. Refunds are not provided for mistaken purchases, change of mind, or incompatibility with your device or software. We do guarantee that you will receive the exact product advertised.
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## 3. Physical Products
### 3.1 Order Processing
Orders are processed within [1-3] business days, excluding weekends and public holidays. You will receive an order confirmation immediately, followed by a separate email with tracking information once your order ships.
During promotional periods or high demand, processing may take an additional [1-2] business days. If there is a significant delay, we will contact you by email.
### 3.2 Delivery Times
Estimated delivery times begin from the date of shipment, not the date of order.
| Destination | Estimated Delivery |
|---|---|
| [United States] | [7-15] business days |
| [Canada, United Kingdom, Australia] | [10-20] business days |
| [Rest of World] | [12-25] business days |
Shipping costs are calculated at checkout and displayed before payment is taken.
### 3.3 Tracking
A tracking number is issued once your order leaves our fulfillment center. Tracking may take 24 to 72 hours to show its first scan while the carrier processes the package. If tracking has not updated after 7 business days, contact support@vautly.com and we will investigate with the carrier.
Orders containing multiple items may ship separately and arrive on different dates at no extra cost. Each shipment carries its own tracking number.
### 3.4 Delivery Issues
If your order arrives damaged, incorrect, or does not arrive at all, contact us within 7 days of delivery at support@vautly.com with your order number and photographs where applicable. We will arrange a replacement or refund.
If tracking shows your order as delivered but you have not received it, please check with your neighbours and local carrier first. If it is still missing after 3 business days, contact us and we will open a carrier investigation.
Any order that has not arrived within 30 days of shipment is eligible for a full refund or free replacement, your choice.
### 3.5 Incorrect or Incomplete Addresses
We ship to the address entered at checkout and cannot be held responsible for orders sent to an incorrectly entered address. If you notice an error, email support@vautly.com within 12 hours of ordering and we will attempt to correct it before fulfillment.
Packages returned to us due to an incorrect address, refused delivery, or failure to collect from a pickup point are refunded minus the original shipping cost. Reshipment is available at the customer's expense.
### 3.6 Customs, Duties and Taxes
International orders may be subject to import duties, customs fees, or local taxes imposed by the destination country. These charges are the responsibility of the customer and are not included in the price paid at checkout.
### 3.7 Returns and Refunds
Unused physical items in their original condition may be returned within [30] days of delivery. To start a return, email support@vautly.com with your order number. Return shipping is the customer's responsibility unless the item arrived damaged, faulty, or incorrect, in which case we cover it.
Refunds are issued to the original payment method within [5-10] business days of us receiving the returned item.
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## 4. Orders Containing Both Product Types
Where a single order includes both digital and physical items, the digital portion is delivered by email immediately and the physical portion ships separately under Section 3. A refund on one portion does not automatically apply to the other.
## 5. Chargebacks
Unauthorized chargebacks will be disputed with full evidence of delivery. For digital products this includes email delivery logs and download records. For physical products this includes carrier tracking records and delivery confirmation.
## 6. Customer Support
For any questions about your order, reach out through our Contact Page or email support@vautly.com. Our team responds within 24 hours, Monday to Friday, and is committed to resolving delivery issues promptly.