Everything you need to know before you shop.
Ordering
How do I place an order?
Browse our collections, add items to your cart, and check out securely with your preferred payment method. You'll receive an order confirmation by email right away.
Can I change or cancel my order after placing it?
Yes, if it hasn't shipped yet. Contact us as soon as possible at support@vervetrend.com with your order number, and we'll do our best to accommodate the change.
I didn't receive an order confirmation email. What do I do?
Check your spam or promotions folder first. If it's still not there after an hour, email us and we'll confirm your order manually.
Can I order by phone?
Currently, all orders are placed through our website to ensure accuracy and security. Our support team can help guide you through checkout if needed.
Do you offer gift wrapping?
Not at this time, but it's something we're actively considering for the future.
Payments
What payment methods do you accept?
We accept all major credit and debit cards, along with other secure payment options available at checkout.
Is my payment information secure?
Yes. All transactions are processed through encrypted, PCI-compliant payment systems. We never see or store your full card details.
Why was my card declined?
This is usually due to your bank's fraud protection, incorrect billing details, or insufficient funds. Double-check your information or contact your card issuer.
Do you charge sales tax?
Applicable taxes are calculated automatically at checkout based on your shipping location and local regulations.
Do you accept payment plans or installments?
If installment options are available in your region, you'll see them as a payment option at checkout.
Shipping
Where do you ship?
We currently ship to Canada and the United States. We're working on expanding to more countries.
How long does shipping take?
Orders are processed within 1–3 business days, with delivery typically taking 7–14 business days.
How much does shipping cost?
Shipping costs are calculated at checkout based on your order and delivery location.
Why is my order taking longer than expected?
Occasionally, weather, customs, or carrier delays push delivery past the estimated window. If it's been longer than 14 business days, contact us.
Can I change my shipping address after ordering?
If your order hasn't shipped yet, email us right away with the correct address and we'll update it if possible.
Tracking
How do I track my order?
You'll receive a tracking number by email as soon as your order ships. Use it on the carrier's website for real-time updates.
My tracking hasn't updated in days. Should I worry?
Tracking can occasionally lag during transit handoffs. If there's no movement after 5 business days, reach out and we'll look into it.
My tracking says delivered, but I don't have my package. What now?
Check with neighbors and around your property first. If it's truly missing, contact us within 7 days and we'll help resolve it.
Returns & Refunds
What is your return policy?
You can return unused items in their original packaging within 14 days of delivery for a full refund.
How do I start a return?
Email support@vervetrend.com with your order number and the item you'd like to return.
Who pays for return shipping?
Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect.
How long do refunds take?
Once we receive and inspect your return, refunds are issued to your original payment method within 5–10 business days.
Can I cancel my order?
Yes, as long as it hasn't shipped. Once it's in transit, you'll need to go through our standard return process instead.
Product Quality & Warranty
How do you choose which products to sell?
Every product is reviewed for build quality, materials, and real-world performance before it's added to our catalog.
What if my item arrives damaged or defective?
Contact us within 7 days of delivery with a photo of the issue, and we'll arrange a replacement or refund at no cost to you.
Do your products come with a warranty?
Warranty coverage varies by product and, where applicable, is noted on the individual product page.
International Orders & Security
Do you ship internationally?
At this time, we ship to Canada and the United States only. We're actively working on expanding our shipping zones.
Will I be charged customs or import fees?
Since we currently ship within Canada and the US, most customers won't encounter customs fees.
Is shopping on VerveTrend safe?
Yes. Our checkout is encrypted and PCI-compliant, meaning your payment details are handled securely at every step.
Gift Cards, Discounts & Support
Do you sell gift cards?
Not yet, but it's on our roadmap.
How do I use a discount code?
Enter your code in the "Discount code" field at checkout and click apply.
How do I contact customer support?
Email us any time at support@vervetrend.com. We respond within 24 hours on business days.