What the FAQ?

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General

We are passionate about the items we sell and deliver premium quality viral products at an affordable price.

At TSAV we offer fast and free shipping internationally to over 200+ countries. 

After every purchase one of our Customer Happiness Reps will contact you via email to ensure a smooth order process and assist you with any questions you may have.

Your shopping deserves experts, and we’re all about keeping it real—our reps are seasoned pros, here to give you top-tier shopping support without missing a beat. 

With 10,000+ customers served and plenty of five-star reviews we’ll let our customer service speak for itself.

At TSAV, we are committed to making our shoppers happy. We understand that things don’t always go as planned, but we promise to always strive to find a resolution that meets your needs. 

Whether you are experiencing a problem with your order or simply have a question about our products, we are here to help. 

Our customer service team is dedicated to providing you with the best possible experience, and we will go above and beyond to ensure that you are satisfied. 

We guarantee that we will always do our best to make you happy and look forward to serving you in the future.

We are open 24/7 to accept, process, and ship any and all orders.

Our customer service hours:

Monday to Friday from 8:00 am-8:00 pm PDT

Saturday and Sunday from 10:00 am-10:00 pm PDT

You can contact us by filling out a contact form or contacting us directly at customercare@theshopsatvirality.com.

We will respond within 24 hours of receipt!

Need a faster reply?

You can contact us via live chat within our business hours.

We apologize for the inconvenience you’re experiencing with your cart. There are a few common reasons why items may not be appearing in your cart.

Please follow these steps to troubleshoot the issue:

Refresh the Page:
Start by refreshing the page to ensure you are viewing the most up-to-date information. Sometimes, a simple refresh can resolve display issues.

Check Browser Compatibility:
Ensure that you are using a supported and up-to-date web browser. Different browsers may handle website functionalities differently. We recommend using the latest version of popular browsers like Chrome, Firefox, Safari, or Edge.

Clear Browser Cache:
Cached data in your browser may cause display discrepancies. Clear your browser’s cache and cookies, then try adding items to your cart again.

Login to Your TSAV Account:
Make sure you are logged in to your account. Items added to the cart while logged in will be associated with your account.

Check for Session Timeouts:
If you’ve been inactive for an extended period, your session may have timed out. Log out, then log back in and check your cart.

Item Availability:
Verify that the items you added are still available. Sometimes, products may go out of stock, and they won’t appear in the cart if they are unavailable.

Mobile Devices:
If you’re accessing the website from a mobile device, try using a desktop computer or vice versa. Some websites have different versions for mobile and desktop, and issues may vary.

Contact Customer Support:
If the problem persists, please reach out to our customer support team. They will be happy to assist you in resolving the issue and ensuring your shopping experience is smooth.

All orders can be canceled until they are shipped.

If your order has been paid and you need to change or cancel it, you must contact us within 12 hours.

Once the packaging and shipping process has started, it can no longer be canceled.

Yes, we are currently only on TikTok however you can stay updated on the latest products by subscribing to our newsletter

Follow us on TikTok @theshopsatvirality.

Returns / Refunds

We offer a 100% money back guarantee on all products that are defective or damaged during shipping.

Just let us know and we will provide a return address and a replacement or refund as preferred.

We do not issue the refund if:

Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)

*You can submit refund requests by sending us a message on our contact page within 30 days of the order date.

If you are unsatisfied with your order for any other reason, please contact our support team and we will do our best to help you out!

You can return an item by filling out this form on our contact page.

In order for us to process your return / refund you must fill out the form completely with your name, email, phone number, order number, and reason for return.

*Failure to fill out the form completely and / or accurately will lead to your request being automatically declined.

Resubmit the form correctly if this happens and we will process your return request.

Someone from our team will be in contact with you and assist you shortly.

Yes, partial return of your order is possible. We will accept your return if it falls within 30 days of the order date.

Return shipping is free on your 1st return package for any order. We will send you a return label via email. 

Any subsequent orders will have a $7.99 shipping fee that will be deducted from your refund.

You have 30 days from the order date to start the return process.

To initiate a return, fill out this form with your order number and reason for the return and we will assist you shortly.

Once your refund is authorized, you should see it returned to your debit / credit card within 3 – 5 business days, however your card provider’s systems may delay the refund for an additional 5 business days.

Refunds will be initiated for our viral items only, other fees like shipping are non-refundable.

After checking these, if the refund amount is still incorrect, please contact us by filling out this form.

Shipping

All orders are usually processed and shipped within 24 hours, however during peak times and select holidays processing can take up to 3 days.

Our shipping takes 3-10 business days

After the order has been paid, the warehouse usually needs 1-3 days to process your order.

You will receive a notification once your order has been shipped.

Our shipping is FREE! We want you to experience your “viral” purchase asap!

That’s why we provide fast, free, and secure shipping on all of our products.

We ship from our warehouses with trusted carriers like Fedex, USPS, UPS, DHL, etc. 

Our warehouses are located in the US, Canada, and Europe.

Our central warehouse is located in San Diego, California.

You will receive an email once your order has been shipped.

If you would like to track your order you can track it by using our order tracker and entering the order number and email you used at checkout.

Please allow 1-3 business days for the package to be processed and updated in our carrier system.

For some shipping companies, it takes 1-5 business days for the tracking information to update on the system. 

If your order was placed more than 5 business days ago and there is still no information, please contact us at customercare@theshopsatvirality.com

We provide tracking information for all purchases to keep up with your order every step of the way. 

Please allow at least 1-3 business days for the package to be processed and updated in our carrier system. 

We are not liable if the incorrect address is placed during the checkout process.

Please make sure that your billing and shipping address is correct before processing your order. 

If we have made an error, we will take full responsibility for the original order that was made to you at no charge.

We are not responsible for any custom fees once the items have shipped.

By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.

Payment

We accept all major debit cards, credit cards, Apple Pay, Google Pay, and Cash App Pay.

For our international shoppers:

We also accept well over 135+ currencies.

Yes, you can split any purchase into 4 easy interest free payments by selecting Affirm, Afterpay, or Klarna on checkout.

Disclaimer:

Affirm is only available in the United States and Canada. 

Afterpay is available in the United States, Australia, Canada, France, Italy, New Zealand, Spain, and the United Kingdom.

Klarna is available United States, United Kingdom, Australia, Canada, Germany, Sweden, Norway, Finland, Denmark, Netherlands, Belgium, Switzerland, France, Italy, Poland, Spain, Portugal, Austria, Hungary, Czech Republic, Slovakia, and New Zealand.

We use 256-bit SSL encryption and the latest industry standards to ensure that your information is secure and protected 24/7.

The charge will show up on your bank statement as THE SHOPS AT VIRALITY or TSAV.

If you choose to checkout via Cash App the charge will show up on your bank statement as Cash App.

Due to auto-filtering by certain email providers some emails may get directed into the promotions or spam folder. 

To ensure all emails get delivered to your inbox please add customercare@theshopsatvirality.com to your contact list.

If you are still having trouble, please reach out to us so we can assist you.

If your card isn’t going through, follow the steps below:

We encourage you to double-check the card number, expiration date, and the three-digit CVV number on the back of the card.

Verify your account balance with your bank.

Refresh your browser and try submitting the payment method again.

If it still doesn’t go through, try another form of payment and contact our support team at customercare@theshopsatvirality.com if the problem still persists. 

We offer a variety of discounts to our TSAV-VY Shoppers.

We’re big on customer loyalty and show our appreciation by giving out rewarding coupons, the more you shop with us the more you save. 

You can get access to exclusive discounts and 10% OFF right now by subscribing to our newsletter

Here are a few reasons why a promo / coupon code may not be working:

The code was typed in incorrectly.

The code has already expired.

The minimum requirements have not been met.

The code is being used on an ineligible item.

If you are still having issues please contact our support team.

We are not responsible for any bank charges such as open balances, overdraft fees, currency exchange difference, authorization fees, or service charges resulting from the timing of charges and / or debits / credits by your bank.

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