Help Center

Q. I RECEIVED A DISCOUNT COUPON FROM YOU, HOW DO I USE IT?

Please enter your discount coupon in the checkout page, underneath the products in your cart. There is a box that says "Enter your discount code here". Apply the code by pressing "Apply" button. The price will then be updated with the discount code applied.

Q. CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?

No. Promotion and discount codes cannot be combined.

Q. DO YOU OFFER DISCOUNTS FOR LARGE ORDERS?

Absolutely. Are you are interested in buying gifts for your office? Looking for a bunch of special birthday presents? If you want to buy in bulk from us, contact our customer support team and we will offer you a generous discount, expedited shipping and other perks.

Q. DO YOU SHIP TO MY COUNTRY?

We ship to most countries around the world. If you are in doubt about whether we can ship to your country, please contact us before you buy.

Q. HOW DO I CHECK THE STATUS OF MY ORDER?

Use our Track Order page to track your shipment! You will receive your Tracking Number usually within few days from your order. Check your email. Contact us at: support@voe21.com if you haven't received your tracking number after 5 days.

If our Track Order page is not finding your shipment, you may use below links to track down your parcel(s).

17Track

Cainiao

USPS (for US customers only)

SF Express

Note: 95% of the orders has tracking available. However, it's possible that some orders does not include tracking number. Usually these orders are to countries where we don't ship often.

Q. MY TRACKING NUMBER IS NOT WORKING, WHAT IS WRONG?

You will receive your tracking number by email within few days from your order. You can then track your order using the code at our Track Order page. In most cases where the tracking number is not working, our tracking system is not able to track your shipment. In this case, use alternative tracking websites. Please make sure you've inserted your code right, best way to do this is by using copy & paste.

Q. WHY IS THE TRACKING INFORMATION NOT UPDATING?

Please notice that it's normal for tracking data not to update all the time. There might be even 10 days while there isn't any new data on the Track Order page.

Usually we don't receive any data from the shipment carriers while the order is on the way from the origin country to the destination country. You'll tracking code will be updated more frequently once the package is in it's destination country.

Please be patient with your order and notice our average shipping times before contacting us at support@voe21.com.

Q. HOW DO I KNOW IF MY ITEMS HAVE BEEN SHIPPED OR NOT?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch. You can also check our online order tracking page.

Q. THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY ORDER YET, WHY?

Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.

Q. MY ORDER DIDN'T ARRIVE ON TIME, WHAT SHOULD I DO?

If for any reason whatsoever your items do not arrive within 45 business days from the purchase date, please contact support@voe21.com.

Q. HOW LONG DOES SHIPPING & DELIVERY TAKE?

Average shipping time on US/CAD/AU orders is 1-2 weeks, sometimes up to 3 weeks.

Orders to Europe & Worldwide takes 2-4 weeks on average.

Due to high demand, please allow shipping time up to 6 weeks. By ordering, you agree that shipping might take this long to arrive. If your order hasn't arrived after this time, please contact our support team at support@voe21.com for more information.

Q. DO YOU DELIVER PRODUCTS INTERNATIONALLY?

Voe21 ships worldwide every day. Shipping is available for most all around the world.

Q. HOW IS THE PACKAGE BEING DELIVERED?

This depends on where you live and which product you order. The package will be delivered to your home, mailbox, porch or local post office with a notice left on your mailbox.

Most orders will be available for a pickup from your local post office once you receive a notice letter by your mailbox. This also happens if the mailman has tried to deliver the package to your home but no one was there to accept it and it couldn't be left anywhere safe.

Q. HOW MUCH DO YOU CHARGE FOR SHIPPING?

We offer FREE Shipping worldwide!

Q. ARE THE POWERBANKS INCLDUED WITH THE BAGS?

No. Powerbanks are not included with the backpacks or bags unless it's told otherwise. We have two powerbanks that you can purchase if you'd like.

Q. I NEED FAST / EXPEDITED SHIPPING. DO YOU OFFER THIS SERVICE?

We do offer expedited shipping at an extra cost. Kindly contact our customer support so we can offer you our best expedited shipping deals based on your country of residence.

Q. HOW LONG DO I WAIT UNTIL MY ORDER IS SENT OUT?

All items are subject to a handling period before they are dispatched. 90% of orders leave the warehouse within 1-3 days of payment. We will notify you by email when your items have been shipped.

Q. WHICH PAYMENT METHODS DO YOU ACCEPT?

You can use all the main Credit Cards & PayPal in our store.

Q. HOW SECURE IS MY PERSONAL INFORMATION?

Voe21 adheres to highest industry standards in order to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the internet for processing payments safely.

Q. WHAT IS THE CURRENCY OF THE STORE? CAN I PAY IN ANOTHER CURRENCY?

All the prices will be shown in local currency depending on which country (GEO IP address) the customer is in for their convenience. However, when customer checks out, they will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.

Q. I'VE PUT A WRONG SHIPPING ADDRESS AND/OR PICKED A WRONG SIZE/VARIANT! CAN I CHANGE IT?

If this happens to you, email us at support@voe21.com as soon as possible, and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. Please contact us anyway, as we still care and we'll try to help in any case. We know how frustrating it can be to pay for something you can't use. Please note: if we can't cancel the order, we won't do a refund if you ordered your products to the wrong address.

Q. I'VE PLACED AN ORDER WITH MULTIPLE ITEMS RECENTLY, CAN I COMBINE THEM INTO ONE PACKAGE?

Since we have several different warehouses worldwide, not all items are stored in one place. When you order multiple items at a time, each item will be shipped out separately. You will probably receive one item before the next. Don't panic if you don't receive all of your items at once. They are coming!

Q. I PLACED AN ORDER BUT NEVER RECEIVED A CONFIRMATION EMAIL. WHAT DO I DO?

Our confirmation emails are sent out automatically by our order fulfillment system. If you did not receive this email from us, kindly check your SPAM folder to see if your confirmation email was sent there.

Q. CAN I CHANGE MY SHIPPING ADDRESS?

Once you have placed an order, the information goes straight to the shipping department which takes 1-3 working days to process. After which the shipping department will send the tracking codes to the data entry to update the tracking codes and send shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact our Customer Service as soon as possible after you've placed your order and we might be able to take care of it.

Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.

Q. MY PACKAGE IS STUCK IN CUSTOMS. WHAT CAN I DO?

Customs, Postal Services & Voe21 are different entities, hence we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country. Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us here at the Voe21. For further details of charges, please contact your local customs office. If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.

Q. WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?

If you have received a damaged or faulty product, please send us photographic, or video proof of the damage and we will send you a new working item right away, or refund your order.
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