I have not received my order. What should I do?
If you have not received your V1CE order, contact V1CE support with your order number. The team will check the tracking status, investigate with the carrier on your behalf, and reprint and reship at no extra cost if the package is confirmed lost or was delivered incorrectly. You do not need to file a police report or chase the carrier yourself, as V1CE handles that.
Step by step
Check your email for a V1CE shipping confirmation and tracking link (look in Spam and Junk too)
Click the tracking link and check the latest status with the carrier
If the tracking shows "delivered" but you do not have the package, see "Tracking shows delivered but I do not have it" below
If the tracking shows a problem (returned, insufficient address, held at customs), see "Common delivery issues" below
If the tracking has not updated in several days, contact V1CE support with your order number and the team will investigate
Tracking shows delivered but I do not have it
If your tracking shows the package as delivered but you do not have it, this is V1CE's policy and process:
Do a quick check first. Ask at reception, neighbours, or housemates, and look for a delivery note about a safe location. Carriers sometimes mark packages "delivered" when they have been left with a neighbour or in a safe place.
If the package genuinely isn't there, contact V1CE support with your order number. You do not need photos of your doorstep or a police report.
V1CE opens the investigation with the carrier on your behalf and reprints and reships your cards at no extra cost, typically the same working day. The team takes you at your word, so you do not need to prove the package is missing.
You receive a new tracking number once the reprint dispatches.
In the meantime, while you wait for the reprint, you can set up your V1CE account and digital page right away. Your digital card works immediately and is shareable via Apple Wallet or Google Wallet, so you do not have to wait for the physical reprint to start using V1CE.
My package was stolen from my doorstep or front desk
If your package was delivered to your address but then stolen (taken from the doorstep, taken from a building's front desk, or collected by someone who shouldn't have collected it), that is a different situation from a missing delivery. Contact V1CE support with your order number and explain what happened. The team will route it through the warranty / replacement process. Replacement may be at customer cost unless you have shipping insurance on the order.
Other common delivery issues
Tracking says "insufficient address"
The carrier could not deliver to the address provided. Contact V1CE support with your correct address and V1CE will reship your order at no extra cost.
Package returned to sender
If the carrier returned the package to V1CE (usually because of an undeliverable address), V1CE will reship it to your correct address. Contact support to update the address if needed.
Customs delays (international orders)
International orders may be held at customs. This is outside V1CE's control, but the carrier can usually provide an updated status. If duties or taxes apply, these are the responsibility of the recipient and are not included in the V1CE order price.
No tracking email after several days
If you have not received a tracking email after several days, your order may still be in production or awaiting design approval. Check the order status at v1ce.co/dashboard/orders. If you have approved the design and it has been more than 5 working days with no tracking, contact V1CE support.
Expected delivery times (for reference)
Expected V1CE delivery times after dispatch:
UK: 2 to 5 business days.
Europe: 5 to 10 business days.
Rest of world: 7 to 14 business days.
Production takes 1 to 3 business days after design approval, before dispatch.
I need my order urgently
If you need your V1CE card urgently, contact V1CE support as early as possible. The team may be able to expedite production, upgrade your shipping, or in some cases produce and ship within 24 hours. The earlier the team knows, the more options are available.
Still need help? Start a chat with our team and we'll sort it out.