Frequently Asked Questions
General
Is Knoxlabs a physical shop?
No. Knoxlabs.com is an online shop where everything we sell is about VR.
Is Knoxlabs a manufacturer or a retailer?
We are the official retailer in the US for many brands. We also have our own products, but mostly act as a retailer.
Where is your warehouse located?
We are located in Glendale, California.
Can we see and test the products before buying?
Yes. We will be happy to host you at our showroom. We are located in Glendale, CA. We have Manus, bHaptics, Xsens, Varjo and KAT VR on display. Please contact us at hello@knoxlabs.com to schedule an appointment.
Can we pick up our orders?
Yes, you can. When placing the order, you will need to pay for the shipping. Contact us at hello@knoxlabs.com to arrange the pickup. Once you get your products, we will refund the shipping costs you paid.
Payments and Discounts
What are the accepted payment methods?
We accept credit and debit cards, PayPal, Google Pay and Apple Pay.
Do you offer payment plans?
We offer Sezzle and Affirm as payment plan options.
Do I get charged when the product is shipped?
No. You get charged when placing the order no matter if the item is in stock or on backorder.
Are import taxes and customs duties included in the order price?
No. The taxes and customs duties are to be paid by you based on the laws and regulations of your country. Generally, it’s paid by the carrier before delivery. Your carrier informs you when your order arrives that you have an amount due. Once the payment is made, delivery is being finalized.
Can I have tax-free purchases?
If your company is tax-exempt, provide us with the appropriate documentation so that we organize your tax-free purchase.
Do you offer any discounts?
- Military discount: Send us your record indicating that you serve in military, and you will receive a 5% discount for any order.
- Educational discount: Contact us from your educational email address, and you will receive a 5% discount for any order.
- Discounted products: Also, check our On Sale page to see the current discounted items.
Shipping and Delivery
Which carriers do you ship with?
We may use USPS, UPS or DHL based on the value of the purchase, the weight of the products and the shipping destination.
Which countries do you ship to?
We ship worldwide.
How much does shipping cost?
The shipping cost depends on the product and the destination.
Can I have an expedited shipping for the higher cost?
Yes, you can contact us at hello@knoxlabs.com and request expedited shipping. Additional shipping costs will apply to your order and will be charged to you before shipping the items.
I ordered multiple items. Will they be shipped together?
We ship based on availability. This being said, if you ordered multiple items, you may receive them with multiple shipments. You will get a shipping confirmation email along with a tracking number for each.
What does backorder shipping mean?
We periodically receive batches of products from different manufacturers. When you place an order, you secure your spot in the shipping queue from the upcoming batch. The earlier you order, the sooner you get your products.
Returns and Refunds
Can I return the order if I don’t like it?
You can return the product within 30 days after the delivery if it’s unused and in the original packaging. If the product has no defects, but you simply didn’t like it, no return is possible. Check our Return Policy for more details.
I ordered multiple products. Can I return some of them?
Yes, if those products are eligible for return. Check our Return Policy for more details.
How should I return the product to you?
To initiate a return contact us with a return request at hello@knoxlabs.com from the email address associated with the order. If applicable, we will send you a return label to send the product(s) back to us. Check our Return Policy for more details.
Will I get a full refund for the returned product?
If the product is not defective, the sending and receiving shipping costs will be deducted from the total amount paid. Check our Return Policy for more details.
When will I get a refund for the returned product(s)?
If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within a few business days (usually takes up to 10 business days).
Cancellation and Refund
My order is not shipped yet. Can I cancel it?
Yes, you can. Contact us at hello@knoxlabs.com with the cancellation request from the email address associated with your order.
Will I get a full refund if I cancel my order before it’s shipped?
Yes, you will get a full refund.
When will I get the refunded amount?
It usually takes up to 10 business days for the refunded amount to settle in your account.