FREQUENTLY ASKED QUESTIONS
At VB we always want to make sure all of customers are taken care of but would rather have you contact via email so it gets to the team directly. The CS team doesn't respond to Instagram or Facebook DM's if it's regarding your order. Email is always the best way :)
Fill out the contact form with your contact information including your website or YouTube channel for consideration.
Preorders for kits or any type of preordered product cannot be refunded or returned. Once orders are placed they cannot be changed (including shipping addresses) or canceled under any circumstances.
All orders will be shipped from VB HQ in Seattle, WA via USPS (United States Postal Service).
Yes, we do! We want everyone all over the wold to have VB products. If you don't see your country in the lists of countries at checkout please reach out to customer service.
To determine your shipping rate for your specific country please add all of your items to your cart and enter your shipping information. The rate will be calculated before you confirm your order
It takes about 3-7 business days (sometimes even sooner) before you receive a shipping notification via email. When new products and collections get launched please be advised that it could take longer to fulfill and ship your order usually around 7-14 business days. If you would like status updates on preorders you can find them on the original listing of the product.
Yes, your rewards code can be used toward a kit however PR and promo codes cannot (your order will be canceled)
Sorry, you can only receive points on current purchases. Make sure you sign up for an account to start earning VB Rewards.
VBKits aren't on a subscription plan and you won't be automatically billed every month. You will need to visit the site on preorder day (15th of every month to reserve your kit.
Preorders are always on the 15 of the month. A monthly newsletter is sent out the beginning of the month to remind you when it’s time to preorder. Keep an eye for IG posts and updates in the FB Group as well.
All kits are found in the category "VB KITS" or "LATEST KIT" n the store. Once the listing is live you'll go to the site, select your options, add to your cart and checkout. It's best to sign up for VB Newsletters so you'll always be updated with the latest news.
There are two options for the VBKits
Basic Kit = $28.50 Basic Kit + Paper Pack = $36.50
Each kit is a little bit different in regards to its contents but there's one product that is always the same in every kit is a Crystal VBPen. Basic products are VB Sticker Book, sticky note plus other surprises. Most of the products featured are exclusive to VB- you won't find them elsewhere.
Before preorders a mood board is revealed with the theme and the overall concept of the kit. Please keep in mind the photos are for inspiration use only and not the actual photos you'll find in the stickers. During “kit week” (the week when kits start shipping I do reveals on IG / Facebook Group / and a reveal video (Youtube).
Sneaks and product reveals always happen during kit week which is the week the kits get packed for shipping. Check the listing for shipping info and check in the FB page / IG for sneaks.
Sorry, but kits can't be combined with regular merchandise like stickers. The kits are prepacked and have special packaging that is weighed before preorders to get a rate on shipping. The kits are also on an automated shipping label service which categorizes the kits into batches. If another product is added to the order it will be placed in a Misc. batch and has to be manually entered into the system. This makes the shipping process very slow- please check-out with two separate transactions.
Once the allotted amount of preorders have been met there won't be anymore kits available- no restocks of current or previous months. . The products that are featured in each kit are specifically produced for that specific kit. Preordering right on the 15th of every month would be the best way to reserve your kit. The set amount of preorders can last 24 hours, a week or even the whole month it just depends on the popularity of the kit. However, there will be extra loose products like paper, stickers, pens, etc and even at times full kits. It is not always guaranteed that the specific product you want will be available. Look for an email regarding kit extras information.
The kit pen is exclusive to the kits that they are featured in (that's why the pen is named after the monthly kit). At times, there will be extras once the kits get sent out but only a few quantities it could be 1-200 depending on how many kits sold that month. If there are extras they will be released with the corresponding pen collection that complements the kit. For instance the Rainy Day Kit (sky blue with blue/aqua crystals) will be available (very small quantity) when the Rainy Days New Release Pen Collection launches (TBD). You can always post in the VB Official BUY SALE TRADE Group to see if anyone is selling theirs.
The pouches that hold the contents of the products are strictly just for packaging purposes. I use the pouches so all the kit is presentable, easy storing and planning on the go for you. At times, we may have extras and those will be listed in the shop. If you do receive a pouch that has imperfections please note that the pouches are for packaging and if there are extras then we’ll send you a new one. The pouches are just an added bonus to the kits and not included in the overall price of the whole kit.
Per our kit policy once your order is placed it is finalized and cannot be changed. Please make sure your address is correct when you checkout. If there was an unexpected move please contact VB Customer Service right away to see if the address can be changed. If not, then the kit will be sent to the address that was used at checkout and it will be your responsibility to forward your mail to your new address.
We apologize if you're missing something from your kit and want to make sure you get it. Please email customer service right away within 2 weeks of receiving your kit. All the extra products do go up for sale after all the preorders are sent out so we want to make sure there is an extra product for you.
You’ll get an email that the digitals have been updated and are ready for direct downloaded sometime during kit week. If you do not receive the email notification please email customer service after kit week.
Sorry no you can’t. The digitals are exclusive for the preordered kits- it’s an added perk to preorder.
Sorry, one of the perks in preordering a VBKit are the digital files. If you didn't preorder and bought the extra kits that are available once all preorders were sent out then you do not receive the digitals.
YES, there is a limit stated in each listing. Please limit the quantities you purchase to the number that is stated in the individual listing. Your order will be canceled if it exceeds the maximum amount for one pen. The limits that are set in place are PER CUSTOMER/HOUSEHOLD and your order could be canceled if you make more than one order exceeding the amount. If you need a larger amount/bulk purchase (for gifts or other special circumstances) contact VB Customer Service at least 3-4 days before new release. At times the limit for a certain pen will be lifted depending on the stock status of that particular pen- if this is the case you may purchase more if you already exceeded the amount the first time.
Yes, you can. Think of a VB Reward like a gift certificate.
Discount codes/PR codes cannot be used on New Release Day