Frequently Asked Questions

No. Knoxlabs.com is an online shop where everything we sell is about VR.

We are the official retailer in the US for many brands. We also have our own products, but mostly act as a retailer.

We are located in Glendale, California.

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.

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.

We accept credit and debit cards, PayPal, Google Pay and Apple Pay.

We offer Sezzle and Affirm as payment plan options.

No. You get charged when placing the order no matter if the item is in stock or on backorder.

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.

If your company is tax-exempt, provide us with the appropriate documentation so that we organize your tax-free purchase.

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.

We may use USPS, UPS or DHL based on the value of the purchase, the weight of the products and the shipping destination.

We ship worldwide.

The shipping cost depends on the product and the destination.

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.

Note that the expedited shipping refers to a shorter period between the shipping and delivery. We will still be able to ship the item when we get it in stock.

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.

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.

Due to the pandemic, shipping logistics have been backlogged all around the world, so it may take longer than expected to ship, which is not under our control.

The delays are more common with the less expensive international orders that are shipped with USPS First Class. In these cases, please give 30-40 days after the shipment date. If you don’t receive it within that timeframe, contact us at hello@knoxlabs.com.

- If the item shows to be delivered, unfortunately, we can do nothing there. It’s the carrier who takes care of the shipment and the delivery falls under their full responsibility. To solve the issue, please follow these steps:
1. Check with your neighbors. It happens that the carrier leaves the package in front of a wrong door.
2. Contact the carrier. Open a claim with them. They will start an investigation to locate the missing package.

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.

Yes, if those products are eligible for return.
Check our Return Policy for more details.

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. Make sure to use this label when sending the product(s) back to ensure continuous tracking.

Check our Return Policy for more details.

If the product is not defective, the sending and receiving shipping costs will be deducted from the total amount paid. There can also be restocking fees associated during the inspection of the returned products.
Check our Return Policy for more details.

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).

Yes, you can. Contact us at hello@knoxlabs.com with the cancellation request from the email address associated with your order.

Yes, you will get a full refund.

It usually takes up to 10 business days for the refunded amount to settle in your account.

If you haven’t received the amount within 10 business days after our refund confirmation, please contact your bank and try to get information about the transfer. Contact us at hello@knoxlabs.com if the bank reveals any issue.

General

No. Knoxlabs.com is an online shop where everything we sell is about VR.

We are the official retailer in the US for many brands. We also have our own products, but mostly act as a retailer.

We are located in Glendale, California.

Shipping

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Payments and Discounts