FAQ's about Orders and Deliveries and the COVID-19 virus

V12's operations continue but delivery times may be longer than usual.

Last updated on June 22, 2020.

  1. Can I place an order? Will V12 deliver the package?

Yes, V12's activities are currently continuing. However, delivery times may be longer than usual and our selection of items available for international shipping may be temporarily reduced. You can find updated delivery times on the product detail page for each item, and in checkout. Do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools, offices, etc).

We're working with our selling partners to temporarily prioritize PPE and other high demand products coming into our fulfillment centers so we can more quickly receive, restock and ship these products to customers. Our teams are working to ensure availability of these products and continue to bring on additional capacity to deliver customer orders. We're continuing to ship all available selection in our inventory, but some products may currently take longer to ship. Please see our recent press releases for more information:

  1. What's the status of my order and delivery? Can I change the address on my order?

You can track your order and deliveries from Your Orders on V12 health or the V12's Mobile Shopping app. You can change the delivery address for an order until it ships. Once your order has shipped, you can find tracking information in your order details. If an order includes multiple items, each may have separate delivery dates and tracking information. You can also sign up to receive notification about your order here.

  1. Why are some items taking longer to ship?

As COVID-19 has spread, we have seen an increase in people shopping online. To serve our customers while also helping to ensure the safety of our associates, we have changed our logistics, transportation, supply chain, purchasing, and third-party seller processes to prioritize stocking and delivering items that are a higher priority for our customers. This has resulted in some of our delivery promises being longer than usual. We're also hiring across the U.S. to enable us to provide this vital service to people everywhere, especially to those, like the elderly, who are most vulnerable.

  1. Can I still make returns?

No. Due to the high demand on COVID-19 PPE we currently do not support returns. ALL SALES ARE FINAL.

  1. Is it safe to receive orders?

For guidance on Coronavirus, please refer to the World Health Organization website.

  1. What is V12 doing about price gouging?

We are working to ensure that no one artificially raises prices on basic need products during this pandemic, in line with our policy.

  1. What is V12 doing to keep customers and employees safe?

We are closely monitoring the impact of COVID-19 by our team members who are affected by the illness and the thousands more indirectly dealing with changes in their work, school, and community environments. We want to ensure the safety and support of our customers, communities, and employees during this difficult times.

  1. Is it possible to reduce contact with drivers when they deliver my orders?

Yes. V12s delivery partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back. If an ID check is required, these are now performed at a distance.

You can also choose a safe location where the driver can leave your package if you are not able to answer the door. To provide delivery instructions, please include instructions in your order under the comment section for the address you want to update or send an email to sales@v12health.com 

  1. Are V12 Pickup locations available for delivery?

Yes, we are working with location partners to ensure that where possible V12 Mask locations become available. If the location you chose for delivery closes unexpectedly, you will be notified so that your parcel can be redirected to a home address. Check back frequently on our website where we will add pick-up locations.

  1. Is V12 still delivering Large and Bulky items?

Yes. V12's delivery partners have been advised to reduce contact with customers by placing packages at the customer’s doorstep and stepping back.

  1. How can I help those impacted by COVID-19?

Some of the ways you can help include donating to Feeding America, the American Red Cross, and Save the Children

  1. What is COVID-19 Supplies?

COVID-19 Supplies is a central location on V12, exclusively   for hospitals and government organizations, to access inventory of critical medical supplies as they become available. Learn more about COVID-19 by sending an email to sales@v12health.com