Frequently Asked Questions
Q. Is the ordering process secure?
A. Venom automatically encrypts your confidential information in transit from your computer to our data processing server using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
Q. How can I remove an item from my cart?
A. Click the cart button in the upper right portion of the website. From there click edit cart and then remove. The item(s) will be removed immediately.
Q. How do I check the status of my order?
A. To check the status of an order, log in to your account and from the "My Account" page, select the "See All Transactions" option. Here you will see all order types and their specific status states.
Q. What guarantees do you have?
A. Venom wants you to be completely satisfied with every item that you purchase from us. Please click on the Warranties option in the Customer Service section to review all warranties and product guarantees.
Q. How do I correct an error on my order?
A. If you've made an error on your order, please call Customer Service and we will correct the error for you. Make sure to call us right away since we begin processing orders as soon as they come in. If your order has already shipped we may not be able to make the correction.
Q. My order never arrived, what do I do?
A. If every item in your order is in stock, we ship within 2-7 business days. Although most orders arrive in 5-7 days, please allow up to 15 days for orders to arrive. If it has been longer than 15 days, please contact our customer service department. International orders may take up to 21 days to arrive, depending on customs and local post office shipping delays.
Once your order has shipped, you will be able to track it by going to “My Account” and clicking on the “See All Transactions” option. If you have any questions about your shipment, please contact Customer Service or your Sales Rep.
Q. How do I add items to my cart?
A. Search for the item you want to purchase and simply click on the red “ADD TO CART” button.
Q. How do I cancel and order?
A. Please review your sales order carefully before you click the submit button, as there is no way to cancel an order via the website after it has been submitted. If you notice an error, please contact our Customer Service or your Sales Rep within the first 30 minutes of placing the order. After the 30-minute period is over, we will begin processing your order and it can no longer be canceled. Our goal is to fulfill your order as quickly as possible, and we process orders continuously throughout the day.
Please call Customer Service at 1.800.705.0620 and we will always try to facilitate your requests.
Q. Can I place orders without registering?
A. Yes you can purchase through our website without registering. All you will need is a valid email account. If you do not want to register online, you can contact our Customer Service department at: (800) 705-0620
Q. I forgot my password, what do I do?
A. If you've forgotten your password, go to the "Accounts" page and enter in your email address. Then click on the link for forgotten password, type in your email address, and press reset password. You will receive an email to reset our password.
Q. How do I update my personal information?
A. Go to the accounts page and log in. You will be directed to the "Account details and order history" page. Press "View Addresses" and from there you can add, edit, or delete any address.
Q. What are the benefits of registering?
A. Ordering from the website is quick and easy! Registration helps us speed you through even faster than before and is an integral part of our system. Simply enter in your first name, last name, email address, and a password and you will be able to start your ordering process. We understand how valuable your time is and our ordering process has been designed to be as simple as possible.
Q. When will my credit card be charged?
A. We do not charge your credit card until we ship your merchandise. Depending on your credit card company, it could take up to 5 days for the charge to appear on your account. If your order was split in to multiple shipments, we only charge you for the items we are shipping in that order, plus any applicable sales taxes. Shipping and handling is charged in full with the first shipment.
Q. How will charges appear on my credit card?
A. When you have purchased an item from our website, your charge will appear as "Venom Group International".
Q. Can I have multiple billing addresses?
A. No, you are not able have more than one billing address in our system, however; you can change your billing address by editing it. For your Credit Card to be accepted by our system, your billing address should be the same as the billing address for the credit card that you are using for your purchase.
Q. What payment methods do you accept?
A. We currently accept the following methods of payment: Visa, MasterCard, American Express, Discover, Amazon Payments, and PayPal.
Q. What standard shipping do you offer?
A. We offer standard FedEx Ground for all items shipped within the United States. All International orders* are shipped via United States Postal Service. *We ship to the countries that appear in the drop-down box of Countries at checkout. If the country that you live in does not appear, we cannot ship to you at this time.
Due to recent changes in Federal shipping regulations, the sale of lithium batteries is restricted to North America. Lithium batteries can only be shipped via ground.
Q. When will I receive my order?
Standard Shipping - If every item in your order is in stock and you select Standard Shipping, you will receive your order in 5 - 10 business days.
Canadian Orders - Please add $10.00 to the shipping and handling fees above. All orders must be paid in U.S. funds
by international Credit Card, PayPal or Google Checkout. Customers are responsible for all duties and taxes. We cannot guarantee a fixed delivery time for Canadian orders, as delays in Canadian Customs are beyond our control.
Sign Orders - All orders must be paid in U.S. funds by international Credit Card, PayPal or Google Checkout.
Customers are responsible for all duties and taxes. Delivery times to overseas countries are influenced by Customs clearance. Delivery can be 2-6 weeks depending on the type of delivery you choose.
International Shipping Restrictions - Unfortunately, due to certain trademark, labeling, product content and government embargo restrictions, we are unable to ship all products to all countries. If your country is not in our drop down country box, we are not currently able to ship to your country. Orders that come in over weekends and holidays are processed the next business day.
Requests for expedited shipping will be processed on the following business day. For example, an order placed on Monday would be processed on Tuesday and arrive Thursday if shipped 2nd Business Day. Please note that all Fedex packages are shipped with no signature required. If you would like to require a signature on your package please call our Customer Service after you place your order. The signature required option is available for an additional $5.00.
Expedited shipping is available to street addresses only. Orders going to P.O. Boxes will be shipped via
Priority Mail. Priority Mail may arrive just as quickly as expedited shipping, but delivery times are not guaranteed.
Orders shipped via 2 Business Day, and Next Business Day are guaranteed, except under the following circumstances:
1. If a delivery attempt is made on the scheduled delivery day, but nobody is present to receive the package.
2. Delays due to bad weather or other reasons outside the control of USPS or Fedex.
3. If we notify you of an out of stock item and you do not respond in a timely manner.
4. Incorrect shipping address information entered when you placed your order. Redelivery of a package where you have given us incorrect shipping information or a partial address will result in a $10.00 redelivery fee.
Q. How do I change my shipping address?
A. Go to the sign in page and log in. You will be directed to the "Account details and order history" page. Press "View Addresses" and from there you can edit our current address.
Q. Where will my package ship from?
A. Your products are shipped from our parent company, Vertical Partners West (VPW), located in Rathdrum, Idaho USA.
Q. When should I insure my package?
A. For your own peace of mind and protection against loss, we recommend that you insure your return package back to us. We also recommend that you send it using some kind of tracking method. We are not responsible for any package that does not make it back to us.
Q. Can I expedite a shipment?
A. We will always do our best to get your order to you when you need it. In most cases, if we receive your order before 1:00pm Pacific Standard Time (PST) and everything is in stock we can ship the order overnight so that you receive it the following day. Due to the selection that we offer however, some items that are available for your order may not arrive at our facility for several days. Therefore, if you need to put together an order for a specific delivery time, please call our Customer Service Department/Sales Rep and they will work with you on making some choices that help us ship your order complete in the time frame that you need.
Delivery times vary for overnight packages. Most packages are delivered the following day before 3:00pm, but they can arrive as late as 7:00pm. You will receive a tracking number via email on the evening that the package is shipped so you can follow the package's progress.
If you are placing your order on a Friday and need the items by Saturday, please call our Customer Service to make sure we have the merchandise available and that Saturday Delivery is possible from our location to yours. *Additional charge required for Saturday Delivery*