Professional Shipping Information

Order Processing Time

All professional orders are processed within 1-2 business days from the date of order confirmation. Orders placed on weekends or holidays will be processed the next business day.

Shipping Methods & Timeframes

Shipping Method Delivery Time Cost Carrier
Standard Shipping 10-15 business days after shipment $12.95 DHL or FedEx
Free Shipping 15-25 business days after shipment FREE (Orders over $50) EMS

Note: Delivery times are estimates and may vary based on destination. Some remote areas in Asia and other regions may have extended delivery times or may not be serviced.

Professional Returns & Exchanges Policy

Our Commitment to Professional Satisfaction

At Viper Shop, we understand that reliable equipment is essential for your professional floor care operations. As specialists serving cleaning professionals, facility managers, and industrial maintenance teams worldwide, we stand behind the quality of our professional-grade products. If any item doesn’t meet your expectations for professional performance, we’ll make it right.

Returns & Exchanges Timeframe

15-Day Return Window: You may return or exchange products within 15 days from the date of delivery. This timeframe ensures you have adequate opportunity to evaluate our professional equipment while maintaining our inventory standards.

Return Conditions

To qualify for a return or exchange, products must meet these professional standards:

  • Items must be in original, saleable condition
  • All original packaging and materials must be included
  • Products must be unused and free from any damage
  • All tags and protective coverings must be intact
  • Proof of purchase (order number) is required

Non-Returnable Professional Products

Due to hygiene and professional safety standards, the following items cannot be returned once opened:

  • Used Floor Pads & Bonnets: All types including Floor Scrubbing Pads, Floor Polishing Pads, and Bonnets
  • Opened Sanding Screens: Both standard and Bonnets & Sanding Screens
  • Counter Rotating Brush (CRB) Scrubbers: If used or removed from original packaging
  • Floor Prep Pads: Specifically Marble & Concrete Polishing pads once opened
  • Custom or Special Order Items: Products configured to specific professional requirements

Note: Defective items are covered under our separate warranty policy and are not subject to these restrictions.

Professional Return Process

Follow these steps for a smooth returns experience:

  1. Submit Return Request: Email our support team at [email protected] with your return request using the template below
  2. Receive Authorization: We’ll respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and shipping instructions
  3. Package Securely: Include the RMA number clearly on the outside of the package
  4. Ship to Our Facility: Send to: 1433 Bretton View Road, Annapolis, US 21409
  5. Processing: Allow 3-5 business days for processing once we receive your return

Refund Timeline & Methods

Processing Time

Refunds are processed within 3-5 business days after we receive and inspect your return.

Refund Method

Funds are returned to your original payment method:

  • Credit/Debit Cards: Visa, MasterCard, JCB – 5-7 business days to appear on your statement
  • PayPal: 2-3 business days to reflect in your PayPal account

Original Shipping Costs: Non-refundable unless return is due to our error.

All refunds are processed in USD, consistent with our transaction processing in Annapolis, Maryland.

Exchange Process

For exchanges of equal value:

  • Follow the standard return process above
  • Specify the replacement product in your return request
  • We’ll ship the replacement once we receive your return

Exchanges for higher-value products require additional payment.

Professional Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]


Dear Viper Shop Support Team,


I would like to request a return/exchange for my recent order.


Order Number: [Your Order Number]

Order Date: [Order Date]

Product(s) to Return: [Product Name(s) and Quantity]

Reason for Return: [Please specify – Size, Performance, Damage, etc.]

I confirm that the items are in original condition with all packaging and materials intact.

Please provide return instructions and RMA number.


Thank you,

[Your Full Name] [Company Name – if applicable] [Phone Number] [Email Address]

Professional Support Contact

For returns assistance or questions about our policy:

Email: [email protected]

Professional Support Hours: Monday-Friday, 8:00 AM – 6:00 PM EST

Shipping Address for Returns:
Viper Shop Returns
1433 Bretton View Road
Annapolis, US 21409

We’re committed to ensuring your returns experience matches the professional quality of our floor care solutions. Thank you for choosing Viper Shop for your professional floor care needs.