Buying, Shipping and Returns

Shipping

If you buy an Oculus device from the Oculus Store, it can ship to the following countries:

  • Australia
  • Austria
  • Belgium
  • Canada
  • Denmark
  • Finland
  • France
  • Germany
  • Iceland
  • Ireland
  • Italy
  • Japan
  • Netherlands
  • New Zealand
  • Norway
  • Poland
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • United Kingdom
  • United States
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When you buy an Oculus device, you can ship it to the following locations:

Regular Addresses
  • Homes
  • Apartments
  • Dorms
  • Condos
  • Offices

Keep the following things in mind if you ship your Oculus device to a regular address:

  • Do not use a P.O. Box address. Oculus does not ship to P.O. Boxes.
  • Check to make sure you include the right shipping info before checking out. Oculus isn’t responsible for shipping problems due to missing or incorrect addresses.
  • Your Oculus device will require a signature when it arrives, so make sure to choose an address you’ll be at when it arrives.
  • If your address has a front office, mail room or receptionist, they may sign for your Oculus device when it arrives. Check with them if your tracking details say your device was delivered, but you didn’t receive it yet.
Military Addresses
  • APO
  • FPO
  • DPO

Keep the following things in mind if you ship your Oculus device to a military address:

  • It can take between 45 to 60 days to receive your Oculus device.
  • For security reasons, the package will have limited tracking info.

If you don’t receive your Oculus device after 60 days from when your order shipped, please contact Oculus Support with your order number for help.

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When you buy something from the Oculus Store, you’ll receive a tracking number after your order is processed. You can view your tracking number by viewing your purchase history.

To view your purchase history:

  1. Go to Oculus.com
  2. Click Login in the top right and then log in to your account
  3. Click your username in the top right and then select My Orders

Once you see your tracking number, check how it begins to see which courier is shipping your order:

Tracking NumberCourier
Begins with 1Z...UPS
Contains 12 digits (prefix varies)FedEx
Begins with JD...DHL
Begins with 420... or 937...USPS

Notes:

  • If you receive a USPS tracking number, it may take some time for them to update your tracking information on their website
  • It can take between 7 to 14 business days for USPS to deliver to residential and commercial addresses in the US
  • It can take between 45 to 60 days for USPS delivery to APO, FPO and DPO military addresses
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Some locations that can only be reached by local courier or require additional delivery handoffs may not be eligible for delivery. Oculus products can not be shipped to the following regions:

RegionCountry
ReunionFrance
GuadeloupeFrance
French PolynesiaFrance
Balearic IslandsSpain
Canary IslandsSpain
JerseyUnited Kingdom
GuernseyUnited Kingdom
Isle of ManUnited Kingdom
Puerto RicoUnited States
Virgin IslandsUnited States
Islands of TaiwanTaiwan
Islands of South KoreaSouth Korea
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Replacements
Service Process

If you have a problem with your Oculus device and you're not able to solve it by visiting the Support Center, try contacting Oculus Support to see if you need additional service.

If you’re looking for replacement parts and accessories, and your Oculus device is not eligible for warranty support, they are available for purchase here.

When contacting Oculus Support to determine if you need additional service, we will work closely with you to troubleshoot your issue and determine the appropriate service solution:

A. If your device is not eligible for warranty support, Oculus Support will work with you to facilitate the appropriate out of warranty service solution.

B. If your device is eligible for warranty support, Oculus may determine that your best option is a replacement. If that’s the case, here’s how the process works:

  1. We’ll send you a pre-paid return shipping label.
  2. Once you receive the pre-paid shipping label, send your Oculus device back to us following the instructions given to you by the Oculus Support team. Before you send your device, check to make sure you’ve included all of your components. If you forget to include a component, it could delay your replacement and cost you a fee.
  3. Once we receive your Oculus device, we’ll take a look at it to make sure it’s not working right.
  4. If it looks likes your Oculus device isn’t working right, we’ll go ahead and send you a replacement.

Components You Need to Send Back

If we think you need a replacement and your device is under warranty, you'll need to send back your entire Rift and/or Touch bundle or a specific product.

Please do not ship anything back until you've received final confirmation from your Oculus Support team member of exactly what needs to be returned.

  • If instructions are not followed, this will cause a delay in the processing of your return.
  • If any unauthorized items are sent to us, we will not be able to replace those for you.

If you are unsure of what you need to return, contact your Oculus Support team member for further details. If you do not have an open ticket with Oculus Support, click here to contact us.

Getting Your Replacement

It usually takes about 8 to 12 business days from the time you ship your Oculus device back to us, we receive it and then send the replacement back to you.

Keep in mind shipping and delivery times may vary based on your region, holidays and weather conditions.

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If you lose or break a component or accessory for your Oculus Rift, or want an extra one, you can visit the Oculus Store to buy the following:

  • Oculus Touch controllers
  • Connector for Rock Band™ VR Guitar Controller
  • Headset cable
  • Oculus Remote
  • Oculus Rift Fit (facial interface)
  • On-ear headphones
  • Oculus Rift Earphones
  • Oculus Sensor

Learn more about replacing the headset cable and facial interface for your Rift headset.

Note: You can only buy these replacement products from the Oculus store.

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Refunds and Returns

Your Order Hasn’t Been Charged Yet

If you purchase a product from the Oculus site and your payment method hasn't been charged yet, you can cancel your order.

To cancel your order:

  1. Log into your Oculus account.
    • If you checked out as a guest, click here to access your guest account.
  2. Click on My Orders from the left menu.
  3. Select the order you want to cancel.
  4. Locate the option “Do you want to cancel this order?”
    • If you do not see this option, the order has already processed and can no longer be canceled.
  5. Select your reason for cancellation from the drop down menu.
  6. Click Cancel Order.

If you have any trouble with the steps above, you can contact Oculus Support to cancel your order.

Your Order Has Already Been Charged

If you ordered a product from the Oculus site and your payment method has been successfully charged, the order can no longer be canceled. If you have already received your Oculus product, you can contact Oculus Support to return it unused for a refund.

Keep the following things in mind if you return your unused Oculus device for a refund:

  • We’ll issue a refund for unused Oculus devices returned within 30 days from when your order shipped.
  • You’ll receive a refund to your payment method once your Oculus device has been returned and inspected.
  • Shipping fees are non-refundable

Note: If you bought your Oculus device from a retail store, you’ll need to visit the store you bought it from to request a refund.

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Fix a Problem With Your Order

Once your Oculus device has shipped from the Oculus store, you won’t be able to change the shipping address.

We recommend checking to make sure your order information is correct before submitting it. Keep in mind Oculus isn't responsible for orders lost due to incorrect shipping details.

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If the shipping address you entered for your Oculus device in the Oculus Store is invalid, the following may be causing the issue:

  • You've entered a PO box or freight forwarding address.
    • We ship to regular addresses, like homes, apartments, dorms, condos and offices. We do not support PO Boxes or freight forwarders.
  • You've entered your address information incorrectly.
    • Make sure your city, state, and zip codes all match and your address is spelled correctly.
  • You've entered an address for a location with shipping restrictions.

If you're sure the above does not apply to you and you're still experiencing issues with your shipping address, please contact Customer Support.

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When you buy things in the Oculus Store, we send authorization requests to your bank or payment provider to verify your payment method.

If we’re not able to authorize your payment method, try these troubleshooting tips:

  • Check to make sure you entered your payment info correctly.
  • Try contacting your payment provider to find out why your payment method isn’t authorized.
  • Try using a different payment method.
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If you bought an Oculus device in the Oculus store and you’re having a problem with your delivery, contact Oculus Support.

If your order was refused or wasn’t delivered to the address you entered when checking out, a refund will be issued to your payment method once it gets sent back to us.

Note: Shipping fees are non-refundable.

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