Quick check: before opening or discarding anything, compare the recipient and parcel condition with your order record, photograph visible damage, then verify each delivered product name, SKU and carton quantity against the confirmation. If the parcel is damaged, incomplete or different from that record, keep the item and packaging and contact Virqalo promptly.
This is a factual delivery-record check for Australian adults aged 18 and over. It does not change the exact product ordered or treat a similar-looking carton as an equivalent substitute.
Check the parcel before opening it
- Confirm the recipient details privately. Make sure the parcel is addressed to the intended adult recipient. Do not post an address, order number or identity document in a public comment.
- Inspect every side. Look for crushing, tears, wet areas, an opened seam or other visible damage.
- Take clear photographs. Capture the whole parcel, the shipping label with personal details kept private, and close views of any damage.
- Keep the packaging. Virqalo’s live Returns and Refunds policy says to retain the item and packaging until support provides the next step.
Match the contents to the confirmed order record
After opening, check one field at a time. Use the confirmation or order record as the reference, not memory or package colour alone.
| Field | What to compare | Why it matters |
|---|---|---|
| Exact product name | Every word, edition and descriptor | Closely named records can be distinct products. |
| SKU | The product page code against the confirmed record | The SKU is a precise catalogue identifier. |
| Sale unit | Carton and pack count shown in the order | A listing such as “1 Carton (10 Packs)” describes the catalogue sale unit. |
| Quantity | Number of cartons delivered versus ordered | This identifies an incomplete parcel without guessing. |
| Condition | Seals, crushing, moisture or other damage | Photographs help support assess a damage report. |
Example of an exact record check
The live Marlboro Hard White US Edition page identifies SKU SS-313 and a sale unit of 1 carton (10 packs). Those fields distinguish it from the separate Marlboro Red record, SKU SS-302. Both sit in the Marlboro catalogue category, but category membership does not make them interchangeable.
What to record when something is wrong
Virqalo’s current policy asks for the order number, exact product name or SKU, a concise description of the issue and clear photographs when an item is damaged or incorrect. Record only what can be observed:
- which exact line item is missing, damaged or different;
- the SKU and carton quantity from the confirmed record;
- the parcel and product condition on arrival; and
- clear photographs of the parcel, packaging and affected item.
Do not send the parcel back without instructions and the correct return destination. Change-of-mind requests may be restricted for regulated or sealed goods and require assessment. For delivery conditions, including eligible Australian addresses and possible age or identity checks, read the live Shipping Policy.
Recommended decision
If every exact name, SKU, carton quantity and condition matches the confirmed order, retain the normal order record for reference. If any field does not match, or the parcel is damaged or incomplete, stop handling the affected item, keep all packaging and contact Virqalo with the concise evidence listed above. Do not choose a similarly named catalogue record as a substitute for the delivered item.
Frequently asked questions
Should I discard a damaged shipping box after taking a photo?
No. Keep the item and its packaging until support provides the next step, because the packaging may help document the delivery condition.
What if the carton colour looks different from what I remember?
Check the confirmed exact name, edition, SKU and carton quantity. Colour alone is not enough to identify a catalogue record.
Can I return an incorrect product immediately?
Contact Virqalo first. The live returns policy says not to send a product back before receiving instructions and the correct return destination.
What personal information should appear in a public report?
None. Keep the delivery address, order number and identity details private and provide only the necessary records through the site’s support channel.
Adults 18+ only in Australia. Tobacco contains addictive nicotine, and smoking causes serious health risks. This guide documents parcel and catalogue records; it does not encourage tobacco use.