Frequently Asked Questions
How can I contact Vitarvia?
You can reach our customer support team anytime by emailing info@vitarvia.com. We're happy to assist with orders, products, shipping, or any other questions you may have.
Do you ship worldwide?
Yes! We proudly ship to customers around the world.
Where do you ship from?
Our orders are shipped from our fulfillment partners in Hong Kong.
Can I change or cancel my order?
We work hard to process orders as quickly as possible. If you need to make a change or cancel your order, please contact us within 12 hours of placing it.
After this window, your order may already be in processing and cannot be modified or canceled. If your order has already shipped, please refer to our Refund Policy for available options.
What payment methods do you accept?
We accept all major payment methods, including:
When will my order be processed?
Orders are processed Monday through Friday.
Please allow 1–3 business days for processing before your order ships. During holidays, promotions, or periods of high order volume, processing times may be slightly longer.
Orders are not processed or shipped on weekends or major holidays.
How long will it take to receive my order?
Most international orders arrive within 2–4 weeks, depending on your location and local carrier.
Once your order ships, you'll receive a tracking number via email so you can follow its progress.
What if I don't receive my order?
If your package has not arrived within 30 days after it has shipped, please contact us at info@vitarvia.com. If your shipment is confirmed lost in transit, we'll gladly provide a replacement or issue a refund in accordance with our policies.
Will I have to pay customs duties or import taxes?
Prices on our website are displayed in U.S. Dollars (USD) and do not include customs duties or import taxes.
Depending on your country's regulations, your order may be subject to import duties, taxes, or customs fees once it arrives. These charges are determined by your local customs authority and are the responsibility of the customer.
Unfortunately, Vitarvia cannot control or reimburse customs fees or delays caused by customs agencies.
How do I request a return or refund?
Please contact our support team at info@vitarvia.com before returning any item.
We'll guide you through the appropriate process based on our current Refund Policy.
What if my order arrives damaged, defective, or incorrect?
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
Include:
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Your order number
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Clear photos of the item(s)
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Photos of the packaging (if applicable)
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A brief description of the issue
Send everything to info@vitarvia.com, and our support team will work quickly to resolve the issue.
When will I receive my refund?
Approved refunds are issued back to your original payment method.
Once processed, most banks and credit card providers post refunds within 7–10 business days, although processing times may vary depending on your financial institution.
If you haven't received your refund after 10 business days, we recommend contacting your bank or card issuer first. If you still need assistance, please reach out to us at info@vitarvia.com.
