Vimergy | Customer Service

PAYMENT POLICY:

Accepted Methods of Payment

Credit Card (Visa, Master Card, American Express, Discover)

Sorry, we do not accept checks

Credit Card Charges

Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason you will be contacted or your credit card will be refunded. All credit card charges will appear on your statement as VIMERGY LLC.

Discounts, Store Credit, Gift Cards

Before the final checkout you will have the option to enter any promotional codes, store credits, or gift cards. To enter in a store credit or gift card please be sure to be logged into your account that your credit or gift is related to.

Agree to Policy

By placing an order on our site, you agree to the terms and conditions of our site, payment, shipping, returns, and exchange policies.

SHIPPING POLICY:

Shipping Time

All orders are normally shipped within 1-2 business days, Monday – Friday, pending there are no backorders or delays. If you choose express shipping, remember, the estimated time it takes to get to you starts after the product is shipped. So if you ordered 2 day shipping on Monday, it doesn't mean you'll get it on Wed. It means you'll get it 2 business days after it ships.

Shipping Carriers

We use the following carriers to deliver our packages:

USPS
Fedex
UPS
DHL (International)

International Orders

Please check the full list of our International Distributors listed on the bottom of our homepage. Please see shipping times here.

If your country isn't listed, we do ship direct. Depending on your country and the shipping service you choose, you may be required to pay additional import or customs fees by your government in order to receive your package. Any additional charges are the full responsibility of the customer, and should be taken into consideration before placing an order. Vimergy is not responsible for paying fees imposed by customs. If a package is refused by the customer or customs agency, discarded, delayed, returned or destroyed it is the customers full responsibility for the order, and we will be unable to reship. If a package is refused or denied and we do happen to receive the package back you will receive credit for the items minus our 10% restocking fee. Shipping charges or any other customs fees are non-refundable. We recommend all International shipments to include their phone numbers in case of delivery issues. We are not responsibly for following up on International orders if there are delays or delivery issues. Once it leaves the US, you will be responsible to contact your local post office and followup.

Also note, some items are not able to be imported into specific countries. Please know your countries laws before ordering.

The goods will be imported on behalf of the consignee/buyer. The consignee authorizes Vimergy LLC to import the goods on his behalf. Further, the consignee/buyer agrees Vimergy LLC may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.

International orders can take 1-4 weeks or more, depending on the country. We ship the next business day, but then the package has to ship to your country and go through customs. This process is different for every country. Some packages clear customs in a day or two, while others take weeks or even longer. After it clears customs, it then has to ship to your local post office, then finally to your house. Please be patient if you are shipping to a country that is known for customs delays or a slow postal service. Also note, some items are not able to be imported into specific countries. Please research your country's laws before ordering.

Order Tracking

We will update your order with the tracking information right when it is shipped. If for some reason you don't receive the order, please contact us within 7 business days so we can find out what happened to it. After that time period we are no longer responsible for the order and will be unable to process a refund if you didn't receive it.

Shipping Rates

The rate charged for the shipping of your order is based on the weight of your products and your location. You will be shown your final shipping total to verify before checkout.

Free Shipping Offer

We offer free shipping for orders over $75, or that include three or more different products as part of our Mix + Save program. This is based on the order total, minus any discounts. This offer is only valid for orders shipped within the United States.

Time In Transit

Customers on the East Coast generally receive their orders within 1-3 business days after shipping, while the West Coast can take up to 3-5 business days after shipping.

Back Orders

If an item goes on back order we will hold your order and won't ship until all the items are in stock.

Freight Forwarders

We are unable to ship to freight forwarder addresses.

If you are located outside of the US, you may purchase to ship directly to your address from Vimergy.com otherwise you may also purchase directly from one of our International Distributors. If you are located in the EU, you may visit our site located at Vimergy.eu.

A link to view the list of International Distributors is located at: https://vimergy.com/pages/distributors

RETURNS POLICY:

How To Return An Item

You must contact us and arrange for a return within 30 days of receiving your order.

All product must be in their original, unopened package to be accepted for a return, unless there is a manufacturer defect. If the package was damaged in transit you must contact us in 7 business days.

If your product is eligible for a return, email us at returns [@] vimergy [dot] com for instructions on how to send the product back, and to receive a RMA return number. Returns can take 7 - 10 business days to process once we’ve received the return.

Please note: Unless there is a manufacturer defect and we are contacted in 7 business days, return shipping is the responsibility of the customer. Shipping and handling is not refundable.

EXCHANGE POLICY:

Exchanges

If you ordered the incorrect item, we are happy to accept it for an exchange, as long as its within the 30 days or purchase, and is unopened and in original condition. You will not be subject to a restocking fee in this case, but you will be responsible for return shipping, and the new shipping charge for the correct item.