IF YOU HAVE ANY QUESTIONS OR CONCERNS, YOU CAN FIND OUT MORE ABOUT OUR POLICIES AND FAQs BELOW.

FOR FURTHER ASSISTANCE, OUR TEAM WILL BE MORE THAN HAPPY TO HELP. DO NOT HESITATE TO CONTACT US VIA EMAIL.  

 

GENERAL

WHAT IS A PRE-ORDER? WHEN WILL I RECEIVE IT?  

A PRE-ORDER IS THE RESERVATION OF AN ITEM THAT IS NOT YET AVAILABLE FOR SALE, BUT EILL BE RELEASED SOON. AN ESTIMATED DELIVERY DATE IS INDICATED FOR EACH PRE-ORDER ITEM ON THE PRODUCT PAGE.

  

IF YOUR ORDER CONSISTS OF PRE-ORDER ITEMS WITH DIFFERENT DELIVERY DATES, YOU WILL RECEIVE ORDERS IN THE ORDER THAT IT WAS PLACED AS SOON AS EACH ITEM IS READY FOR SHIPMENT.

  

YOU WILL RECEIVE A CONFIRMATION EMAIL WITH TRACKING INFORMATION AS SOON AS YOUR ORDER IS DISPATCHED.                                                                                                  

 

CAN I CANCEL OR CHANGE THE ORDER? 

ORDERS CAN BE CANCELLED WITHIN ONE HOUR AFTER PLACING YOUR ORDER BY CONTACTING OUR CUSTOMER SERVICE.

 

HOW DO I CHOOSE THE PERFECT SIZE FOR ME? 

TO HELP YOU CHOOSE YOUR CORRECT SIZE, CONSULT THE SIZE GUIDE CHART OF THE ITEM YOU WANT. YOU WILL FIND ALL THE PRODUCT MEASUREMENTS AND THE SIZE OF THE MODEL ON THE PRODUCT PAGE.

 

HOWEVER, IF YOU HAVE ANY OTHER QUESTIONS OR CONCERNS, DO NOT HESITATE TO CONTACT OUR CUSTOMER SERVICE AT SUPPORT@VIVUSNUMEN.COM.

 

I HAVE A STORE CREDIT/DISCOUNT CODE, HOW DOES IT WORK?

IF YOU HAVE RECEIVED A DISCOUNT OR A STORE CREDIT, SIMPLY INSERT IT AT THE FINAL STEP OF THE CHECKOUT PROCESS, THE DISCOUNT WILL BE CALCULATED AND DISPLAYED AUTOMATICALLY.

 

PLEASE CHECK THAT THE DISCOUNT HAS BEEN APPLIED BEFORE COMPLETING THE PURCHASE. REMEMBER TO ENTER THE PROMOTIONAL CODE WHEN THE ORDER IS FINALIZED AS IT WILL NOT BE POSSIBLE TO ADD IT LATER. IF, AFTER CHECKING, YOUR CODE DOES NOT WORK, CONTACT US.

 

PLEASE NOTE, BOTH DISCOUNT CODES AND STORE CREDIT CODES CAN BE USED ONLY ONCE.

 

SHIPPING

DO YOU SHIP TO MY COUNTRY?

YES, WE SHIP WORLDWIDE. PLEASE, CHECK OUR SHIPPING PAGE FOR MORE INFORMATION 

 

ARE TAXES AND DUTIES INCLUDED? 

WE DO NOT COVER LOCAL TAXES AND DUTIES FOR ORDERS OUTSIDE OF THE UNITED STATES. THEY ARE NOT INCLUDED IN THE PRICE SHOWN ON THE WEBSITE.

 

WHEN WILL I RECEIVE THE TRACKING INFORMATION? 

YOU WILL RECEIVE TRACKING INFORMATION ONCE YOUR ORDER IS DISPATCHED. YOU CAN TRACK YOUR ORDER ON HTTPS://WWW.VIVUSNUMEN.COM/TOOLS/TRACK

 

WHEN WILL MY ORDER BE DISPATCHED? 

ORDERS ARE DISPATCHED AFTER 1 TO 2 DAYS FOR PROCESSING ON THE SAME OR NEXT BUSINESS DAY, MONDAY THROUGH FRIDAY, EXCLUDING PUBLIC HOLIDAYS.

 

WHILST WE MAKE EVERY EFFORT TO SHIP YOUR ORDER AS QUICKLY AS OUTLINED ABOVE, DELAYS IN SHIPPING DURING PEAK TRADE TIMES MAY OCCASIONALLY OCCUR. PEAK TRADE TIMES INCLUDE SPECIAL PROMOTIONS, SEASONAL SALES AND HOLIDAY PERIODS. IF YOU HAVE QUESTIONS OR CONCERNS, YOU CONTACT OUR CUSTOMER TEAM AT SUPPORT@VIVUSNUMEN.COM

 

RETURNS & EXCHANGES

HOW DO I REQUEST A RETURN OR AN EXCHANGE? 

YOU CAN REGISTER A RETURN OR AN EXCHANGE THROUGH OUR RETURN CENTER. PLEASE NOTE THAT AS SOON AS YOU MAKE THE REQUEST, YOU MUST INDICATE THE REASON FOR THE RETURN/EXCHANGE. ONCE WE ACCEPT IT, YOU WILL RECEIVE ANOTHER EMAIL WITH ALL THE NECESSARY INFORMATION ON HOW TO PROCEED WITH YOUR RETURN.

 

WILL I BE REFUNDED DUTIES AND TAXES IF I RETURN MY ORDER? 

WHEN AN ITEM IS RETURNED, WE DO NOT REFUND TAXES AND DUTIES THAT WERE PAID UPON THE ARRIVAL OF THE ORIGINAL ORDER.

 

HOW MUCH DO RETURNS COST? 

FOR CUSTOMERS WITHIN THE UNITED STATES: YOU MAY SELECT A COURIER OF YOUR CHOICE TO SHIP YOUR ORDER BACK TO US, SO THIS CAN DIFFER FOR EACH CUSTOMER.

FOR CUSTOMERS OUTSIDE OF UNITED STATES: YOU MUST PURCHASE A RETURN LABEL THROUGH OUR WEBSITE.

 

WHAT DO I DO IF MY ITEM IS FAULTY? 

WE ARE SORRY IF YOUR RECEIVED A FAULTY PRODUCT AND WE WANT TO HELP YOU SOLVE THE PROBLEM AS QUICKLY AS POSSIBLE.

 

FOR PURCHASES MADE ONLINE, CONTACT OUR CUSTOMER SERVICE TEAM AT SUPPORT@VIVUSNUMEN.COM AS SOON AS YOU DISCOVER THE DEFECT. PLEASE PROVIDE AS MANY DETAILS AS POSSIBLE IN ORDER FOR US TO BEST ASSIST YOU, SUCH AS: ORDER NUMBER, NAME OF FAULTY ITEM AND PICTURES OF YOUR DAMAGED ITEM.

 

A MEMBER OF OUR CUSTOMER SERVICE TEAM WILL ANSWER YOUR REQUEST AS SOON AS POSSIBLE TO HELP FIND THE BEST SOLUTION. 

 

HOW MUCH TIME DOES IT TAKE TO RECEIVE A REFUND? 

DEPENDING ON THE SHIPPING METHOD YOU USED, IT MAY TAKE UP TO 20 WORKING DAYS FOR YOUR RETURN TO REACH OUR FACILITY. UPON RECEIPT, WE WIL PROCEED WITH THE REFUND AND YOU WILL BE NOTIFIED.

 

ALL REFUNDS WILL AUTOMATICALLY BE ISSUED ON THE PAYMENT METHOD USED TO PLACE THE ORDER. THE AMOUNT WILL BE AVAILABLE AGAIN IN YOUR ACCOUNT BASED ON THE PROCESSING TIME OF YOUR BANK.