When you place an order with Viasox, there are 2 steps that need to happen in order for us to get your order to you. First, we process and package your order, and second, the shipper (UPSP or Canada Post ) takes your order from our fulfillment center and delivers it to your doorstep.
As with any company, sometimes along the way damage can occur to your order, and in this event, we are happy to assist you!
If your Viasox product(s) showed up damaged or in any way other than you were expecting, please reach out to Viasox customer support team within 5 days of receiving your order. Please ensure the product(s) is in the same condition as received and in its original packaging (including outer sleeves and tags). The reason for this is we will be requiring you to send a photo to us clearly indicating what the issue is.
Please keep in mind, that all damaged-related concerns will require a photo in order for us to issue a resolution, so please include a photo in your initial email to customer service, so that we may resolve the issue as quickly as possible.
NOTE: Your order may not be eligible for a replacement if it has been washed, has visible wear damage, or is not in the original packaging, including outer sleeves and tags. Additionally, if you contact us outside of the 5 day period, we regretfully may not be able to offer further assistance.
If products are damaged, please perform the following, within 5 days of receiving your package:
1. Please take a photo of the item(s) you've received along with the original packaging they came in (tags and sleeves included), and the shipping package, which clearly displays your name.
2. Please send our customer support team an email with the photo(s) attached as well as a brief explanation of the problem depicted in the photo(s).
*All sale products are exempt from this policy if indicated as "All Sales Final" on the product page.*