Vicare International (USA) Inc.
Help Desk
Your Order
E-mails About Your Order
After you place your order, you will receive e-mails about your order. Below are examples of e-mails you might receive:
Order Confirmation. This e-mail confirms that we have received your order and includes your order number.
Keep this e-mail for your records.
Backorder Notice. This e-mail informs you that an item from your order is not available for
immediate shipment and will ship when it is available. Your credit card is
charged when the item is shipped. When the item is available to ship,
we will send you an e-mail with your order number. Keep this e-mail for your records.
Shipment Confirmation.
Email confirms that your order or part of your order has shipped. You may receive multiple e-mails depending on the items you selected, or if you ordered multiple items and they were shipped separately.
The arrival time of your order depends on the shipping method selected, item selected, and your shipping location.
Important notice about your order. There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, cancellation of order.
Should you receive a notice like this, please call a Customer Service Representatives at 1-866-583-9333 immediately so the problem can be addressed.
Tracking Your Order
Orders placed on www.vicareyou.com may be delivered by one of several different carriers and shipping methods.
Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout,
and the carrier (such as UPS, FedEx or USPS) that is delivering your item(s).
Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, Your Order History on www.vicareyou.com will not offer tracking information, but will still offer order status and other details.
Contact us. If you still have questions about your order, please contact us free number 1-866-583-9333
*Tracking information may not be available for up to 3 full business days after an item is shipped.
Delivery of Your Items
Local Delivery-All orders within 20 miles of Los Angeles, California can be delivered by our Customer Service Representatives. All other places please comply with the shipping carriers.
Delivery of your items can take anywhere from 1 to 10 full business days except for Military APO/FPO addresses, depending on your location and the shipping method you select at Checkout.
Business days are Monday-Friday, excluding federal holidays within the United States. When your order is delivered you should immediately inspect the carton for any potential damage that may have occurred during shipment.
Carefully inspect the packaging as well as the contents of the package. It is normal for the carton to show some wear; however, if damage did occur follow these steps:
· Accept the package, but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact a Customer Service Representative immediately by calling 1-866-583-9333. Please have your order number available when you call.
· If there is extensive damage to the package, refuse the order and contact a Customer Service Representative immediately by calling 1-866-583-9333. Please have your order number available when you call.
Changing or Canceling Your Order
Cancellations Due to Order Processing Difficulties
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
· Item(s) not available.
· Difficulty in processing your payment information.
· Cannot ship to address provided.
· Duplicate order was placed.
If your order is cancelled, you will receive an important notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.
Changing or Canceling Your Order
After you have clicked "Send My Order," your order begins to process and you cannot cancel or change your order.* Our system is designed to fill orders and get them on their way as quickly as possible. Once you receive your order in the mail, simply return any item you do not want by following our Return Instructions.
*Note: You may only cancel your order if you receive an e-mail notifying you that:
· One or more items in your order is on backorder. (You may only cancel the backordered items.) Please contact us immediately at 1-866-583-9333 if you wish to cancel these items.
· We are unable to process your payment information. Please contact us immediately at 1-866-583-9333 if you wish to cancel your order.
Returns
30 Day Money-Back Guarantee
We want you to be fully satisfied with every item that you purchase from www.vicareyou.com. If you are not satisfied with an item that you have purchased, you may return the item within 30 days from the order date for a full refund of the purchase price, minus the shipping, handling, gift wrap, or other charges.
You can also request an exchange within 30 days from the order date.
The item must be returned, unused or used, in good condition, in original boxes (whenever possible), and with all paperwork and accessories to ensure full credit or exchange at same value. Any product that’s opened, damaged or with broken seal will be discarded, and no refund or exchange will be granted.
Returning an Item
The packing slip in your package will contain detailed instructions for returning an item. Here are the basic steps:
· Please refer to your packing slip for return information.
· Pack the item securely in the original package, if possible.
· Enclose the bottom portion of the original packing list with the item. Be sure to keep the top portion of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, address, and reason for return with the item.
· All products must be returned, unused or used, in good condition, in original boxes (whenever possible), and with all paperwork and accessories to ensure full credit.
· All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
· For your protection, we recommend that you use UPS or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:
Vicare International (USA) Inc.
1041 South Garfield Ave
Alhambra, CA 91801
· Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse.
· You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
· If the items you purchased are from a retail store or third party distributor, you must return and exchange items with the store or personnel which you have purchased from.
Refund Policy
In order to better serve our customers, a Refund and Exchange Refund policy has been established. Customers can return their purchase with a valid sales receipt and a valid photo ID within 30 days from the date or purchase.
Cash Refunds (Store Only): Cash refunds are given on product purchased with cash and brought back, used or unused, within 30 days of the purchase date with a valid sales receipt and a valid photo ID within 30 days from the date or purchase. If the items you purchased are from a retail store or third party distributor, you must return and exchange items with the store or personnel which you have purchased from.
PayPal/Credit Card: Credits will be issued to the original charge account when the product is returned within 30 days from the purchase date with a valid sales receipt or www.vicareyou.com packing slip. Cash refunds will not be given. In the case of a lost, stolen, or closed credit card, the customer must provide a letter (on letterhead) from their credit card company that states the account was closed in good faith. The letter and valid sales receipt or www.vicareyou.com packing slip must be presented at the store you are returning the products.
Damaged/Defective Items
If you receive a damaged or defective item, contact a Customer Service Representative within 30 days of delivery at 1-866-583-9333. Please supply the Representative with your order number and item number from your original confirmation e-mail. The Representative will also need your e-mail address and phone number. We will make every reasonable effort to replace the item in a timely manner. We cover shipping charges if there was damage to the item due to shipping.
If there is extensive damage to the packaging, contact a Customer Service Representative immediately at 1-866-583-9333. Please have your order number available when you contact the Customer Service Representative.
Payment Options
Retail Store accepted:
· Visa
· MasterCard
· American Express
· Discover
· Cash
Web Order accepted:
· PayPal
Important Information about Payment
· For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
Sales Tax
We charge sales tax on applicable items in all 50 states in the United States.
PayPal
PayPal is an alternate method for purchasing your order on www.vicareyou.com. It enables any individual or business with an email address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account, or PayPal account balance for any purchase you make. Your credit card and bank numbers are never seen by the seller or merchant. Plus, you're 100% protected against unauthorized payments sent from your account.
PayPal Conditions
· If you select PayPal as your payment option, you will continue through the standard checkout process then automatically proceed to paypal.com to complete your payment.
· Once you have been redirected to paypal.com, you will have 25 minutes to complete the payment before your order is dropped.
· If PayPal is used for payment, all returned products must be sent by mail, not brought to physical stores.
· PayPal currently cannot be used by Customers with a Canadian shipping and/or billing address.
PayPal FAQ
· How does PayPal work?
PayPal is used to securely send payments over the internet. You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. To make a PayPal purchase, select PayPal during checkout on the www.vicareyou.com website and choose your method of payment. Your funds are transferred immediately and securely. PayPal currently cannot be used by Customers with a Canadian shipping and/or billing address.
· How Do I Create a PayPal Account?
To get started, simply fill out the PayPal registration with your desired account type, country of residence, home address, and login information.
· How secure is PayPal?
PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.
· How Do I Contact PayPal Customer Service?
For the fastest response, you may access the user-friendly help center. Developed by the PayPal Customer Service team, this Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.
If you do not find the information you need in the Help Center, PayPal Customer Service representatives are available to assist you. send a email for a prompt response or contact PayPal directly by phone:
Customer Service: 1-402-935-2050 (a U.S. telephone number)
4:00 AM PDT to 10:00 PM PDT Monday through Friday
6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday
Credit Card Identification Number
A credit card Identification Number is an added safeguard for your credit card purchases. Depending on the type of credit card you use, it is the 3- or 4-digit number printed on the back or front of your credit card. For most online credit card purchases from us, the Identification Number is required information.
If your credit card does not show an Identification Number, you are not required to enter one.
If you have any questions concerning your credit card's Identification Number and the benefits of using it for all your online credit card purchases with us, contact one of our Customer Service Specialists by phone at 1-866-583-9333.
Where is my identification number?
Your identification number is the 3-digit number found on the back of your credit card near the signature panel.
Will you remember my card's identification number?
No. As an added safety feature, you will be asked to enter your card's ID number each time you make a purchase.
SHIPPING
Shipping Methods and Costs
Local Delivery-All orders within 20 miles of Los Angeles, California can be delivered by our Customer Service Representatives. All other places please comply with the shipping carriers.
Non-Local Delivery-At checkout, you will be prompted to choose a shipping method for your item(s). Shipping costs are dependent on the items in your order and the shipping method you select. Your total shipping charges will automatically compute during checkout prior to the completion of your order.
Generally, if you are shipping within the United States, you will have the option of upgrading your shipping method for faster delivery (Ground, Third Day, Second Day or Overnight Service). If you choose to upgrade your shipping method,
your order must be received and clear credit authorization by 12:00 p.m. (noon) EST or your order may not be processed until the following business day. Business days are
