FAQ - FREQUENTLY ASKED QUESTIONS
Aqui está a tradução do seu texto para o inglês:
---
**Important!**
Correios Clarification Note: Due to the measures against the Coronavirus (COVID-19) in various countries, it is not possible to guarantee the fulfillment of international delivery deadlines. Both the dispatch and distribution are affected due to the reduction or even lack of flights, and the reduction in the number of employees allocated to postal object distribution activities.
You can check all the information by clicking here.
As Vilazo works in partnership with Correios to ensure our deliveries are of high quality and secure, we are committed to monitoring the entire process.
If you have any questions, please contact us at contact@vilazo.com
**What is the delivery time?**
A: Our standard free delivery time is 7 to 14 business days. Remember that weekends and holidays do not count as business days!
**Will I only receive my product after 14 business days?**
A: This is the standard delivery time, but usually, our customers receive their orders within 12 to 15 calendar days! In some regions of Brazil, orders can be delivered in 7 to 10 calendar days.
**How do I know I will receive the product?**
A: Vilazo’s goal is to ensure that our customers are completely satisfied. We guarantee the delivery of your product and your satisfaction, and you can track your delivery through the tracking system on our website.
**Can I track my product?**
A: Yes! You can track the entire delivery process on our website with the tracking code that we will send via email and/or WhatsApp as soon as your package is dispatched.
**How long does it take for my order to be dispatched?**
A: Once payment is confirmed, your product begins the packaging and separation process. The dispatch time for products is 24 to 96 business hours. Delivery time starts counting from the moment the product is dispatched.
**Do the products come from another country?**
A: Yes, some of our products are imported.
**Is there any risk in buying an imported product?**
A: Absolutely NOT! Vilazo's mission is your satisfaction. We monitor the entire process, from the beginning until the product is in your hands. If you have any questions during the process, we are always available to assist. If any issue arises, rest assured! The responsibility is ours, and the product will reach you.
**Do I have a warranty when purchasing from you?**
A: Of course! At Vilazo, you have a 7-day satisfaction guarantee for any product in our store, in addition to the warranty for factory defects.
**How do I handle an exchange if needed?**
A: All exchanges or similar situations should be handled via email: contact@vilazo.com. Remember, for exchanges due to factory defects, the product must not show signs of use.
**Can I pick up the product in a physical store?**
A: Currently, Vilazo does not have a physical store, only our factory located in São Paulo - SP. All our products are sold exclusively through our website and delivered to your home.
**Where are you located?**
A: Our company is based in Mairiporã - SP.
**Do you have a registration?**
A: Yes! You can search for us using the CNPJ: 43.091.488/0001-12 Vilazo.
**Is it really reliable? Will I receive the products?**
A: Yes! As mentioned before, customer satisfaction is our top priority at Vilazo. We recommend checking out our Instagram @usevilazo and seeing the feedback and testimonials from satisfied customers.
**What are your business hours?**
A: Our support operates 24 hours a day.
**When will I receive my tracking code?**
A: As soon as your order is dispatched, you will automatically receive a tracking code to the email and WhatsApp you registered.
**Where can I track my order?**
A: All orders can be tracked on our website in the specific tracking area: https://vilazo.com.br/pages/rastreio
Although our deliveries are made in partnership with Correios, some products are imported, so you will only be able to track them on the Correios website once the product arrives in Brazil.
**Why can't I track my order on Correios?**
A: Our deliveries are made in partnership with Correios, but we always recommend using our "Track Order" tab for this purpose. Since some of our products are imported, the item will only appear on the Correios website once it arrives in Brazil and enters their system.
**The product is in transit but hasn’t arrived yet, why?**
A: "In transit" means your product has left our suppliers and is being shipped to you. Don’t worry! You will be able to see all updates on our website.
**My order was canceled, why?**
A: Usually, when an order is canceled or denied, it is because the company responsible for your credit card rejected the purchase for some reason. We suggest contacting the customer service of the card company to find out the reason.
**What payment methods do you accept?**
A: We accept payments via PIX and credit card.
**Can I pay only when I receive my product?**
A: No, we do not work that way. You need to place the order and have the payment confirmed for it to be dispatched and delivered to your home.
**I made a purchase, and the product hasn’t arrived. What now?**
A: Please ensure that you purchased from us. How can you do this? Check if you purchased through our website, if the price you paid matches the one on our site, if the company’s CNPJ is the same as ours, and if you received a tracking code after your order was dispatched.
If you are sure the purchase was made with us, just send us an email with all the details, and our team will be happy to assist you.
**I clicked on one of your ads but was redirected to another site, why?**
A: Unfortunately, there are malicious "companies" and websites on the internet. Some steal and promote videos and ads to try to scam people! Make sure you are on vidademae.com.br, which is our only official page.
**Do you sell on other platforms?**
A: No, we sell exclusively through our website!
**I saw another website using your name, video, and products. Is that normal?**
A: No, it is not! If you would like to help, you can send the website using our image to any of our support channels so we can take the necessary actions.
**Are you responsible for the product deliveries?**
A: Currently, our deliveries are made in partnership with Correios.
**I ordered different products, but only one arrived, is that normal?**
A: Yes, this is completely normal. Some of our products are shipped from different suppliers, so it may happen that you receive one product, and the other will arrive shortly after. But rest assured! All your orders will reach you.
**Is it possible for a delivery to be delayed?**
A: Since we work with delivery logistics in partnership with Correios, there are some variables beyond our control, such as road or delivery route problems, virus outbreaks, and other uncontrollable situations that may cause delays.
**I made a purchase and need to cancel, how do I do that?**
A: Vilazo has a strict quality control system.
So, if you make a purchase and need to cancel for any reason, please notify us within 30 minutes via our support!
As soon as the payment is approved, our factory receives this confirmation, and after 30 minutes, your product is sent for analysis, separation, and quality control.
If you need to cancel your purchase, don’t worry!
You will receive your product, and just let us know as soon as it arrives. We will immediately generate a return label for you to send the product back to us, and then your order will be canceled, and you will receive 100% of your money back without any issues.
At Vilazo, your satisfaction is what matters. We don’t want you to have any negative experience with us, and we are always available to resolve any issues through our support channel: contact@vilazo.com
Please note that our service is available 24 hours.
**Thank you,
The Vilazo Team.**
---
**Important!**
Correios Clarification Note: Due to the measures against the Coronavirus (COVID-19) in various countries, it is not possible to guarantee the fulfillment of international delivery deadlines. Both the dispatch and distribution are affected due to the reduction or even lack of flights, and the reduction in the number of employees allocated to postal object distribution activities.
You can check all the information by clicking here.
As Vilazo works in partnership with Correios to ensure our deliveries are of high quality and secure, we are committed to monitoring the entire process.
If you have any questions, please contact us at contact@vilazo.com
**What is the delivery time?**
A: Our standard free delivery time is 7 to 14 business days. Remember that weekends and holidays do not count as business days!
**Will I only receive my product after 14 business days?**
A: This is the standard delivery time, but usually, our customers receive their orders within 12 to 15 calendar days! In some regions of Brazil, orders can be delivered in 7 to 10 calendar days.
**How do I know I will receive the product?**
A: Vilazo’s goal is to ensure that our customers are completely satisfied. We guarantee the delivery of your product and your satisfaction, and you can track your delivery through the tracking system on our website.
**Can I track my product?**
A: Yes! You can track the entire delivery process on our website with the tracking code that we will send via email and/or WhatsApp as soon as your package is dispatched.
**How long does it take for my order to be dispatched?**
A: Once payment is confirmed, your product begins the packaging and separation process. The dispatch time for products is 24 to 96 business hours. Delivery time starts counting from the moment the product is dispatched.
**Do the products come from another country?**
A: Yes, some of our products are imported.
**Is there any risk in buying an imported product?**
A: Absolutely NOT! Vilazo's mission is your satisfaction. We monitor the entire process, from the beginning until the product is in your hands. If you have any questions during the process, we are always available to assist. If any issue arises, rest assured! The responsibility is ours, and the product will reach you.
**Do I have a warranty when purchasing from you?**
A: Of course! At Vilazo, you have a 7-day satisfaction guarantee for any product in our store, in addition to the warranty for factory defects.
**How do I handle an exchange if needed?**
A: All exchanges or similar situations should be handled via email: contact@vilazo.com. Remember, for exchanges due to factory defects, the product must not show signs of use.
**Can I pick up the product in a physical store?**
A: Currently, Vilazo does not have a physical store, only our factory located in São Paulo - SP. All our products are sold exclusively through our website and delivered to your home.
**Where are you located?**
A: Our company is based in Mairiporã - SP.
**Do you have a registration?**
A: Yes! You can search for us using the CNPJ: 43.091.488/0001-12 Vilazo.
**Is it really reliable? Will I receive the products?**
A: Yes! As mentioned before, customer satisfaction is our top priority at Vilazo. We recommend checking out our Instagram @usevilazo and seeing the feedback and testimonials from satisfied customers.
**What are your business hours?**
A: Our support operates 24 hours a day.
**When will I receive my tracking code?**
A: As soon as your order is dispatched, you will automatically receive a tracking code to the email and WhatsApp you registered.
**Where can I track my order?**
A: All orders can be tracked on our website in the specific tracking area: https://vilazo.com.br/pages/rastreio
Although our deliveries are made in partnership with Correios, some products are imported, so you will only be able to track them on the Correios website once the product arrives in Brazil.
**Why can't I track my order on Correios?**
A: Our deliveries are made in partnership with Correios, but we always recommend using our "Track Order" tab for this purpose. Since some of our products are imported, the item will only appear on the Correios website once it arrives in Brazil and enters their system.
**The product is in transit but hasn’t arrived yet, why?**
A: "In transit" means your product has left our suppliers and is being shipped to you. Don’t worry! You will be able to see all updates on our website.
**My order was canceled, why?**
A: Usually, when an order is canceled or denied, it is because the company responsible for your credit card rejected the purchase for some reason. We suggest contacting the customer service of the card company to find out the reason.
**What payment methods do you accept?**
A: We accept payments via PIX and credit card.
**Can I pay only when I receive my product?**
A: No, we do not work that way. You need to place the order and have the payment confirmed for it to be dispatched and delivered to your home.
**I made a purchase, and the product hasn’t arrived. What now?**
A: Please ensure that you purchased from us. How can you do this? Check if you purchased through our website, if the price you paid matches the one on our site, if the company’s CNPJ is the same as ours, and if you received a tracking code after your order was dispatched.
If you are sure the purchase was made with us, just send us an email with all the details, and our team will be happy to assist you.
**I clicked on one of your ads but was redirected to another site, why?**
A: Unfortunately, there are malicious "companies" and websites on the internet. Some steal and promote videos and ads to try to scam people! Make sure you are on vidademae.com.br, which is our only official page.
**Do you sell on other platforms?**
A: No, we sell exclusively through our website!
**I saw another website using your name, video, and products. Is that normal?**
A: No, it is not! If you would like to help, you can send the website using our image to any of our support channels so we can take the necessary actions.
**Are you responsible for the product deliveries?**
A: Currently, our deliveries are made in partnership with Correios.
**I ordered different products, but only one arrived, is that normal?**
A: Yes, this is completely normal. Some of our products are shipped from different suppliers, so it may happen that you receive one product, and the other will arrive shortly after. But rest assured! All your orders will reach you.
**Is it possible for a delivery to be delayed?**
A: Since we work with delivery logistics in partnership with Correios, there are some variables beyond our control, such as road or delivery route problems, virus outbreaks, and other uncontrollable situations that may cause delays.
**I made a purchase and need to cancel, how do I do that?**
A: Vilazo has a strict quality control system.
So, if you make a purchase and need to cancel for any reason, please notify us within 30 minutes via our support!
As soon as the payment is approved, our factory receives this confirmation, and after 30 minutes, your product is sent for analysis, separation, and quality control.
If you need to cancel your purchase, don’t worry!
You will receive your product, and just let us know as soon as it arrives. We will immediately generate a return label for you to send the product back to us, and then your order will be canceled, and you will receive 100% of your money back without any issues.
At Vilazo, your satisfaction is what matters. We don’t want you to have any negative experience with us, and we are always available to resolve any issues through our support channel: contact@vilazo.com
Please note that our service is available 24 hours.
**Thank you,
The Vilazo Team.**