FAQ - FREQUENTLY ASKED QUESTIONS

Our standard delivery time within the U.S. is 7 to 15 business days. Weekends and federal holidays do not count as business days.

Not necessarily. This is the standard delivery window, but most customers receive their orders within around 5 to 10 business days, depending on the state and carrier performance.

Our priority at Vilazo is that every customer receives exactly what they ordered. We guarantee shipment of your product and you can follow the delivery through our tracking system and the carrier’s updates.

Yes. You can track the entire process using the tracking code we send to your email and/or phone as soon as your order is dispatched.

After payment is confirmed, your order goes through packaging and separation.

The dispatch time is usually between 24 and 96 business hours. The delivery timeframe starts counting after the order is handed over to the carrier.

Some of our products are imported and may be shipped from international warehouses, while others ship from fulfillment centers within the United States.

No. We work only with trusted suppliers and monitor the full process from shipment until the product is delivered to your address.

If any issue occurs during delivery, Vilazo assumes responsibility and works to ensure you receive your order or are properly assisted by our support team.

Yes. You have a 7-day satisfaction guarantee from the date of delivery, in addition to warranty for manufacturing defects according to each product’s policy.

All exchanges or returns must be requested via email at contact@vilazo.com.

For exchanges due to manufacturing defects, the product must not show signs of misuse and must follow our return guidelines.

No. Vilazo does not have a physical retail store. All our products are sold exclusively online and shipped directly to your address within the United States.

Vilazo is a company based in the United States, serving customers nationwide through our online store.

Yes. Our company is registered in the United States under EIN: 35-2924471 – Vilazo.

Yes. Customer satisfaction and trust are our core priorities. We work with secure payment processors and reliable logistics partners, and we are always available at contact@vilazo.com to assist with your order.

Our support team is available 24/7 via email. Response times may vary depending on demand, but we always do our best to get back to you as quickly as possible.

As soon as your order is dispatched, a tracking code is automatically sent to the email (and if applicable, phone number) you registered at checkout.

You can track your order on our tracking page: https://vilazo.com/pages/track-my-order.

Depending on the product and carrier, you may also see updates directly on the carrier’s website (such as USPS, UPS, FedEx, or others) once the package is scanned into their system.

Sometimes it can take a few business days after dispatch for the first scan to appear on the carrier’s tracking system, especially for shipments coming from international warehouses.

We recommend checking our tracking page regularly. If you still don’t see updates after several days, contact us at contact@vilazo.com.

“In transit” means your package is moving through the carrier network and on its way to your delivery address. This status can remain for several days, especially on long-distance or international legs, without indicating a problem.

In most cases, orders are canceled or not approved because the payment processor or credit card issuer did not authorize the transaction.

We suggest contacting your bank or card issuer to verify the reason and, if everything is okay, placing a new order on our website.

We accept major credit and debit cards and other secure options available at checkout (such as Shop Pay, PayPal, Apple Pay, or similar payment methods, depending on availability).

No. We do not offer cash on delivery. All orders must be placed and paid through our website, and payment must be confirmed before the order is processed and shipped.

First, make sure the purchase was made on our official website vilazo.com and that the charge on your statement matches your order.

Then, check your email (including spam/junk folders) for your order confirmation and tracking code.

If you confirmed the order is from us and the product is late or tracking seems stuck, send an email with your full name, order number and any details to contact@vilazo.com. Our team will investigate with the carrier and assist you.

There are malicious websites online that try to copy brands and ads to scam people.

Always check that you are on our official domain: vilazo.com. If you are unsure, feel free to email us a screenshot or link so we can verify.

No. We sell exclusively through our official website vilazo.com. This helps us control quality, pricing and customer experience.

No. If you see another website using our brand, content or products, it is likely not authorized.

If you’d like to help, you can send the link or a screenshot to contact@vilazo.com so our team can take the appropriate action.

We work with carriers such as USPS, UPS, FedEx and logistics partners. However, Vilazo is responsible for making sure your order arrives or that you are properly assisted if an issue happens along the way.

Yes. Some items may be shipped from different warehouses or suppliers. That means they can be sent in separate packages and may arrive on different days.

All your products will be delivered, and you will receive tracking information for each shipment when applicable.

Yes, delays can happen due to factors outside of our control, such as carrier network issues, weather conditions, high-volume seasons, local restrictions or operational problems in transit hubs.

Even in these cases, we remain available at contact@vilazo.com to investigate and support you until the situation is resolved.

If you need to cancel your order, please contact us as soon as possible at contact@vilazo.com with your order number.

If your order has not yet been processed or shipped, we will do our best to cancel it before dispatch.

If the order has already shipped, you can refuse the package upon delivery or contact us after receiving it so we can provide return instructions. Once the product is returned in accordance with our policy, your order will be canceled and you will be refunded.

At Vilazo, your satisfaction matters. We are always available to resolve any issue through our support channel: contact@vilazo.com.