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Frequently Asked Questions - Shipping and Tracking Packages

What are your Shipping Options?
ViX uses FedEx to ship all packages. The FedEx shipping options are as follows: FedEx Overnight - You will receive your order the next business day if your order is placed before 6 AM PST Monday through Friday. Next Day delivery applies to in-stock items only. FedEx 2nd Day - You will receive your order two business days after shipment if your order is placed before 6 AM PST Monday through Friday. The first full day after the order is shipped out counts as the first day. 2 Day delivery applies to in-stock items only. FedEx 3 Day - You will receive your order three business days after shipment if your order is placed before 6 AM PST Monday through Friday. The first full day after the order is shipped out counts as the first day. 3 Day delivery applies to in-stock items only. FedEx Ground - You will receive your order 4 to 6 business days after shipment if your order is placed before 6 AM PST Monday through Friday. The first full day after the order is shipped out counts as the first day. Ground delivery applies to in-stock items only. Ground Delivery not available in some areas.
When will my order be shipped out?
Orders placed after 6:00 am PST will be processed the following business day. Most in-stock items are shipped out within 24-48 hours and will arrive in 4 - 6 business days (FedEx Ground). Please note our offices are closed on Saturday and Sunday. FedEx ships Monday - Friday, so all orders received on Friday will be shipped on Monday. Additionally, the first full day after the order is shipped out counts as the first day. If items on your order are out of stock, you will be notified via phone or email and will be given the option of modifying your order. A shipping confirmation, complete with tracking number, will be emailed to you as soon as your purchase has been shipped.
Where does my order ship from and how many days will it take to arrive?
ViX is located in San Diego, CA and ships all orders from there. So, most orders shipping to Southern California will ship in 1-2 business days via ground shipping. View FedEx's ground shipping chart here http://fedex.com/grd/maps/ShowMapEntry.do (use zip code 92123) to determine how many days your package will take to arrive. Lost or Undelivered Packages: Once FedEx has picked up the package from us, it is in their possession and is no longer our responsibility. In a rare occurrence that the package has not been delivered within 14 days of the estimated date of arrival (found by putting in your tracking number on FedEx.com) then ViX can place a tracer on the package once notified by the customer. Please contact ViX Customer Service to notify us, if you have not received your package in this time frame, at customerservice@vixpaulahermanny.com or 858-499-0070 ext 103. Once we receive a notification from the customer that their package has not been received, we can place a tracer on the package with FedEx. It will take 24-48 business hours to receive a reply from the driver who delivered your package. If the driver is unable to locate your package, we can continue with filing a claim. The claim process can take 5-7 business days. If you do not receive your package and we are not notified within 14 days of the estimated arrival date, we can proceed with filing a claim with FedEx and it is at their discretion to honor the claim. Please note, contacting us after 14 days reduces the likelihood that your package will be found or the FedEx claim will be won.
Does ViX ship internationally or to U.S. territories?
At this time, ViX can only ship to the 50 US states - we cannot ship internationally or to any US Territories. However, if you have a US shipping address, we can accept international credit cards over the phone or via email. If you would like to use an international credit card and ship your order to a US state, please email us at customerservice@vixpaulahermanny.com with the following information: Billing Address Shipping Address The items you would like to order and their sizes Shipping method (overnight, 2 day, 3 day, or ground) If you have a coupon code, please provide the code Credit card number, expiration, and security code Additionally, purchases may not be shipped to P.O. boxes or APO/FPO addresses, which are not available through FedEx.
Why are there only 2-day and overnight shipping options for Hawaii?
It is actually more expensive to ship ground to Hawaii than to use 2 day or overnight since the package must go air at some point. Therefore, we do not offer ground shipping to Hawaii.
Does FedEx Deliver on Saturdays?
Normal shipping days for FedEx are Monday - Friday (excluding holidays). There are rare circumstances that FedEx will ship or deliver packages on Saturdays, however we are not able to guarantee this.
Does ViX require signatures on package deliveries?
For security reasons, ViX online purchases over $500 will require a signature upon delivery. If your order exceeds $500, please be sure to have your package shipped to a location where you will likely be available to sign for it. Offices are best in this situation.
If I put in my tracking number online at FedEx and it says "Not Found", what does this mean?
You will receive a confirmation email once we have packaged up your order to be shipped out. This email will contain a tracking number. If you try to track your package before FedEx has come to pick up your package, you will receive this error message. Our daily FedEx pick-up is scheduled for 4:30 pm PST. Once FedEx picks up the packages, they scan them and the tracking number is active. If you do get this error message, please try back at the end of the day and the tracking number should work. If not, please email us at customerservice@vixpaulahermanny.com for help.
I was supposed to receive my package today but online it says FedEx made an "attempt to deliver". Why did they not leave it at my door?
When you see this message it is usually because the driver did not find a safe place to leave the package. The driver can use his/her own discretion as to whether or not they want to leave a package at a customer's door. Often FedEx drivers will choose not leave packages at an apartment or on busy streets because the package might end up getting stolen. Per FedEx rules, drivers are not required to leave a door tag and they will not call the customer to inform them of the attempt made. Typically, drivers make this attempt 3 times before returning the package back to us. If you are having trouble getting the package, contact us at customerservice@vixpaulahermanny.com.
I won't be home to receive my package, how do I notify the FedEx driver to leave the package at my residence?
When entering your shipping address online you can use the second address field and say "Leave at front door". This does not guarantee the driver will leave it at the door, but it will help. Additionally, after you receive a tracking number from us, you can contact FedEx at 1-800-463-3339 and ask them to make a note about leaving the package at your residence.
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