My package is lost/damaged, what now?

At Vicrez, we take every precaution to ensure your package arrives safely and on time. However, in the rare event that your package is lost or damaged during shipping, we’re here to help you resolve the issue quickly and efficiently. Follow the steps below depending on your situation.

Damaged Packages

If your package arrives with visible damage or the product inside appears damaged:

1. Inspect the Package Immediately:

   • Before signing for your package, inspect the box for any obvious signs of damage. If the box is dented, torn, or crushed, you may want to open it in front of the delivery driver (if possible) to check the product inside.

2. Take Photos:

   • If you notice any damage to the product or packaging, take clear photos of both the box and the item(s). These will help us process your claim faster.

3. Contact Us Within 72 Hours:

   • Call us at 1-855-714-9393 or email support@vicrez.com within 72 hours of receiving the damaged package.
   • Provide your order number and any photos of the damage.

4. Replacement Process:

   • We will initiate a claim with the shipping carrier (e.g., FedEx or USPS).
   • A replacement product will be sent to you at no extra cost once the claim is processed.
   • Important: Please keep all packaging and damaged items until the carrier inspects or picks them up. They may request to inspect the item during the claim process.

Lost Packages

If your package shows as delivered but you haven’t received it, or if it's been significantly delayed beyond the expected delivery date:

1. Check the Tracking Information:

   • Review your tracking number (sent via email) for any updates or possible delivery attempts.
   • Packages may be left at a neighbor’s house, apartment office, or in an unexpected location around your residence. Please check these areas first.

2. Wait for Delivery Delays:

   • Sometimes carriers experience delays. We recommend waiting 1-2 extra business days past the estimated delivery date before contacting us.

3. Contact Us Within 15 Days:

   • If your package is still missing after waiting, contact us at 1-855-714-9393 or support@vicrez.com within 15 business days of the delivery date. Please have your order number ready.

4. Investigation and Replacement:

   • We will initiate an investigation with the carrier (e.g., FedEx or USPS). Investigations can take up to 8 business days.
   • If the package cannot be located, we will ship a replacement item to you at no additional cost.

5. For International Shipments:

   • For international orders, please contact FedEx International or your local carrier for tracking. If you still cannot locate the package after following these steps, reach out to us for assistance.

General Tips to Prevent Lost/Damaged Packages

• Double-check your shipping address: Always verify that the shipping address you provide during checkout is correct to avoid delays.
• Choose a safe delivery location: If possible, use a secure location like your workplace or a delivery locker.
• Signature Confirmation: For high-value orders, consider selecting a shipping option that requires a signature upon delivery to prevent package theft.

Need Further Assistance?

If you need help tracking or filing a claim for a lost or damaged package, don’t hesitate to reach out to our customer support team at 1-855-714-9393 or via support@vicrez.com. We’re here to assist you and ensure your experience with Vicrez is smooth and hassle-free.