Frequently Asked Questions

Where are you located?

VidaBox's main headquarters, factory, and our international main office is located at 125 Newtown Road, Suite 100, Plainview, NY 11803. We also have local warehouses in the US, Canada, EU, UK, and Australia to ensure fast shipping for our customers around the world.

How can I contact customer support?

We're here to help! You can reach our customer support team by filling out the contact form on our website, emailing us at [email protected], or chatting with us online. For more immediate assistance, please call us +1 516-499-5050 (US), +44 333 444 VIDA (UK), or +61 1300 44 VIDA (AUS).

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. For your convenience, we also offer secure payment options through PayPal.

Is my payment information secure?

Absolutely! Our website is designed to securely pass any credit card info directly to our payment processor (Elavon / US Bank), and is never stored on our servers! If you have any other specific questions, feel free to contact our customer support team for assistance.

How do I apply a Volume Code or Store Credit?

To apply a discount code or gift card, please proceed to the MY CART page. There, you will find a designated field to enter your volume code or store credit code; once applied, the discount will be reflected in your order total before you finalize the purchase.

Do you offer guest checkout?

Yes, we offer guest checkout for your convenience. While creating an account allows for faster checkouts and easy order tracking for future purchases, you are welcome to complete your order as a guest.

Do you charge sales tax?

Yes, we are required to collect sales tax in states where we have a physical presence and/or legal nexus. The exact amount of sales tax will be calculated and added to your order total at checkout, based on your shipping address.

Can I change or cancel my order after it has been placed?

We understand that sometimes plans change. If you need to modify or cancel your order, please contact us as soon as possible at (844) 454-6757 or [email protected]. Since we process orders quickly, we can only guarantee changes or cancellations before your order is shipped.

What are your shipping options and how much do they cost?

We offer a variety of shipping options to meet your needs, including standard and expedited services for both domestic and international orders. Shipping costs are calculated at checkout based on the size and weight of your order and your shipping destination. For a precise quote, please add the desired items to your cart and proceed to checkout.

How long will it take to process and ship my order?

We strive to get your order to you as quickly as possible, and we typically process and ship orders within the same of next business day for in-stock items. Estimated transit times and shipping options with various speeds are shown once your shipping address has been entered. Once your order has shipped, you will receive a confirmation email with tracking information to follow your package's journey to your doorstep.

How can I track my order?

You can easily track your order on our website. Simply navigate to the "Track Order" page, which you can find in the main menu, and enter your order details to view the latest shipping updates. We will also send you a shipping confirmation email with a tracking number as soon as your order is on its way.

Do you ship internationally?

Yes, we ship internationally from our warehouses in the US (ships Globally), as well as local Canada, EU, UK, and Australia warehouses (which also serves New Zealand). To save on shipping, you can choose your region on our website.

We are sorry to hear that you have not received your package even though the tracking says "Delivered." Please take a moment to check your porch, garage, and with your neighbors, as carriers sometimes leave packages in discreet locations. If you are still unable to locate your package after 24 hours, please contact us at [email protected] or (844) 454-6757 so we can assist you further.

What is your return policy?

We accept returns of new, unused products in their original packaging within 30 days of purchase. To initiate a return, please contact our customer service team for our easy-to-follow return instructions - no RMA numbers or authorization is required! Please note that any specially produced or custom-made products are not eligible for return.

How do I start a return or exchange?

To start a return or exchange, please contact our customer support team with your order number and the reason for your return, so that we can help either provide a suitable solution, exchange / swap, or refund depending on your needs! You can reach us by phone at (844) 454-6757, or by email at [email protected] to receive detailed return instructions. No RMA numbers or complex forms need to be completed - we make the process as easy & hassle-free as possible. Our team will be happy to assist you with the next steps.

Who pays for return shipping?

In most cases, customers are responsible for covering the shipping costs for their returns. However, if you are returning an item because it is defective or due to an error on our part, we will cover the return shipping fees. Please contact our customer support team to initiate a return and receive detailed instructions.

I received a damaged, defective, or incorrect item. What do I do?

We are sorry to hear you have received a damaged, defective, or incorrect item. Please contact us at [email protected] with your order number and a photo of the item, and we will be happy to arrange for a replacement or return.

When will I receive my refund?

Once we receive your returned item, we will inspect it and process your refund typically within 3-5 business days. You will receive an email notification when your refund has been processed, but it may take a few additional days for the funds to appear in your account, depending on your bank or credit card provider.