WHERE DO YOUR PRODUCTS COME FROM?
- VITRU is all about bringing you unique and specialty items that you won't find anywhere else. So we source items from all over the world. Because while some of our items do come from right here in the US, there are many items that are simply not available stateside. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the coolest stuff.
WHAT IS YOUR ORDER PROCESS?
- Our order process is very simple – once you make your purchase through the checkout, you will receive a payment confirmation email. Once received, please allow us 1-2 business days to process and package your order before shipping. As soon as we dispatch your order, we will send you a second shipping confirmation email including tracking details to let you know it’s on its way.
WAS MY ORDER SUCCESSFUL?
- If money has been captured from your account the order has reached us and will be processed. Your order confirmation is sent to the e-mail address that you provided when placing your order. If you have not received a confirmation, please contact our customer service team at Support@ShopVitru.com
MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
- If you’re still receiving an error message after reviewing your payment information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Support at Support@ShopVitru.com
WHERE IS MY ORDER CONFIRMATION?
- As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add Support@ShopVitru.com to your safe sender list. Once your order leaves our warehouse, you will receive another notification along with tracking information.
I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
- We process orders very quickly so that we can get your order to you as fast as possible. If you need to change or cancel your order, please contact us immediately. However, once our warehouse has processed your order, we will be unable to make any changes.
WHY WAS MY ORDER CANCELED?
- If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please contact us at Support@ShopVitru.com and our customer service team will ensure we process your order.
WHAT IS YOUR RETURN/EXCHANGE POLICY?
- As a customer, you have the right to return and receive a full refund or store credit on any un-opened items within 30 days of purchase. For more information see our Returns Page. Please make sure that you understand our Return Policy and ensure that all criteria are met before physically sending any items back to us.
MY ORDER HASN’T ARRIVED ON TIME, WHAT DO I DO?
- If your order has not arrived in the specified delivery time, you can track your order here to see where it is located. Sometimes orders are delayed due to customs hold ups. Please also reach out to our customer service team at Support@ShopVitru.com and we will provide you with an update.
PAYMENT & SECURITY
IS IT SAFE TO SHOP ON YOUR SITE?
- Yes. We understand that the safety of your personal information is extremely important to you. We use SSL Technology, Trustwave, and Industry Standard Firewalls to ensure your privacy and to assist in protecting your personal data.
- To protect your personal data and credit card information from unauthorized access ShopVitru.com uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.
- All of the forms on our site are secured with SSL technology so your personal information stays safe and out of malicious hands. StyleWellSpent.com servers are ALSO protected by secure firewalls—communication management computers specially designed to keep information secure and inaccessible by other Internet users. So you're absolutely safe while you shop.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
- We gladly accept Paypal & most major credit cards such as Visa, MasterCard, American Express, and Discover.
WAS I CHARGED TWICE?
- You will only be charged once. If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.
SHIPPING & DELIVERY
HOW MUCH IS SHIPPING?
- This depends on the product ordered, the total weight, and where we're shipping to. Our standard US shipping cost is $4.95 unless you order a large amount of weight. On FREE promotional items shipping starts at $8.95 as we are shipping from our different warehouses overseas.
DO YOU SHIP INTERNATIONALLY?
- We currently do not offer international shipping. This is something that will be available in the near future.
HOW DO I TRACK MY PACKAGE?
- You can check on the status of your order at any time by emailing the customer support desk at support@ShopVitru.com.
WHEN WILL MY ORDER SHIP?
- Orders ship within 1-2 business days of purchase. We ship directly from manufacturer straight to your doorstep via ePacket Standard USPS. We ship with tracking for peace of mind and our shipments go out every day of the week except Sundays and public holidays.
HOW LONG DOES IT TAKE FOR AN ORDER TO ARRIVE?
- For non-apparel items, delivery can vary and take 10-25 days. We use manufacturers all over the world to bring unique and specialty items to our customers, so not everything comes from the US. These items ship via USPS and all have tracking numbers.
I TRACKED MY ORDER AND ITS IN CUSTOMS, WHAT DO I DO?
- Some countries are known for being very slow with customs and you’re probably already aware of this issue if you live in one of these places. We're sorry that we can't put a magic stamp on our packages to help them get through faster but they will be with you as soon as possible.
- Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.
I ORDER 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?
- Since we print on demand and we have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.
PRODUCT AND WARRANTY
WHAT IS YOUR MONEY BACK GUARANTEE?
We’re so confident you’ll love your Style Well Spent items that we offer a 30 Day Money Back Guarantee on all orders starting from your purchase date. See our Refund Policy for more details or contact our customer service team at Support@ShopVitru.com
BASIC REFUND POLICY
- There are 2 types of items Vitru sells, and both have slightly different Refund Policies:
- Retail Items: These have a full 30-day refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
- Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
- For all applicable returns, please send to:
210 Santa Monica Blvd
Santa Monica, CA 90401
STILL HAVE QUESTIONS?
- Sure, no problem! Just email us at support@ShopVitru.com and we'll get back to you right away.