FAQs

ORDER AND SHIPPING

How long does it take to process my order?

Most orders are processed within 1-2 business days after payment is confirmed. Orders are not normally processed or dispatched on weekends or public holidays.

Some products may require additional preparation or may display a different processing estimate on the product page. Once your order ships, you will receive a shipping confirmation email containing your tracking number or tracking link.

How much does shipping cost?

Free standard shipping is available on orders with a merchandise subtotal of US$59 or more, unless a product page or promotion states otherwise.

For orders below US$59, the applicable shipping charge will be displayed at checkout before payment.

Which carrier do you use?

We work with trusted fulfillment and shipping partners. The carrier and shipping origin may vary depending on the product, destination, available inventory, product handling requirements, and available delivery service.

Tracking information will be provided after your order has been dispatched.

How long does delivery take?

Estimated standard delivery to the United States, Canada, United Kingdom, and Australia is generally 5-8 business days after dispatch.

Some products or destinations may have different delivery estimates. The estimate shown on the product page, at checkout, or in your shipping confirmation will apply where it differs from the general estimate.

Processing time and delivery time are separate. Delivery estimates are not guaranteed arrival dates.

Why has my tracking information not updated?

Tracking information may take 24-48 hours to become available after dispatch. Occasional gaps between tracking updates are normal, particularly when a package is transferred between international and local carriers.

Please contact us if the package has passed the estimated delivery period without a meaningful tracking update.

I have not received my order. What should I do?

Please email support@vibneo.com and include your order number, full name, shipping address, and any relevant tracking information.

We will review the shipment and contact the carrier where necessary. If a package is confirmed lost in transit, we will normally provide a replacement at no additional product or standard shipping cost.

Do I need to pay taxes or customs fees?

Local VAT, GST, customs duties, import taxes, brokerage fees, or other government charges may apply depending on the destination and product type.

Unless these charges are collected at checkout, they are determined by the destination country and are the customer's responsibility.

ORDER CHANGES AND CANCELLATIONS

Can I change or cancel my order?

We begin processing orders promptly after payment is confirmed. Please contact support@vibneo.com as soon as possible if you need to change or cancel an order.

A change or cancellation may be possible if the order has not entered processing or fulfillment. We cannot guarantee changes or cancellations after processing has started or the order has been dispatched.

This does not affect any mandatory cancellation rights available under applicable consumer law.

Can I change my shipping address?

Please email support@vibneo.com immediately and provide your order number and complete corrected address.

We will attempt to update the address, but we cannot guarantee an address change after processing or fulfillment has started. Customers are responsible for checking that the shipping address entered at checkout is complete and accurate.

90-DAY VOLUNTARY RETURNS

Can I return my purchase?

Vibneo offers a voluntary 90-day return period for eligible products. The 90-day period begins on the date the order is marked as delivered.

To request a return, email support@vibneo.com before sending the product back. Our support team will provide the appropriate return instructions and return address.

Do not send a product back without authorization. Unauthorized returns may not be accepted or processed. Product-specific return exclusions may apply and will be stated on the product page or in the Refund & Return Policy.

What condition must the product be in?

To qualify under Vibneo's voluntary return policy, the product must be unopened, unused, uninstalled, unactivated, and returned in its original packaging with all seals, accessories, components, manuals, cables, mounting parts, and supplied items.

Products that have been opened, used, installed, mounted, paired, registered, activated, worn, washed, altered, damaged, contaminated, or returned incomplete may not be eligible under the voluntary return policy.

For hygiene-sensitive or personal-wear products, the packaging and hygiene seals must remain unopened and intact. These conditions do not limit mandatory consumer rights available under applicable law.

Who pays the return shipping cost?

For a voluntary return, the customer is responsible for the cost of shipping the product back to the return address provided by Vibneo.

Return shipping costs are not reimbursed unless the product arrived damaged, defective, or incorrect, Vibneo expressly agrees to cover the cost, or applicable law requires otherwise.

When will I receive my refund?

Approved refunds are issued to the original payment method after the returned product has been received and inspected.

Please allow up to 14 business days after approval for Vibneo to process the refund. Your bank, card issuer, or payment provider may require additional time to display the credit.

DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

My product arrived damaged, defective, or incorrect. What should I do?

Please contact support@vibneo.com within 14 days of delivery and include your order number, a detailed description of the issue, clear photos or video of the product, photos of the packaging where relevant, and your current shipping address.

If the claim is approved, we will normally provide a free replacement or another appropriate remedy. Please do not discard the product or packaging until your claim has been reviewed.

90-DAY LIMITED REPLACEMENT WARRANTY

Which products are covered?

Unless a product page states a different warranty period or expressly states that no voluntary commercial warranty applies, eligible Vibneo products purchased directly from Vibneo include a 90-day limited replacement warranty.

The warranty period begins on the date the order is marked as delivered and covers qualifying manufacturing defects and functional failures occurring during normal and intended use.

What does the warranty provide?

For an approved claim under Vibneo's voluntary warranty, we will normally provide a replacement of the affected product. If the same product is unavailable, we may provide a comparable replacement.

The voluntary warranty itself normally provides replacement only and does not automatically provide a cash refund. This warranty is provided in addition to, and does not limit, mandatory consumer rights available under applicable law.

What is not covered by the warranty?

The warranty does not cover accidental damage, misuse, improper installation, normal wear, cosmetic changes, unauthorized repair or modification, incompatibility with unstated devices or vehicles, use outside product instructions, water or environmental damage outside stated conditions, normal battery degradation, loss or theft, or failures caused by third-party services or accessories.

Complete exclusions and claim requirements are listed in the Refund & Return Policy.

How do I submit a warranty claim?

Email support@vibneo.com within the applicable warranty period and include your order number, a detailed description of the issue, clear photos or video, your current shipping address, and any device, vehicle, installation, charging, or troubleshooting information requested by our support team.

Please do not discard, open, modify, repair, or destroy the affected product until the claim has been reviewed.

GENERAL PRODUCT QUESTIONS

Where can I find product specifications and compatibility information?

The applicable product page contains the most relevant information about dimensions, materials, functions, compatibility, included accessories, power requirements, operating conditions, and product limitations.

Please review the complete product page before ordering. Where product-specific information differs from a general FAQ or policy, the product-specific information applies to that product, subject to applicable law.

Will every product work with every phone, vehicle, device, or accessory?

No. Compatibility depends on the product and may be affected by device model, operating system, vehicle design, dimensions, ports, voltage, charging standard, mounting location, regional version, software, account requirements, or third-party services.

Customers are responsible for checking the compatibility requirements shown on the product page before ordering.

Are batteries, power adapters, cables, mounts, or other accessories included?

Included items vary by product. The product page and package-content description state what is included. Any item not listed as included should not be assumed to be supplied.

Does the product require an app, account, subscription, or internet connection?

Requirements vary by product. Some products work independently, while others may require a compatible app, account, Bluetooth connection, internet access, mobile data, software update, vehicle connection, or third-party service.

Please review the product page before purchasing.

Can I use the product outdoors or around water?

Only use a product outdoors, in wet conditions, or around water where the product page or instructions expressly state that the product is suitable for that use.

Water resistance, weather resistance, and durability ratings apply only under the stated conditions and may decrease with wear, impact, incorrect installation, damage, or age.

Why might my product look slightly different from the images?

We make reasonable efforts to display products accurately. Minor variations may occur because of screen settings, lighting, production batches, packaging updates, supplier updates, or ordinary manufacturing tolerances.

A variation that materially affects the advertised function or specification should be reported to support@vibneo.com.

Where are Vibneo products shipped from?

We work with trusted fulfillment partners in different locations. The shipping origin may vary depending on the product, destination, available inventory, and fulfillment capacity.

Every dispatched order includes tracking information.