Shipping & Returns

Eligible orders within Viliante’s approved local delivery area receive Free Local Delivery and are delivered directly by Viliante within 3–4 business days after order confirmation.

Local Delivery does not include third-party carrier tracking. Customers may contact Viliante by telephone or email for delivery updates.

Cancellation, quantity-change, or address-correction requests must be submitted by telephone or email before the order is dispatched. All requests require confirmation from Viliante.

California orders outside Viliante’s local delivery area are shipped through USPS, UPS, FedEx, or another available carrier.

Orders containing fewer than 20 packages are offered paid shipping options. Orders containing 20 or more packages qualify for Free California Delivery. Available expedited services may be selected for an additional charge.

Shipping charges and estimated delivery dates are displayed at checkout before payment.

Orders outside California are shipped through USPS, UPS, FedEx, or another available carrier and do not qualify for Free California Delivery.

Available paid shipping services, charges, and estimated delivery dates are displayed at checkout before payment.

Third-party carrier shipments generally arrive within 3–7 business days after the carrier physically accepts and scans the package. Under normal delivery conditions, delivery is expected within 14 calendar days after carrier acceptance.

Tracking information is provided after the shipment is processed. Creating a shipping label does not mean that the carrier has accepted the package, and tracking updates may not begin until the first carrier scan.

Local Delivery orders do not include carrier tracking because they are delivered directly by Viliante.

If a third-party shipment has not arrived within 14 calendar days after carrier acceptance, contact Viliante with the order number and tracking number.

Carrier deliveries may be delayed by severe weather, natural events, peak-season volume, transportation disruptions, address problems, unsuccessful delivery attempts, restricted access, government actions, or other circumstances outside Viliante’s reasonable control.

Viliante cannot guarantee third-party carrier delivery dates or accept responsibility for indirect or consequential losses caused solely by such delays.

Customers should contact Viliante when tracking shows a delivery exception or the package appears lost. Viliante will review the shipment and, when appropriate, assist with a carrier investigation or claim.

All Viliante orders are reviewed and processed manually. Payment confirmation means that the order has been received, but it does not mean that the package has been shipped or dispatched for Local Delivery.

Customers are responsible for providing a complete and accurate delivery address, email address, and telephone number.

Viliante is not responsible for delays, failed delivery, additional carrier charges, or return-to-sender costs resulting from incorrect or incomplete customer-provided information.

To request a cancellation, quantity change, address correction, or another order modification, contact Viliante by telephone or email as soon as possible. A request is not approved until confirmed by Viliante.

Third-party carrier orders may generally be changed or cancelled before the package is physically accepted and scanned by the carrier. Local Delivery orders may generally be changed or cancelled before dispatch.

Quantity changes may affect the product total, shipping charge, taxes, package configuration, and estimated delivery date. Additional payment may be required for an increase, while an approved decrease may result in a partial refund.

After carrier acceptance or Local Delivery dispatch, cancellation or modification is not guaranteed. Original shipping charges and applicable interception, rerouting, address-correction, return-to-sender, or redelivery fees are generally non-refundable for customer-requested changes or cancellations.

Eligible products may be returned within 30 days of delivery when they are new, unused, unopened, and in their original packaging.

Because Viliante disposable towels are hygiene products, opened retail packages are not eligible for return unless the product is defective, incorrect, damaged, or required to be accepted under applicable law.

All returns require prior authorization from Viliante.

Contact Viliante promptly if an order arrives damaged, incomplete, defective, or incorrect, or appears to be lost in transit.

For visible shipping damage, photograph the outer package and shipping label before opening it. If safe, carefully inspect the contents without using the products or opening damaged or questionable sealed Viliante retail packages.

Keep the product, shipping carton, label, internal packaging, and packing materials. Email Viliante the order number, tracking number, description of the issue, and clear photographs.

After review, the available resolution may include replacement, reshipment, return authorization, partial refund, or full refund.

If carrier tracking shows that a package was delivered but it cannot be located, first check the delivery area, household members, neighbors, building staff, secure locations, and any carrier notice.

Then contact Viliante promptly with the order number and tracking number so that the delivery information can be reviewed and, when appropriate, a carrier investigation can be initiated.

A delivered tracking status does not automatically guarantee a refund or replacement.

Customers are responsible for providing an accurate address and ensuring that the delivery location can receive the order.

If delivery fails because of an incorrect or incomplete address, refusal, restricted access, recipient unavailability, repeated unsuccessful attempts, or failure to collect the package, the order may be returned to Viliante.

After the returned order is received and inspected, Viliante may offer reshipment or issue an applicable refund. Original shipping charges, return-to-sender fees, address-correction fees, redelivery fees, and new shipping charges may be deducted or charged to the customer where permitted by law.

Customers are responsible for return shipping costs for change-of-mind returns, ordering errors, or customer-provided address errors.

Viliante will provide or reimburse the approved return shipping method when the return results from a verified Viliante error, defective product, incorrect item, or qualifying shipping damage.

Original shipping charges are generally non-refundable unless the issue results from a Viliante error or applicable law requires otherwise.

Approved refunds are issued after the returned product and supporting information, when required, have been received and reviewed.

Refunds are normally issued to the original payment method. The time required for the funds to appear depends on the payment provider or financial institution.

Submitting a cancellation, return, delivery claim, or refund request does not automatically guarantee approval. Each request is reviewed according to the order records, tracking information, product condition, supporting evidence, this policy, and applicable law.