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.

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, customers may use their Viliante customer account when the applicable option is available, or 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 approved increase.

After carrier acceptance or Local Delivery dispatch, cancellation or modification is not guaranteed.

Refund eligibility and refund processing related to cancellations or order changes are governed by Viliante’s Refund Policy: https://www.viliante.com/policies/refund-policy

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 packages.

When contacting Viliante, include the order number, tracking number if available, a description of the issue, and clear photographs when relevant.

Viliante will review the reported issue and, when appropriate, assist with the available next steps.

Any return or refund eligibility related to damaged, defective, missing, or incorrect items is governed by Viliante’s Refund Policy.

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.

If an order is returned to Viliante because of a failed delivery or address issue, Viliante will review the order and provide the available next steps.

Any return, refund, or related charge eligibility is governed by Viliante’s Refund Policy.