FAQ

We’re Here to Help!  See our FAQ questions and answers below but if your query isn’t there, please contact us.
Your Account:
How do I create an account?
  • Simply visit the create an account page, enter your name and email address and set a password.  Don’t forget to sign up for our newsletter by ticking the box so you can receive all of the latest offers and you’ll get an 8% discount on your first purchase.
Why do I need an account?
  • Creating an account means you can order your favorite products quickly and easily whenever you shop with us.  This is because your purchase history and delivery details are instantly saved.
 
I forgot my password!
  • Click on reset your password found on the log in page.  We’ll send you an email telling you how to set up a new password.  If you don’t receive an email, just contact us and we’ll reset your password for you.
How do I update my details?
  • Sign into your account and you can change your details including your contact details, account information, password, shipping and billing address.
I want to unsubscribe
  • No problem, unsubscribe from our emails by clicking the unsubscribe link at the bottom of the email page.  We’ll be sad to see you go.
Using our Store
How do I apply a coupon code?
  • Simply go to your shopping cart and find the discount code area.  Then, enter your code in the box.  Once you click “apply coupon” the offer will instantly be added to your order.  Offer codes are case sensitive and all codes are only available for a limited period, subject to availability.  Offers cannot be combined unless otherwise noted. If you have difficulties applying an offer code, please contact customer services.
Where do I get a coupon code?
  • The best way to receive our coupon codes is to sign up for our newsletter and emails, follow us on Facebook and Twitter too as we often post offers on social media.
How do I make payments?
  • VIICode.com is an online store only.  We accept PayPal payments and you may select the PayPal method that suits you best at checkout.  VIICode does not accept any payments made in advance or card payments made over the telephone.
  • We accept PayPal, it’s a fast and safe way to pay and get paid online
  • All transactions are encrypted for your safety
  • Your PayPal will not be debited until your order has been dispatched
  • If the PayPal transaction is approved, the amount will be reserved immediately and you will receive an order confirmation via email, your card will be debited once your order is shipped
  • If you return any items, the balance will be refunded back onto your card
  • If your PayPal transaction is not approved, your order will be cancelled.  Please contact your card provider if you have further questions regarding a rejected transaction
Is sales tax included in my order?
  • Sales tax will only be applied to your order when you checkout, only if it is applicable.  Note, all prices are quoted excluding sales taxes.  
I’m having trouble using the website
  • Please get in touch with us, we will be happy to help fix any problems or take your order over the telephone.
Shipping and Delivery
When will I receive my order?
  • Depending on your location, your order should arrive in 2-6 business days from the time that it is marked as complete. We cannot guarantee or provide a day of the week or time of day for delivery.
  • Currently, we can only accept orders that are billed and shipped to locations in the United States (including Alaska, Hawaii, PO boxes, and U.S. Territories). Orders are usually fulfilled within 48 hours, exclude federal holidays and weekends.
What is the shipping cost?
  • We offer free standard shipping via USPS on all domestic orders.
Do you ship to Alaska, Hawaii and the US Territories?
  • Yes, we ship to Alaska, Hawaii and U.S. Territories.
Can I send my order overseas?
  • Orders placed on our US website, VIIcode.com, can only be delivered to a US address.
What if I need to change my order?
  • Orders cannot be cancelled or changed once placed online. This is because your online order is sent to our warehouse where it immediately enters the order fulfilment process. However, you may return order for a refund.
What happens if I want to return my order?
  • See returns and exchanges for information about sending products you’ve ordered back to us.
Can I track my order?
  • Yes. Once we’ve shipped your order, we’ll send you an email with your tracking details. Please check your junk box if you can’t find it in your inbox. Please be aware that tracking information can sometimes be delayed.
Returns and Exchanges
How do I return a product?
  • As part of our commitment to customer service, VIIcode offers a fair return policy. If you are unsatisfied with any product purchased through our site that has been unopened or opened, you may return your item(s) for a refund within 45 days of receiving your purchase. If more than 30% of the product has been used, no refund can be given. Thank you for your understanding.
  • Please be advised that a Return Authorization Number is required for all returns. Any returns sent to us without a Return Authorization Number cannot be accepted. Return acceptance is at the sole discretion of VIIcode. Please send an email with subject RETURNS & EXCHANGES to service@viicode.com to obtain a Return Authorization Number.
 
  • If returning an item(s), you must include all parts, pieces and printed materials in order to be eligible for a refund. To ensure that your returns are received by VIIcode, please add postal insurance via your preferred mail delivery service.
  • All returns should be addressed to:

  • Viicode.com
    Returns Department
    1357 County Road 3500
    Lovelady, TX 75851
  • If items received are damaged, please refer to ‘Damaged Items’ below.
  • Your return and exchange will be processed promptly and will be shipped via standard ground shipping(USPS). Processing and transit time for exchange packages is usually 7-10 business days from receipt of product. Business days are from Monday to Friday, excluding federal holidays within the Unite States. An email will be sent to confirm the receipt and processing of your return request.
  • Please note: Only products purchased on VIIcode.com online store may be returned for refund or exchange. Return shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance.
  • If you have any questions about returns, please contact us via email at service@viicode.com or by phone at 646-475-2198.
When can I expect my refund or exchange?
  • All returns will be credited back to your PayPal account within 10-12 business days of our warehouse receiving your return.
What if my order was incorrect or the product received was damaged?
  • When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage has occurred to the item(s) in your shipment, please contact us immediately at SERVICE@VIICODE.COM.
  • Please provide the order number along with your email address and phone number for fast service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.
GENERAL
How often should I use the oxygen eye mask?
  • We recommend use 2-3 times a week.
How often should I use the oxygen eye cream?
  • We recommend everyday use both in the morning and in the evening
What happens if I put the eye pads on mistakenly much more than 8 hours?
  • The mask won’t stay at the place and will fall off when used for more than 8 hours. The mask are completely safe to use.

     

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