SERVICES – FAQ
ORDERS – SHIPPING – RETURNS/EXCHANGES
Do I need to have an account to order?
No, you don’t. You can place an order as a guest. But there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password?
On My Account/Login page, click “Lost your password?” and you’ll be redirected to a page where you can create a new password.
Why does my order say “Complete” when I haven’t received it?
Don’t worry, your order is on its way! An order “Complete” means it has processed and shipped; it’s completed its journey from our warehouse to the postal services and is currently in transit.
I didn’t receive an order confirmation, did my order go through?
You’ll receive a confirmation of your order to the email address associated with your account, or to the address you entered at the checkout. If you can’t find the confirmation in your inbox, check your junk/bulk mail, the email will be from firstname.lastname@example.org. If you still cannot find anything from us, this means you input an incorrect email when placing the order; please contact us.
Can I have a discount code for my order?
You check out our latest deals and offers via website, email notification, social media. So, stay tuned!
Where do I put the promo/discount code?
Promo codes can be applied on checkout page.
How do I track my order?
We will email your tracking information as soon as your order has shipped. You can track your order if you login to your account or by sending us an email at email@example.com. You may also receive an email notification directly from our mail services/carriers (e.g. Canada Post, Purolator, etc.).
Can I cancel my order?
Because we want to get your items to you ASAP, we are unable to cancel or make changes to an order once it has been “Completed”. So, please contact us within few hours if you will change your mind. If it’s not everything you dreamed or just not the perfect fit, no problem! Simply head to our returns page for a simple refund or exchange. For further info, we are always here to help.
Do you ship to my country and how much does it cost?
We ship our infrared gloves, body supports and apparel all over the world, to many countries. If your country is on the list in the drop-down menu of the shopping cart, then we ship there. As items are placed in the cart, and the destination address is entered, you will be shown your choices of shipping options and their respective costs, before finalizing the order. Please visit our Shipping page for further details.
My order didn’t arrive when I thought it would!
Due to COVID- 19, we are experiencing longer processing and shipping times than usual. While we totally empathize arrival times are not guaranteed, and shipping costs are non-refundable. However, if you have any concerns, please contact us to find a solution that works for both of us.
When will something be back in stock?
We’re sorry we’re unable to give an exact date, but you can sign up for our newsletter to be notified when the item you are interested in is back in stock.
What’s your current return policy?
We pride ourselves on the quality of our products. If you are not completely satisfied with your purchase, you may return your item(s) usually within 30 days from the purchase date for a refund. Due to the COVID-19 (Coronavirus) pandemic we’ve temporarily extended our return policy so you can now return any new and unused products within 90 days. We will issue a full refund for the product(s) if the return meets the following requirements:
Find out more about our return policy here.
- All items must be in like-new, resalable condition and in original packaging
- Items washed, dry cleaned or otherwise handled are non-refundable
- Special orders like two left- or right-hand glove cannot be returned but we accept exchange
- Customer is responsible for cost of shipping items back to us
- Original shipping costs are non-refundable
Find out more about our return policy here.
My product doesn't fit, what now?!
We are happy to exchange your product if the size does not fit properly. Please complete the section “Exchange Merchandise” on the Return/Exchange form included with your order. If you cannot find the form or need an advice regarding the correct size, please contact us and we’d love to help you.
I am expecting a refund…How long does this take?
Once your return is received, we will notify you. Heads up—it may take up to 7 business days for us to process your return. Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will also notify you of your refund via email. After your refund has been issued by us, please allow 2 – 3 additional business days (it depends on your bank) for those funds to be posted to your account. Please note that your refund may only be credited to your original method of payment.
Is it safe to use my credit card on VeturoTharapy.com?
Of course! The safety of your personal information in extremely important to us. We use globally accepted best practice electronic security measures to protect your personal data and credit card information from unauthorized access.
What if I want to speak to someone?
We want to speak to you too! Email us at firstname.lastname@example.org with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.