What is the estimated shipping time?
On average it will take 6 business days for packages to arrive at our customers’ location worldwide.
Unfortunately, with the ongoing COVID-19 pandemic it may take up to 7-8 business days.
In case the customer lives in a remote area the shipping time is dependent on the local logistics courier schedule.
How do I track my order?
Once your order has been processed and is prepared for shipment, you will automatically receive a confirmation email with the tracking number from the logistics provider.
Please make sure to check your spam inbox as well.
If you have not received an email with tracking information within 5 business days of placing your order, please contact us at [email protected].
Can you put products together in an icebox or add additional ice packs?
Please leave a note in the comment area (shown as highlighted in the attached picture) during the checkout process.
Our logistics department will prepare your parcel according to your request.
*Please note that we can not guarantee the request will be fulfilled when there is no note left in the comment section.*
What if the ice pack is warm when I received my parcel?
Our warehouse makes the preparations for the icebox or ice packs just before packing the order. The ice might have melted during shipment but since it is insulated well and there is no opportunity for air to get inside, the temperature remains below 8°C which is an acceptable temperature for up to 7-8 days. In some cases with products such as Innotox, their manufacturers informed us that it has heat resistance and it can be stored* up to 40°C as it is already diluted. (*It is still highly recommended to store the product in the fridge upon receipt of your package) Please check your ice-cooled products specific requirements in their dedicated product description or contact us if you are unsure about how to store your product.
My package status says “Delivered“ but I did not receive anything
If the tracking information shows your order has been delivered but you never received it, please make sure it’s been more than 7 days since you received the tracking info.
Before reaching out to us, please follow the steps below:
- Check the shipping status on the logistics provider website
- Note down the delivery date and time
Get in touch with your local logistics provider office
- If possible request direct contact information of the designated courier at that time
If the steps above do not provide a solution, please contact us at [email protected].
What if my package gets seized by customs?
In rare situations, packages may be held in customs.
If a package is stopped in customs, we advise you to contact your local customs office and either request to have the package released (usually by paying an import tax fee) or reject it and have it returned to the sender (Filler House).
Once we receive the returned package, we will either resend the package once more free of charge or refund the amount of the products, according to the customers’ preference.
If you would like a refund on returned products, we will refund the price of the products with the original delivery fee deducted.
Please note we only make a refund if we receive the returned package – we do not take responsibility for seized goods.
Will there be an import tax?
Depending on the content(s) and size of your order, your order may be subject to an import tax fee.
We advise you to contact your local customs office to inform about any potential import tax fees your order might be eligible for.
Please note that Viana Care has no influence over these import tax fees and that this is not done by us or our logistics provider and that we do not take responsibility for import tax fees or seized goods.