If your order hasn't arrived and the estimated delivery window has passed, we'll help you determine what happened and find the appropriate resolution.
First, check your tracking
Please check the latest tracking information for your order.
If tracking shows "In transit" or "Out for delivery"
Your package is still moving through the carrier network.
Tracking scans can occasionally pause for several days between facilities or carrier handoffs.
If tracking shows "Delivered"
Please first:
- Confirm the shipping address on your order
- Check around your property and any safe delivery locations
- Check with household members
- Check with neighbors where appropriate
- Check your building's front desk or mailroom if applicable
If you still cannot locate the package, contact us at support@vionb.com.
Delivered but not received
If tracking confirms delivery but the parcel cannot be located, our team may ask you to complete a Declaration of Non-Receipt.
This helps us document and review the missing-delivery case.
Please complete all required sections before returning it to us.
Depending on the circumstances, you may also be asked to provide information about any contact you had with the carrier, post office, neighbors, or building management.
A refund or reshipment cannot be approved until the required Declaration of Non-Receipt has been fully completed and reviewed.
Tracking has stopped updating
If your package has not received a tracking update for an extended period or has passed its estimated delivery window, email us with:
- Your order number
- Your shipping address
- A brief description of the situation
Our team will review the shipment and tracking history.
What happens next?
Once we've reviewed the available tracking information and any required documentation, we'll determine the appropriate resolution based on the situation.
This may include:
- Continued carrier investigation
- Replacement or reshipment
- Refund
Every case is reviewed individually.
Need help?
Email support@vionb.com with your order number.