Help Center

Welcome to the Hello Vibro Help Center.

Below you’ll find answers to common questions about orders, shipping, returns, payments, and support.

If you need further assistance, please contact us at :

contact@hellovibro.com.

Shipping & Delivery

Do you ship internationally?

Yes. We offer shipping to eligible destinations, including the United States and select international countries. Shipping availability depends on the destination country.

If your country appears as an available option during checkout, this means we currently ship to your location.

How long does delivery take?

Estimated delivery time is 2–7 business days, depending on the delivery location, destination country, and carrier conditions. Delivery times are estimates and are not guaranteed.

How long does it take to process an order?

Orders are typically processed after payment confirmation. Processing time may vary based on order volume, product availability, and operational considerations. Orders are not shipped on weekends or public holidays.

Do you provide tracking information?

Tracking information may be provided depending on the shipping method used. If tracking is available for your shipment, it will generally be sent by email once the order has shipped. Please allow some time for tracking to update after shipment.

What if my package is delayed?

Carrier delays can occur due to weather, operational constraints, or other factors outside of our control. If your order appears delayed beyond the estimated delivery timeframe, please contact our support team. We can help review shipment status and available carrier updates.

What if my package shows “delivered” but I didn’t receive it?

If a carrier indicates a package was delivered but you cannot locate it, we recommend:

  • Checking around the delivery location (front desk, mailbox area, side door, etc.)
  • Asking household members or neighbors if they accepted it
  • Verifying the shipping address on your order confirmation

If you still cannot locate the package, contact our support team. We may request additional details to assist with the review.

Can I change my shipping address after placing an order?

If your order has not yet been processed for shipment, we may be able to update the shipping address. Please contact us as soon as possible after placing your order. Once an order has shipped, we may not be able to change the delivery address.

Where can I find full shipping terms?

Please review our Shipping Policy for full details.

Returns & Refunds

What is your return window?

Returns are accepted within 30 days of delivery, in accordance with our Return Policy.

What condition must items be in to qualify for a return?

To be eligible for a return, items must be:

  • Unused and unworn
  • In original condition
  • Returned in original packaging

Returns that do not meet these conditions may not be eligible.

How do I start a return?

Please contact our customer support team before sending any items back. Once your request is reviewed, we will provide return instructions.

Do you provide return labels?

Return shipping costs are generally the customer’s responsibility unless otherwise stated. If return label options are available for your situation, our support team will provide the applicable instructions.

When will I receive my refund?

After we receive and inspect your returned item, we will notify you regarding approval. If approved, refunds are issued to the original payment method. Processing time may vary depending on your payment provider and financial institution.

Do you offer exchanges?

We do not offer direct exchanges. If you wish to replace an item, please return the original item (if eligible) and place a new order.

What if my item arrives damaged or incorrect?

If you receive an item that is damaged or incorrect, please contact us promptly so we can review the issue and assist you. We may request photos or other details to evaluate the situation and determine the appropriate resolution.

Where can I find full return terms?

Please review our Return Policy for full details.

Payments & Security

What payment types do you accept?

We accept standard online payment methods offered through our checkout. Available options may vary depending on your location and device.

Are payments secure?

Yes. Payments are processed securely through our online checkout using established payment providers. We do not store full payment card details on our servers.

Do you offer subscriptions or recurring billing?

No. All purchases are one-time transactions. We do not offer subscriptions, memberships, or recurring billing.

Will I receive an order confirmation?

Yes. After placing an order, you should receive an order confirmation email. If you do not see it, please check your spam/junk folder and confirm that your email address was entered correctly at checkout.

Do you charge sales tax?

Any applicable taxes are calculated and displayed at checkout, in accordance with relevant tax rules based on your shipping destination.

Orders & Account

Can I cancel or modify my order?

If your order has not yet been processed for shipment, we may be able to assist with changes or cancellation. Please contact us as soon as possible after placing your order. Once an order has shipped, it cannot be cancelled.

I entered the wrong address—what should I do?

Contact us immediately. If the order has not shipped, we may be able to update the address. If the order has already shipped, address changes may not be possible, and delivery outcomes will depend on the carrier.

My order is missing an item—what should I do?

If you believe something is missing, please contact support with your order number and a brief description of the issue. We will review the order details and assist you.

Product & Care

Are your products intended for regular use?

Our wellness accessories are designed for regular use. For best results, we recommend following basic care guidelines and handling items with care.

Do I need special care for my product?

No special care is required. Basic care is recommended, such as avoiding prolonged contact with harsh chemicals and storing the item properly when not in use.

Customer Support

How can I contact you?

You can contact us via live chat or email at contact@hellovibro.com. You may also use our Contact Us page.

When will I receive a response?

Customer support is available daily via live chat or email, with responses typically provided within 24 hours.

I still need help—what should I include in my message?

To help us assist you quickly, please include:

  • Your order number (if applicable)
  • The email address used at checkout
  • A brief description of the issue
  • Photos (only if relevant, e.g., damaged item)
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