FAQ

How do I track my order?
Once your order has been processed and is ready for shipment, you will receive a tracking confirmation email from the courier.  
 
If the tracking information shows your order as delivered and you never received and/or it is being returned to our warehouse, please contact Customer Service at support@vianacare.com for assistance.
 
How can I make changes or cancel the order I just placed?
It is possible to make changes to your order or cancel it if the items have not already been packaged and shipped out. Once your order is processed in the warehouse, we cannot accept any changes or cancellations.
 
Please contact Customer Service at support@vianacare.com with your order number to change or cancel your order. 
 
How do I return or exchange an item?
Please understand that we do not accept returns or exchanges without prior return authorization. Therefore, if you need to return your order for some reason, please contact our Customer Service at support@vianacare.com first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided. Item(s) must be returned in new, unused condition in its original packaging.
 
We recommend that all returns be sent via a traceable carrier. Keep the return tracking number associated with the package you are returning to ensure that the package is returned to our warehouse and send this tracking number to your Account Manager. Please note that we do not accept C.O.D. deliveries and lost return shipments will not be refunded.
 
For more detailed information, please refer to our Return and Refund Policy 
 
Do you provide a return shipping label?
No. Returned products must be shipped at your own cost and we require that you use a traceable method of shipping. Lost return shipments will not be refunded.
 
What if I received a product that is defective or damaged?
If you have received a product that is defective or damaged, please contact customer service at support@vianacare.com no later than 3 days after delivery date. We will not be able to assist you if you report your problem later than this period. You will need to provide order details, and submit relevant pictures and/or videos that show the problem that you want to report. 
 
For more detailed information, please refer to our Return and Refund Policy
 
I am missing a product from my order, what should I do?
If you are missing a product from your order:
  • Please check the entire shipment box and its contents and compare the order received with your packing slip. If you are still missing a product, please contact Customer Service at support@vianacare.com with the order number and list of any missing products.
  • If the delivery box arrived damaged enough where a product could have fallen out, please email Customer Service at support@vianacare.com with a photograph of the damaged packaging. You will also need to provide us with an order number and a list of any missing items.
I have received the wrong product(s) in my order, what do I do?
If you have received an incorrect product, we recommend that you contact Customer Service at support@vianacare.com and give details of your order and someone will offer further assistance to help you resolve this issue.
 
How long does a refund take?
Once we receive notification from our warehouse that all goods have been returned, we will administer a refund which can take up to 14 business days; this is dependent on your bank’s processing times.
 
What currency are your prices in?
All prices are listed in US Dollars $ (USD).
 
Are the products authentic and where are they produced?
All products are produced and manufactured in South Korea and guaranteed to be 100% authentic.
 
Why are your products so cheap?
We have developed a relationship with our manufacturers and distributors; thus, we are able to sell the products at extremely competitive prices.
 
Which payment methods does Viana Care accept?
We accept payments made by credit and debit cards (Visa, MasterCard, American Express, JCB, Diners Club, MIR) through our online payment service and/or wire transfers through your bank.
 
For more information about our payment system, please refer to our article What Is Yandex.
 
What type of documents or certificates are provided with the purchased products?
All of our products are manufactured in South Korea and have the required certificates confirming their authenticity and safety. Product information or certificates can be obtained from our website and through a Sales Manager upon request.
 
What do I do if I am having technical problems with the website?
If you want to report a technical issue with using our website, please send them to the following e-mail address: support@vianacare.com.
 
How do you store botulinum toxins in your warehouse?
We take special care in handling and storing all of our products in our warehouse. Our warehouse is fully equipped with refrigerators that store products containing botulinum toxins at a temperature of 2° C to 8° C. In this condition, they can be kept in storage for up to four years (depending on each product). We also monitor the room temperature of our warehouse storage facility and any shifts in temperature are detected by an electronic thermostat. Such strict compliance with storage conditions enables us to ensure our customers that all products containing botulinum toxins are effective and safe.
 
We package and transport all products containing botulinum toxins a certain way to ensure the products stay cool.