FAQs

Orders are typically dispatched within 24 hours of purchase. Please note that processing times may vary during peak seasons.

You will receive a confirmation email with tracking information once your order has been shipped.

Once your order has been dispatched, estimated delivery within the UK is 5-7 business days.

Delivery times may vary depending on the carrier and during peak seasons.

Yes, you may request an update to your shipping address after placing your order.

To request a change, please contact our customer support team at [email protected] as soon as possible.

Please note:

• You have up to 1 hour after placing your order to review and confirm your shipping address.
• After this time, the order will be considered confirmed and processed for shipment to the address provided.

While we will always do our best to assist you, we cannot guarantee that address changes can be made once the order has been placed, especially if it has already been processed or sent to fulfillment.

If an order cannot be delivered due to issues such as an incorrect address, recipient unavailability, or other carrier-related factors, the shipping carrier will typically attempt delivery up to three times. If unsuccessful, the shipment will be marked as “Return to Sender” and sent back to the original warehouse.

Orders WITHOUT Onward Shipping Protection.

Re-shipments: If you request a re-shipment, we can process it once the order is officially marked as “Return to Sender.”
Please note that an additional shipping fee will apply, as Vibro Sculpt is not responsible for delivery issues caused by incorrect address details or recipient availability.

Refunds: If you prefer a refund instead of a re-shipment, it will be processed only after the returned package is received and marked as “Delivered.” Original shipping costs will be deducted from the refund.

Orders WITH Onward Shipping Protection.

If you purchased Onward Shipping Protection, you may be eligible for a reshipment at no additional cost when a package is marked as “Return to Sender.”

Eligibility

• The tracking must confirm the “Return to Sender” status.
• The issue must not be caused by: an incorrect address provided at checkout  or refusal to receive the package.

How it works

• Once the shipment is confirmed as “Return to Sender,” please contact our customer support team at [email protected] as soon as possible to submit your claim.
• Submission window: Up to 30 days after the status is confirmed.
• Response time: Up to 15 days from claim submission.

If approved, Onward will cover the reshipment of your order at no additional cost.

Additional Information

The following conditions apply to orders without Onward Shipping Protection:

• Delivery attempts and return timelines may vary depending on the carrier.
• We are not responsible for delays related to the return process.
• We are not liable for delivery issues caused by incorrect address details or recipient unavailability.
• Orders confirmed as delivered by the carrier are not eligible for refunds under this policy.
• Return-to-sender cases may require additional shipping fees for re-delivery.

If your tracking information shows that your order was delivered but you have not received it, we recommend the following:

• Check with other members of your household 
• Ask your neighbors 
• Look around your property (e.g., porch, mailbox, reception area) 
• Contact the shipping carrier directly to confirm delivery details 

Orders WITHOUT Onward Shipping Protection.

Delivered orders: If the carrier confirms that the package was successfully delivered, we are unable to take responsibility for the shipment, as delivery has been completed by the carrier.

Stolen packages: In cases where a package is reported as stolen after delivery, this falls outside of our standard shipping coverage, and we are unable to offer refunds or replacements.

Lost packages (not delivered): If the order has not been delivered and is officially marked as lost by the carrier, the case may be reviewed to determine a possible resolution.

Important Notice

Each situation is evaluated on a case-by-case basis. If you believe your case requires further review, please contact our customer support team at [email protected].

We recommend reporting any delivery-related issue within 7 days from the delivery date.
 Requests submitted after this period may not be eligible for investigation or resolution.

Orders WITH Onward Shipping Protection.

If you purchased Onward Shipping Protection, your order may be eligible for support in cases of missing, lost, or stolen items.

Missing Items

• Claims can be submitted 2 days after the order is marked as delivered.
• Claims must be submitted within 15 days from the delivery date.
• You may be required to provide photographic proof, including images of the packaging.
• If the package shows signs of tampering, the claim may be treated as a stolen package claim.

Stolen Packages

• Claims must be submitted no earlier than 48 hours after delivery, and no later than 15 days from the delivery date.
• If a package is marked as delivered but cannot be found, it may be considered stolen after review.
• If the correct address was provided but the package was delivered to the wrong location, it may also be treated as a stolen case. 

How it works?

• Please contact our customer support team at [email protected] as soon as possible to initiate your claim. 
• Customer response time: You must provide all requested information within 15 days, or the claim may be marked as ineligible.
• Review time: Claims may take up to 30 days to be reviewed and resolved.

Claim Resolution

• Approved claims for stolen or missing items are typically resolved through a replacement or store credit.
• Refunds to the original payment method may not be available depending on the case.

Additional Information

The following conditions apply to orders without Onward Shipping Protection:

• Delivery confirmation by the carrier is considered final.
• Post-delivery incidents such as theft are not covered under standard shipping.
• Claims reported outside the recommended timeframe may not be eligible for review.
• Delivery issues may require direct follow-up with the carrier.

If your order arrives damaged or defective, contact our Customer Service team within 7 days of delivery. Depending on the circumstances, we'll work with you to resolve the issue, which may include a replacement or refund.

Onward is an optional protection service available at checkout that adds an extra layer of security to your order. By adding Onward Protection, your shipment is covered against common delivery issues such as loss, theft, or damage.

At Vibro Sculpt, we partner with Onward to provide a smoother and faster resolution if something goes wrong, helping you avoid delays and additional costs.

Adding Onward Protection is a simple way to shop with confidence and peace of mind.

When you purchase Onward Package Protection, you may be eligible to receive 10% cashback to use on future purchases.

How it works

• Cashback is issued 30 days after your purchase, provided eligibility requirements are met.
• The amount is provided as store credit.
• This credit can be used toward future purchases on our website.

Important details

• Cashback is not issued as a refund to your original payment method.
• It can only be used for future orders.
• Eligibility may depend on the type of claim and resolution provided.

When is a package considered stolen?
Onward may consider a package as stolen if it is marked as delivered but cannot be located. This also includes cases where the correct address was provided at checkout but the package was delivered to the wrong address.

When can I submit a claim?

• A claim can be submitted after 48 hours from the delivery date
• Claims must be filed within 15 days of delivery
• It’s recommended to wait at least 5 days after delivery to allow time in case the package was misplaced or misdelivered
• Response time: Up to 30 days from claim creation

What should I do before submitting a claim?

• Check around your home (porch, mailbox, reception area)
• Ask neighbors or household members
• Check with your building or mail room if applicable

Additional information

• Onward may request additional documentation to process your claim
• In certain cases, Onward may file a police report on your behalf

How will my claim be resolved?

• Approved claims will be resolved with a replacement or store credit.
• Refunds to the original payment method are not available for stolen claims.

What is considered damage?
An item is considered damaged if it is unusable due to visible issues such as breakage, cracks, or structural damage.

What is not covered?

• Cosmetic damage (scratches, dents, etc.).
• Manufacturing defects.
• Packaging errors or unsealed items.

When can I submit a claim?

• Claims must be submitted within 15 days of delivery.
• Response time: Up to 15 days from claim creation.

What do I need to submit a claim?

• Photo evidence of the damaged item.
• Additional documentation may be requested if needed.

Do I need to return the item?

• In most cases, you do not need to return the damaged item unless instructed otherwise.

When can I submit a claim?

• Claims can be submitted 2 days after the full order is marked as delivered.
• Claims must be filed within 15 days of delivery.

What do I need to submit a claim?

• Photo evidence of the package (if requested).
• Additional verification may be conducted with the merchant.

Important to know

• If the package appears to have been tampered with, the claim may be reviewed as a stolen package case.

What is covered?
Coverage applies to issues that occur during normal product use.

• Durable goods: Covers issues such as breaks, cracks, or mechanical failures during normal use.
• Consumable goods: General dissatisfaction after use may qualify

Manufacturing defects are not covered.

How will my claim be resolved?

• Replacement.
• Store credit (at Onward’s discretion).

Important limitations

• Only one item per product type/order is covered.
• This does not replace manufacturer warranties.
• Does not apply if the product qualifies under the merchant’s return policy.

When can I submit a claim?

• Submission window depends on the Satisfaction Guarantee Window shown at checkout.
• Response time: Up to 15 days from claim creation.

What is considered “stuck in transit”?

• No tracking updates for 10 days (domestic orders).
• No tracking updates for 20 days (international orders).

When can I submit a claim?

• Claims can be submitted after the inactivity period.
• Claims must be filed within 30 days after the inactivity window begins.

Important to know

• Delays caused by customs are not covered.
• You may be asked to confirm your shipping address before the claim is processed.

We accept the following credit and debit cards:
Visa, Mastercard, American Express, Discover, UnionPay, JCB, Elo, and Diners Club.

We also accept alternative payment methods such as:
Shop Pay, Cash App, Afterpay, PayPal, Google Pay, and Crypto (USDC).

Available payment options may vary depending on your location and will be displayed at checkout.

If the page is freezing, please try clearing your browser’s cache and cookies, closing all tabs, and refreshing the page.

If the issue persists, we recommend taking a screenshot or a short video of the problem and contacting our customer support team for assistance at [email protected].

Your payment information is fully secure when you shop with us.

We use SSL (Secure Sockets Layer) encryption to protect your data during transmission. This ensures that all sensitive information, such as your credit card details, name, and address, is encrypted and protected from unauthorized access.

All transactions are processed through trusted and secure payment providers, following industry-standard security practices.

You can shop with confidence knowing that your personal and payment information is protected at every step of the checkout process.

For immediate payments, your card will be charged once the transaction is authorized, and you will receive a confirmation email.

For Buy Now, Pay Later options such as Shop Pay or Afterpay, you will receive an invoice with payment details within 24 hours.

What you’re seeing is most likely a temporary authorization hold from your bank to verify that sufficient funds are available.

This is not an additional charge. The hold will be automatically released once the payment is successfully processed.

If you experience any issues or have further questions, please contact our customer support team at [email protected].

You can use your gift card during checkout by following these steps:

1. Add your items to the cart and proceed to checkout.

2. In the payment section, locate the field labeled “Discount code or gift card.”

3. Enter your gift card code exactly as provided and click “Apply.”

4. Once applied, the gift card balance will be automatically deducted from your total.

5. If your order total is higher than your gift card balance, you can complete the remaining amount using another payment method.

You can apply a promo code during checkout by following these steps:

1. Add your items to your cart and proceed to checkout.
2. In the payment section, find the field labeled “Discount code or gift card.”
3. Enter your promo code and click “Apply.”
4. Once applied, the discount will be automatically reflected in your order total.
5. Continue to complete your payment.

Important notes:

• Promo codes must be entered during checkout and cannot be applied after the order is placed.
• Only one promo code can be used per order.
• Some promo codes may have specific conditions or restrictions.

If you file a dispute or chargeback with your bank, the resolution process typically takes between 75 and 90 days.

Please note that during this time, any processes initiated with us (such as returns, exchanges, or warranty claims) will be temporarily paused until a final decision is made by your bank.

Returns and exchanges are subject to eligibility and must meet our return requirements.

• Orders without Onward Protection: Requests must be made within 30 days from the delivery date.
• Orders with Onward Protection: Requests must be made within 90 days from the delivery date.

Requests submitted after these periods will not be eligible.

To initiate any return request, please contact our Customer Experience Team at [email protected] so we can guide you based on your specific case.

Orders WITHOUT Onward Protection

Please note that returns are not typically accepted for orders without Onward Package Protection.

However, in exceptional cases where a return is approved:

• The customer is fully responsible for the return shipping cost to our warehouse in the United States 
• Original shipping fees are non-refundable 
• A 30% restocking fee will be deducted from the refund 
• Refunds are issued only after the item has been received, inspected, and approved

All return requests are reviewed on a case-by-case basis, and approval is not guaranteed.

Orders WITH Onward Protection

If you purchased Onward Package Protection, your return may be handled through Onward:

• Onward may provide a return label for the shipment.
• Onward will manage the resolution process, which may include a replacement, store credit, or refund depending on the case.
• All claims are reviewed and approved before any resolution is issued.

Refund details (Onward)

• If a refund request is approved, the Onward Protection cost is non-refundable.
• Refunds are issued to your original form of payment.
• Refunds are not applicable for stolen or “delivered but not received” claims.
• Once approved, refunds are typically processed within 5–7 business days .

Please note that Onward coverage depends on eligibility and the type of issue reported.

Product Condition Requirements

If a return is approved, products must:

• Be in reasonable condition.
• Include all original components, accessories, and packaging.

If these conditions are not met:

• A partial refund (up to 50%) may be issued, or the return may be denied after inspection. 

Important 

Vibro Sculpt is not responsible for lost or damaged return shipments sent by the customer 

• Refunds are processed only after the item has been received and inspected.
• Once approved, please allow 7–10 business days for the refund to be processed (non-Onward cases).
• Flash Sale items are final sale and cannot be returned.
• Vibro Sculpt reserves the right to limit or deny returns in cases of excessive, fraudulent, or abusive activity.

• We do not accept returns as standard policy. However, in certain cases, return requests may be reviewed and approved at our discretion.
• If a return is approved, the customer will be responsible for covering the return shipping cost to our warehouse in the United States.
• A 30% restocking fee will be deducted from the total refund amount.
• Shipping, taxes, duties, and handling fees are non-refundable.
• Returned items (if approved) must be in reasonable condition, including all original components and packaging. Items showing signs of excessive wear, damage, or missing parts may be subject to partial refunds or denial.
• All return requests must be submitted with proof of purchase.
• Personalized items, refurbished devices, and final sale products are not eligible for return.
• Excessive or abusive return requests may result in future requests being denied at our discretion.

If you need help with your order, including questions about returns, exchanges, or product issues, please contact our Customer Experience Team at: [email protected]. 

Our team will review your case and provide you with the appropriate steps based on your situation.

• Unless otherwise specified, product prices already reflect discounts.

• All offers are available while supplies last.

• Offers are not valid on prior purchases, taxes, or shipping and processing charges.

• Customers are responsible for paying applicable sales tax.

• Only one discount code can be applied per purchase.

• Promotions have no cash value and cannot be exchanged for cash.

• Offers cannot be sold or bartered.

• Promotions are void where prohibited, taxed, or otherwise restricted by law.

• Returning any part of the purchase will result in the loss of the promotional offer or a charge equal to the value of the offer.

• Vibro Sculpt reserves the right to end or modify any promotion at any time.

• Promo codes are not valid for past orders and cannot be added later by you or Customer Service.

• Additional restrictions may apply.

• Free gifts are available only while supplies last.

• Limit one (1) free gift per order.

• A minimum purchase is required to qualify for a free gift (if applicable).

• Free gifts are automatically added to your cart once the threshold is reached.

• Free gifts are subject to change without prior notice.

• Additional restrictions may apply. 

• We do not accept returns as a standard policy. However, in the event that a return request is approved, any free gift included in the order must also be returned.
• The free gift must be returned in new, unused condition, including any original packaging, tags, and/or seals (if applicable).
• If the free gift is not returned, or is returned in unacceptable condition, the full retail value of the free item will be deducted from the refund.

This Guarantee does not cover: (i) products purchased from unauthorized resellers or distributors; (ii) products that have been subjected to abuse, misuse, negligence, accident, alteration or accidental damage, including, but not limited to, contact with liquid; (iii) products that have been used for purposes other than those for which they were designed or intended; (iv) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (v) to defects caused by normal wear and tear or otherwise due to the normal aging of the product, including, but not limited to noise; (vi) any damage resulting from failure to follow product instructions, improper usage, or failure to perform routine maintenance; (vii) products sold “AS IS” or similar notions and does not cover consumable parts such as charging cables, removable components of the device, storage pouches, or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship; (viii) unauthorized repairs or modifications; or (ix) if any serial number has been removed or defaced from the product. When a product or part is exchanged, the original item becomes Vibro Sculpt’s property.

This Guarantee does not apply to any non-branded products. Vibro Sculpt does not warrant that the operation of its products will be uninterrupted or error-free. Vibro Sculpt is not responsible for damage arising from failure to follow instructions relating to the product’s use.

For Customers, who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by this Guarantee are in addition to all rights and remedies conveyed by such consumer protection laws and regulations, including but not limited to these additional rights. For a full understanding of your rights, you should consult the laws of your country, province, or state.

Yes, our device uses FDA-registered technology to ensure safe and effective body sculpting.

The voltage does change in countries such as those in Asia and Europe. We recommend double-checking the specific region you will be traveling to since voltage and outlets can vary. Typically, types C, E, and F outlets are the most common in these regions.

Both devices are designed for use on areas such as the thighs, glutes, arms, and abdomen. Avoid applying the device to sensitive areas like the face or neck, and always follow the provided instructions to ensure safe and effective use.

For optimal results, we recommend using the device on each body area for up to 15 minutes per session.

For best results, we recommend using either device for 15 minutes per body area, 3–4 times per week. Consistency is key to achieving noticeable improvements. Always follow the user manual for proper usage and safety guidelines.

Some areas, such as the back, may be slightly more difficult to target due to their shape and accessibility. However, with regular use and proper technique, most users quickly become comfortable using the device effectively.

• Purchase from Our Official Website: To guarantee you are buying an authentic Vibro Sculpt product, visit www.vibrosculpt.com.
• Check the Packaging: Look for high-quality materials, clear branding, and logos. Counterfeit items often have poor-quality packaging, misspellings, or inconsistent branding.
• Verify the Serial Number: Confirm the product’s authenticity with our support team using the serial number.
• Examine Product Quality: Counterfeit products typically have low quality, poor finishes, or noticeable defects.
• Compare Prices: Authentic Vibro Sculpt products are consistently priced across official and authorized channels; significantly lower prices may indicate a counterfeit.

Each pad enhances the treatment experience by serving a specific function—sculpting, tightening, or smoothing the skin. The White Pad is an all-around pad designed to sculpt the body with a soft, towel-like texture. Blue Pad is softer and silkier, focusing on tightening the skin, and ideal for targeted areas. Lastly, the Orange Pad is perfect for use with gels and oils, providing a smooth and silky feel to the body.

We suggest washing the pads every 5 uses. This prevents them from becoming oversaturated or too dirty, helping to maintain the fabric’s optimal performance.