CUSTOMER CARE

You can reach our Customer Care Team toll-free at 1 844 VICIS 01 (1 844 842 4701) during regular business hours 8:30 a.m. to 6 p.m. PT (Pacific Time) Monday – Friday, or any time by email at support@vicis.co

 

 

ZERO1 POLICY

Returns and Exchanges

All returns or exchanges of VICIS products must be within 60 days from the date of shipment and product must be in new condition, and cannot have been worn in play. Helmets with a standard color and finish from our online catalog being returned for size exchange or warranty review will not have a restocking fee applied, while product being returned for credit will incur a 15% restocking fee. Except for warranty claims related to defects in materials or workmanship, no returns will be accepted for custom painted or finished helmets or facemasks.

If you placed your order directly with VICIS, please contact us and a Customer Service representative will respond with a Return Authorization Number and directions on how to return your order.

VICIS is not responsible for return freight on product unless it is found to be defective. VICIS is not liable for lost packages. 

Once your return is received, a credit will be issued (if warranted) within 15 business days. Please allow one billing cycle for credit card refunds to appear on your credit card statement.
For any questions or for expedited turn around on product exchange or warranty replacement, please contact VICIS Customer Care at 1 844 VICIS 01 (1 844 842 4701), or any time by email at support@vicis.co.

 

ORDER CANCELLATION

You may cancel your order and receive a full refund of the purchase price at any time prior to final painting and configuration of your product. Please contact VICIS Customer Care at 1 844 VICIS 01 (1 844 842 4701), or anytime by email at support@vicis.co to inquire about the status of your order.

 

APPAREL AND ACCESSORIES POLICY

If you are not completely satisfied with your purchase, you may return the item(s) within 14 calendar days of receipt for an exchange or refund to your original payment method.  All item(s) must be returned by mail in their original condition, (unworn, unwashed, and unaltered) in the original polybag.

 

U.S. Returns and Exchanges

To return merchandise within the U.S., please follow the steps below:

  • Visit VICIS’ Returns portal and enter your order number and email.
  • Select which product(s) you would like to return.
  • Select the return method and shipping.
  • We will email you a confirmation with a return merchandise authorization number (RMA#) and shipping label.
  • Attach the shipping label to the outside of the package and mail.
  • Upon receipt of your package, we will process your refund and notify you via email.

A $6 shipping and restocking fee will be deducted from your refund.  We are unable to accept returns in person.

Please allow approximately 1-2 weeks for processing.  Additional delays may occur.

A refund will be credited to your original method of payment, and will post approximately two business days after the processing date.  It may take up to two billing cycles for the credit to appear on your monthly credit card statement.  Gifts will be refunded to the gift recipient. 

To exchange an item, please place a new order for the new item to ensure availability, before returning the original purchase.  Then follow the steps above to return your original order for a full refund. When we receive your return, your original payment will be refunded.  We will notify you via email.   

START A RETURN HERE

 

International Sales and Returns

We currently only ship to U.S. and Canada addresses. International orders may be returned via your choice of carrier, at your expense.  We recommend you obtain a tracking number and insurance.  Please follow the steps above to obtain an RMA#, and mail to the following address:

VICIS Inc.

ATTN Returns

2123 West Elmore Street

Seattle, WA  98199 U.S.A.

 

 

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