FAQs
Orders & Shipping
Most orders ship within 1–3 business days. Because ViaWell is a multi-vendor marketplace, some items may ship slightly sooner or later depending on the vendor’s processing time.
Shipping times vary by vendor location and carrier, but most orders arrive within 3–7 business days once shipped.
At this time we ship to U.S. locations only. International shipping may be offered in the future.
You’ll receive a tracking number by email as soon as your order ships.
For real-time updates, you can also visit our Track My Order page and enter your order information.
Sometimes carriers take up to 24–48 hours to scan in packages. If it doesn’t update after that, contact us and we’ll look into it.
Returns & Refunds
Most items can be returned within 30 days of delivery.
To qualify, products must be unused, unopened, and in their original packaging.
For health and safety reasons, certain personal-care items and consumables (such as skincare, soaps, lotions, supplements, etc.) can only be returned if they are unopened.
Items that arrive damaged or defective are always eligible for a refund or replacement.
Go to your ViaWell account → Orders → Select Item → Request Return. You’ll receive return instructions from the vendor.
This depends on the vendor and reason for the return. Defective or incorrect items are covered by the vendor.
Refunds are issued once the vendor receives and inspects the returned item. Most refunds are processed within 3–5 business days.
Products & Quality
Yes — every product must meet our ingredient and material standards. Vendors must follow strict guidelines to sell on ViaWell.
Each product page includes a full ingredient list, and ViaWell also provides filters for common allergens to help you shop safely. If you’re unsure about an ingredient or sensitivity, you can also contact the vendor directly before purchasing.
Products on ViaWell come from a variety of brands and makers—some items may be handcrafted while others are produced at a larger scale. Regardless of how they’re made, all products must meet our non-toxic ingredient and material standards.
Payments & Security
We accept all major credit/debit cards, plus digital wallets like Apple Pay.
Yes — all payments are encrypted and processed through secure, industry-standard payment providers.
Not at this time.
Accounts & Support
You can check out as a guest, but creating an account makes tracking orders and returns much easier.
You can reach our support team anytime at support@shopviawell.com or through our Contact page. We’re here to help with orders, product questions, and general assistance.
Each product page includes a “Vendor Info” section with a contact button for direct communication.
Marketplace & Vendors
ViaWell is a marketplace — each vendor ships from their own location, so items may arrive in separate packages.
Yes. Every vendor must apply and be approved under our Ingredient & Material Requirements before selling on ViaWell.
Yes — simply add products from different vendors and check out once.
Troubleshooting
Since vendors ship separately, the rest of your order may still be on the way. Check tracking for each item individually.
Contact us within 48 hours with photos so we can assist you with a replacement or refund.
Contact us immediately — we can update it only if the order hasn’t been shipped yet.