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Shipping Policy

Last updated: [12/10/25]

ViaWell partners with independent vendors to provide a curated selection of non-toxic products. Because we operate as a multi-vendor marketplace, shipping times and methods may vary depending on the vendor fulfilling your order. Our goal is to provide clear expectations so you always know what to expect.

1. Processing Times

Most orders are processed and shipped within 1–3 business days.
Processing time may vary by vendor depending on:

  • product type

  • order volume

  • packaging requirements

If a vendor requires additional time, this will be noted on the product page or during checkout when applicable.

2. Shipping Times

Once shipped, delivery typically takes 3–7 business days within the United States.
Shipping times depend on:

  • the carrier used by the vendor

  • the distance between the vendor and your address

  • seasonal volume and carrier delays

Please note that ViaWell cannot guarantee carrier delivery dates.

3. Multi-Vendor Shipments (Split Orders)

If your order includes items from different vendors, they will ship separately.

You may receive:

  • separate tracking numbers

  • separate delivery days

  • separate packages

This is normal for a multi-vendor marketplace.

4. Shipping Rates

Shipping costs are calculated at checkout based on:

  • vendor shipping settings

  • product weight and size

  • your shipping address

  • live carrier rates (when applicable)

Some vendors may offer free shipping thresholds for their store.

5. Tracking Your Order

As soon as your order ships, you will receive an email with a tracking number from the vendor.

You can also track any order using our Track My Order page.

6. Incorrect or Missing Address Information

Customers are responsible for providing accurate shipping information.
If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply.

7. Lost, Delayed, or Stolen Packages

Once an order has been handed off to the carrier, ViaWell and the vendor rely on the carrier for tracking updates and delivery.

If your package appears lost or delayed:

  1. Check your tracking information

  2. Contact the carrier directly

  3. If unresolved, email us at support@shopviawell.com

We’re happy to assist, but please note that carriers control the delivery process once a package is in transit.

8. Damaged Deliveries

If your item arrives damaged, please contact us within 48 hours of delivery at support@shopviawell.com with:

  • your order number

  • photos of the damage

  • a description of the issue

Damaged items are always eligible for a refund or replacement.

9. Vendor Responsibilities

ViaWell vendors are responsible for:

  • shipping orders within their stated processing times

  • providing accurate tracking information

  • packaging products securely to prevent damage

  • meeting the shipping standards outlined in our Vendor Agreement

  • responding promptly to shipping or delivery issues involving their products

ViaWell monitors vendor performance to ensure a consistent and reliable experience for all customers.

10. Contact Us

For any shipping-related questions, please reach out to our support team at:

support@shopviawell.com

We’re here to help.