FAQ
Here's the updated FAQ with the email changed to support@vitalexis.com:
Frequently Asked Questions
Contact Us
How can I contact Vera?
If you have any questions, please feel free to reach out to us. Our customer support team is available 7 days a week to assist you with any inquiries. We’re here to help!
Email: support@vitalexis.com
How long will it take to receive an answer?
We strive to respond to all inquiries within 48 hours.
Can the Vitalexis Kegel Trainer help with erectile dysfunction (ED)?
Yes, the Kegel Trainer can be highly effective for men experiencing erectile dysfunction (ED). Strengthening the pelvic floor muscles can improve blood circulation to the penis, which can help with erectile function and increase sensation during sexual activity.
Can I use the Vitalexis Kegel Trainer after surgery?
Many men who have had pelvic surgery, such as a prostatectomy, use the Kegel Trainer to aid recovery. It can help improve bladder control and promote healing. However, we recommend consulting your doctor before starting, especially if you've recently had surgery.
How often should I use the Vitalexis Kegel Trainer?
We recommend using the Kegel Trainer daily, with short sessions of 5-10 minutes each. Consistency is key to achieving the best results, just like with any muscle-strengthening exercise.
Orders & Payments
Which payment methods can I use?
We accept a variety of payment methods, including Mastercard, Visa, Maestro, Apple Pay, and American Express.
How can I cancel or modify my order?
Once an order is placed, it cannot be modified or canceled as we process and pack orders quickly. If an item doesn't fit, you can return it and exchange it for the correct size.
How do I redeem a Discount Code or Gift Voucher?
To redeem a voucher, enter your code during checkout. The value will automatically be deducted from your total purchase amount.
Will I receive an order confirmation?
Yes! You’ll receive an order confirmation via email immediately after placing your order. This email will contain your order number, order summary, and shipping details.
What if I entered incorrect address details?
Unfortunately, we cannot change your order details after it’s been placed. If you've made a mistake, please contact our customer service team as soon as possible, and we’ll do our best to find a solution.
Shipping & Delivery
Which countries do you ship to?
We ship worldwide! Vera orders are sent via DHL for fast and reliable delivery.
What is the delivery time?
For information on shipping times and rates, please refer to our Shipping Policy.
What are the shipping costs?
We offer FREE worldwide shipping on all orders!
How can I track my order?
You can track your order through our website. Simply go to the Track My Order page to check the status of your package.
I haven’t received my order. What should I do?
If you haven’t received your order, don’t worry! After placing your order, you will receive a confirmation email with an order number. Once your order ships, you’ll receive an email with tracking information.
If you haven’t received your tracking information, or if the status of your package is unclear, please contact us at support@vitalexis.com, and we’ll assist you right away.
My Track & Trace shows my order has been returned. What now?
If your order has been returned, contact us at support@vitalexis.com, and we’ll investigate the issue to resolve it as quickly as possible.
Returns & Exchanges
What are the return conditions?
We offer a 30-day return window. The return period begins from the date you receive your package. Please ensure all items are returned in their original, unworn, and unwashed condition with the tags still attached.
Please note, items purchased on sale or with a discount cannot be refunded but can be exchanged for another item or a voucher.
What are the return costs?
Return shipping costs are at your own expense and vary depending on your location and courier service.
How do I exchange or return my order?
To exchange or return an item, simply email support@vitalexis.com within 30 days of receiving your order. We’ll send you the return instructions promptly.
How long does it take to process an exchange?
Once your return is received, we’ll process it within 10 days. You’ll receive a confirmation email with tracking details for your new item once it has shipped.
Where can I find my order number?
Your order number can be found in the confirmation email sent to you after your purchase. If you can’t find it, our customer service team will be happy to help.
What should I do if I receive a damaged or defective item?
If your product is damaged during shipping or production, we’re here to help. Please send a photo of the defective item to support@vitalexis.com, and we’ll work with you to resolve the issue as quickly as possible.
What happens if I want to return my order after the return period?
Unfortunately, returns are only accepted within the 30-day window. If your return exceeds this period, we will not be able to process a refund.
How long does it take to receive a refund?
Once we’ve received your returned item, we’ll process your refund within 10 working days. You will receive a notification once the refund is completed. Please note that it may take up to 3 business days for the funds to appear in your account.