FAQ


The Vim FAQ

Is shopping with The Vim safe?

The Vim was founded by people with more than 15 years in the business and e-commerce industry. We take your business seriously and, above all, want our customers to be happy. We accept a number of the most trusted online payment methods available today.

How do I receive assistance with my order?

Our team of customer service representatives is standing by to assist customers along every step of the way - from just browsing, to ordering and shipping (and when necessary, returning as well). You can reach our customer service department by selecting "Contact Us" directly by email at info@thevim.ca.

Payments

What payment options do I have with The Vim?

The Vim accepts secure payments via PayPal, Visa, MasterCard, and Amex.

Will I be charged for customs, taxes, VATs, or other extra fees?

The Vim does not collect fees or any costs other than the products we sell and ship. In some unique cases, it is possible your local post office may request additional fees for customs, taxes or VATs. If you have any questions regarding such fees, please contact your local post office.

What currency does The Vim sell in?

The Vim sells in American Dollar (USD), but you can use as reference the following currencies in the store. 

  • Canadian Dollar (CAD) - Canada
  • Euro (EUR) - Europe
  •  Australian Dollar (AUD) - Australia
  • Pound Sterling (GBP) England

How to pay with a credit card:

  1. Select your shipping address or create a new one;
  2. Enter your card details and click “Submit”;
  3. Your payment will be processed and a receipt will be sent to your e-mail address. The money would be deducted once you paid successfully.

Shipping

What countries does The Vim ship to and how long will arrive?

The Vim ship products to countries around the globe within 3-5 business days (business days do NOT include weekends or holidays ), after the package is shipped it could take one-to-eighth weeks to arrive at its destinations. It will depend on which shipping method you choose and the country to deliver. This timeframe begins from the time that a product is delivered to the carrier service by our merchants. Because we work with a number of different merchants, it is typical for items ordered from multiple merchants to arrive at their destinations separately.

How much does it cost to ship my order?

We have two shipping method, Standard Shipping, and Convenient Shipping. Also, there is Free Shipping if the order is more than US$50. Each shipping method has a different condition, and customers can choose which one is better according to their needs. 

Convenient Shipping could take from 14 to 20 days 

Standard Shipping could take from 15 to 60 days

How do I track my order's progress?

The customer will receive information about his/her shipment by email, every time the package change the status.  

If you have any trouble tracking an order on your own, you can contact a member of our customer service department and provide your registered email address and/or order number. Just email us at info@thevim.ca

What countries do you ship to?

We happily ship to (almost) all countries worldwide! Such as Canada, United States, United Kingdom, Spain, Switzerland, Sweden, France, Portugal, Greece, Italy, Austria, Finland, Hungary, Ireland, Luxembourg, Netherlands, Norway, Poland, Belgium, Denmark, Ukraine, New Zealand, Australia, Andorra, Czech Republic, Estonia, Germany, Iceland, Lituania, Malta, Monaco, Turkey, Brazil and Mexico. Unfortunately, we do not currently ship to the rest of the countries yet. We are working on including more countries in the near future.

Each country has a different shipping method. The customer can select which method is better according to his/her needs. 

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your The Vim order and/or shipping total. The Vim is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

Refunds and Returns

How do I receive my refund?

  1. In the event you want to return your order, we are able to provide refunds to customers. Please contact us at info@thevim.ca 
  2. Please check our Return Policy clicking on the link below 

 Refund Policy

What if my order is damaged or defective?

In the unfortunate case that one of our products arrives damaged or defective, The Vim offers full refunds. We ask that you provide a photo of the product to our customer service department so that we may work to process your refund request. Just select email us directly at info@thevim.ca

 

How do I delete my The Vim account?

If you signed up for The Vim using your Facebook ID you may turn off The Vim's Facebook privileges using your computer or mobile device.

On your computer, visit http://facebook.com/settings/?tab=applications. Then select the "X" on The Vim icon.

On your Facebook app, just choose "Account Settings" in the menu. Then choose "Apps" -> "The Vim" -> "Remove The Vim."

Unfortunately, there is no option currently available for email-based users who would like to delete their The Vim account.

Contact us

Our customers' satisfaction is always our first priority. If you have any questions, suggestions or concerns, please contact us at info@thevim.ca.

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!


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