Reship Policy – Viogen Pharmaceuticals

At Viogen Pharmaceuticals, we take great care to ensure every order is packed securely and shipped discreetly. In the rare event that your package does not arrive, the following reship policy applies.

1. Lost or Undelivered Packages

If your order has not arrived within the expected delivery timeframe (UK: 1–3 working days | International: 7–14 working days), please contact our support team.

We will investigate the shipment status. If the package is confirmed lost by the courier and tracking shows no delivery, we will offer a free reshipment of the same products.

2. Conditions for Free Reshipment

A free reshipment will be provided when:

  • The package is confirmed lost or undelivered by the shipping carrier
  • You contact us within 30 days of the original shipping date
  • Tracking information shows the package was never delivered
  • The delivery address provided was correct and complete

3. Packages Marked as Delivered

If tracking shows the package was successfully delivered but you did not receive it, please:

  • Check with neighbours or household members
  • Look in common delivery areas (porch, mailbox, side door, etc.)
  • Contact the local post office or courier

In these cases, we may request a police report or signed declaration before considering a reshipment. Free reshipment is not guaranteed when tracking confirms delivery.

4. Seized or Confiscated Packages

In the event that a package is seized by customs or postal authorities, we will review the situation on a case-by-case basis. One free reshipment may be offered at our discretion, provided the customer has not previously had a seized order.

5. Customer Responsibilities

To qualify for reshipment, customers must:

  • Provide accurate and complete shipping details at checkout
  • Respond promptly to any requests for information from our support team
  • Report non-delivery within the stated timeframe

6. Important Notes

  • Only one free reshipment is provided per order
  • Reshipped orders are sent using the same discreet packaging standards
  • We reserve the right to refuse reshipment in cases of repeated issues, incorrect addresses, or suspected abuse of this policy

How to Request a Reshipment

Please contact our support team with your order number and a brief description of the issue. We will respond as quickly as possible and guide you through the next steps.

Viogen Pharmaceuticals is committed to making sure you receive your order. If you have any questions about this policy, feel free to reach out to our customer support team.