FREQUENTLY ASKED QUESTIONS

SHOPPING

Q: Do I have to create an account to place an order?
A: No, you do not. You have the option to check out as a guest, but you will not be entitled to the same privileges as registered users. This includes tracking your order, viewing past orders and other special offers that come with registering with us.

Q: Can I place my order over the phone?
A: To protect your confidential information, we no longer take orders over the phone.

Q: What if you don’t have my size in stock on a specific item I am looking for?
A: There are a few steps you can take to ensure you find the product you are looking for:
  • You can call or visit our store to see if we have that particular item in stock.
  • You can also contact our Customer Service department by either telephone or e-mail; we will notify you if we are able to locate your item in the sizes you are looking for.

Q: What are my options if you do not have the color/style I am looking for?
A: You may contact our customer service team either by phone or e-mail, and they will gladly be able to help you. You may also look to see if one of our stores has the particular item you are looking for. Please keep in mind; we are constantly updating our website to bring you the hottest new products out there.

Q: What payment options do I have?
A: We currently accept Visa, Master Card, and Discover Card. We do not take PayPal nor American Express. If your bank debit card features any of the above logos, you shouldn’t have a problem placing your order. Please keep in mind we do not accept international cards, gift cards and pre-paid cards.

Q: My computer crashed as I was placing my order, how can I confirm you received it?
A: We recommend calling our customer service department directly to see if your order has been placed. You can also send an e-mail to inquire about this issue. Be sure to check your inbox, and your spam folder for any order Confirmation e-mails from us.

Q: Why is my shopping cart empty after I placed items in it?
A: This happens from time to time, and there are a few reasons it does. The item you were trying to purchase may no longer be available, or it could simply be an error on our end. If you require assistance you can contact our Customer Service department for more information.

Q: Can I sign up to be notified if a particular item I am looking for becomes available again?
A: Currently we are not offering a wish-list option on our site. This feature may become available in the future but in the meantime, you can contact our Customer Service department for more information.

Q: How can I apply a coupon code?
A: From time to time we feature discount codes and other special promotions offered to our on-line guests. To ensure you are receiving the specific discounts please look for the following:
Upon check-out, you will be provided with an area specifically for you to enter a coupon or discount code. Please make sure that you have a valid code, and that it is entered correctly in order for discount to be applied.

Q: Is there a difference in prices online and in your stores?
A: Yes. There may be a difference in both products being offered as well as the prices of the items. Each of our retail stores work independently from one another and often run their own sales and pricing of items being offered.

Q: Do you gift wrap?
A: No, we do not.

Q: What is your processing time?
A: We normally take around 3 - 5 business days to process the order. During this time the item is being sought out, packaged. If your would like updates on your order you can track your package on our website directly, email Customer Service, or call us at 1-888-584-6669.

Q: Do you charge sales tax?
A: Sales tax is applied for customers in New York (residents of New York City are exempt from sales tax on items under $110.00) and New Jersey, and on accessories purchased. Depending on your location and what your states tax codes are, your state sales tax may be applied.


Q: Is it possible to cancel my order once it has been placed?
A: Yes. In the event you have to cancel your order, please contact Customer Service as soon as possible to make sure your cancellation goes through and your items have not shipped.

Q: Where are you located?
A: Please click our Store Locator link to find the V.I.M nearest you.

PRIVACY

At V.I.M, we would like to ensure that you have a 100% safe and secure shopping experience. Below, you will find the answers for many of the frequently asked questions we receive, as well as our privacy policy in regards to shopping on our website. If you do not see the answer for your particular question, please contact our Customer Service team, and someone will gladly assist you. Please click on the link to read our complete Privacy Policy.

Q: How can I tell if I have a secure connection?
A: Our website adheres to all required security measures. We practice industry standards to ensure your shopping experience is secure; this includes everything from

Q: Do you share my information with 3rd parties?
A: No, though there may be times where your information is shared strictly for purchase fulfillment purposes. We have outlined an in-depth explanation on our Privacy Policy page. Please click the link for further details.

Q: Do you keep my credit card and personal information on file?
A: No. We do not keep your credit card information on file. However, we do keep your shipping information on file for future purchases to make your shopping experience as easy as possible.

Q: I can’t remember my username or password, how do I reset them?
A: You may click on the “forgot Username/Password” link on the Login page. If there are further errors with your login, you may contact our Customer Service department and they will gladly assist you.

Q: How do I dispute unauthorized transactions due to a lost or stolen credit card?
A: We strongly recommend you contact your Financial Institution first. Once you have sorted everything with your Financial Institution, call Customer Service to notify them of and to resolve the unauthorized transactions.

Q: I never received a confirmation e-mail, but my card was charged. How do I find out if my order went through?
A: Please check your e-mail, including your Spam folder. If your order confirmation still has not appeared within 24 hours, please call or e-mail Customer Service.

Q: How do I unsubscribe to your e-mail list?
A: We’re sorry to see you go, you may e-mail or call customer service, and they will gladly assist you.

 

RETURNS/SHIPPING

Q: Do you offer free shipping?
A: We offer free standard shipping for orders over $49.99 and at various times we may offer promotions for free shipping. Please check our website regularly for our latest offers.

Q: Do you ship internationally?
A: No, we currently are not shipping internationally. We are planning to offer International shipping in the future. Please continue to check our website regularly.

Q: Where is my tracking number?
A: Once your order has been processed, we will send you an e-mail to confirm your items have been shipped. This email will contain a tracking number which you can use to find the location of your order at any time. 

Q: Do you ship to P.O. Boxes or APO/FRO Addresses?
A: Yes! We now ship to P.O. Boxes and APO/FPO addresses! Packages are shipped via US Postal Service. You may track your APO/FPO orders at USPS.com.

Q: What is your return policy?
A: All returns must be made within 30 days of when your order is received. The product must be in new and salable condition. All Footwear MUST be returned in its original box or packaging. Please note: There is a 15% restocking fee charged on all footwear NOT in its original packaging and a 15% charge for damaged packaging.

  • You may also ship the items purchased back to us using the shipping carrier that is most convenient for you: we highly recommend getting a tracking number when shipping your order back to us to ensure it is safely received. We are not responsible for lost packages.

Q: Do you offer free shipping on returns?
A: No, we do not offer free shipping on returns. As stated above, you may use a carrier that is most convenient for you. We strongly recommend obtaining a tracking number when returning your package to ensure it is received by us. Any footwear being returned MUST be in its original packaging. We charge a 15% restocking fee for damaged packaging and all footwear not in its original packaging.  Please click on the link to read our complete Privacy Policy.

Q: Can I return my items in person at your store?
A: No, we are currently not accepting in store returns. V.I.M. Stores will NOT accept online order returns. We are planning to offer this service in the future. Please continue to check our website regularly.

Q: What is your exchange policy?
A: No Exchanges on Items purchased online or final sale items. In the event you are shipping your items back to us, please allow 3-5 business days from when your return is received and processed by us for your refund to be credited to your account. Because we are constantly updating our products and inventory, we ask that you Re-Order your item to ensure you receive the correct product in the size/color you ordered.

Q: Can I exchange items I ordered on-line for the correct size/color?
A: No, we are not currently offering exchanges for online orders. We are planning to offer this service in the future. Please continue to check our website regularly.

Q: How long does it take for a refund to be processed?
A: Generally it will take 3-5 business days from when your order is received by us. Please check with your Financial Institution as well on their practices on posting the refund to your account.

Q: The items I ordered are damaged. What are my options?
A: In the event your order is received damaged, please contact Customer Service. They will gladly go over the options with you to ensure your issue is resolved.

Q: I’m ordering a gift for someone; do I have the option to ship directly to them?
A: Yes you can (and we appreciate you choosing us to purchase your gift!). When checking out, please follow the instructions provided when you are asked to enter the “Ship To” address.