Customer Service

ViX General Information

CONTACT INFORMATION

For customer service inquiries, please call 858-499-0070 ext. 103 or email customerservice@vixswimwear.com for assistance. For all other inquiries, please call 858-499-0070 and listen to the menu options.

BUSINESS HOURS

ViX operating office hours are Monday through Friday from 8:30 a.m. to 5:30 p.m. PST.

PAYMENT METHODS

Vixswimwear.com uses Secure Socket Layer (SSL) encryption to scramble credit card information so that customer transactions are safe and secure. ViX accepts the following forms of payment for online purchases:

Visa
Mastercard
American express
Discover

PLEASE NOTE: Our online payment capturing system does not accept gift cards or credit cards with billing addresses outside of the United States. For orders using an international billing address and a US shipping address, please call customer service at 858-499-0070 ext. 103 to place an order over the phone.

SHIPPING AND DELIVERY

Orders placed after 6:00am PST will be processed the following business day. Most in-stock items are shipped out within 24-48 hours, and will arrive in 4 – 6 business days (FedEx Ground). Please note our offices are closed on Saturday and Sunday. FedEx ships Monday – Friday, so all orders received on Friday will be shipped on Monday. Additionally, the first full day after the order is shipped out counts as the first day. For security reasons, ViX online purchases over $500 will require a signature upon delivery. In addition, purchases may not be shipped to P.O. boxes or APO/FPO addresses, which are not available through FedEx. You will be notified via phone or email if an item is out of stock.

A shipping confirmation, complete with tracking number, will be emailed to you as soon as your purchase has been shipped.

Lost or Undelivered Packages:
Once FedEx has picked up the package from us, it is in their possession and is no longer our responsibility. In a rare occurrence that the package has not been delivered within 14 days of the estimated date of arrival (found by putting in your tracking number on FedEx.com) then ViX can place a tracer on the package once notified by the customer. Please contact ViX Customer Service to notify us, if you have not received your package in this time frame, at customerservice@vixswimwear.com or 858-499-0070 ext 103. Once we receive a notification from the customer that their package has not been received, we can place a tracer on the package with FedEx. It will take 24-48 business hours to receive a reply from the driver who delivered your package. If the driver is unable to locate your package, we can continue with filing a claim. The claim process can take 5-7 business days.

If you do not receive your package and we are not notified within 14 days of the estimated arrival date, we can proceed with filing a claim with FedEx and it is at their discretion to honor the claim. Please note, contacting us after 14 days reduces the likelihood that your package will be found or the FedEx claim will be won.

SALES TAX

We are required by the state of California to charge sales tax to any order being shipped to a California address.

RETURNS AND EXCHANGES

Returns and exchanges are accepted within 15 days of the package being received. All original tags must be attached and sanitary liners must be in place on all bottoms. We will not accept returns and exchanges outside of the return window. Refunds for items returned within 15 days of the delivery date will be credited to the original credit card used (shipping fees will not be refunded). There will be absolutely no refunds, store credit or exchanges for items returned more than 15 days after the delivery date. Due to the high rate of returns, ViX will not cover the cost of returns or exchanges. All merchandise returned to ViX is thoroughly inspected by our Returns Department. All suits deemed soiled, worn or damaged by our returns department will be brought to your attention via email. We will ship all soiled, worn and damaged suits back to you, as we can no longer re-sell the merchandise.

Please visit our Returns Page to access our Return Merchandise Authorization (RMA). Proceed with the following steps:

1. Enter your email.
2. Please check your email for further instructions (* if you do not see in your inbox, check your spam).
3. Go to the link in your email inbox.
4. Select the order from which you are returning merchandise.
5. Select items and reason you would like to return.
6. Please use the notes section of the RMA to note if you want an exchange. See below for specific exchange instructions.
7. Once RMA is submitted please print out the form and enclose with your items. If you choose to not include the RMA form in the package, please include your original invoice or a note with your invoice number in the return package.
8. Shipping charges will apply to any exchange orders.
9. Once your return is processed, you will be notified by email. PLEASE NOTE: ViX will not be held responsible for any lost packages being returned to our facilities. To ensure packages are accounted for, we require that you use a trackable shipping method. If items are returned to us without a tracking number and are lost, we can not accept responsibility.

EXCHANGE NOTICE:

If you would like to make an exchange, please write the item style number and the size that you would like to exchange your original merchandise for. Note – exchanges are processed like new orders. Once we receive your exchange, we first credit you back for your returned merchandise, and then we create a new order with what you would like to exchange the original merchandise with. For security reasons, we do not keep your Credit Card information on file and will need to get it from you again to place the exchange order. If you are in a rush to receive your exchange suit, and if you want to ensure that your size will still be available, we suggest that you personally make a new order and just return the items you do not want separately.

In the unlikely event that the merchandise is damaged or defective upon receipt, we will replace it with no shipping charge.

FINAL SALE ITEMS FOUND IN THE LAST CHANCE SECTION ARE NOT RETURNABLE OR EXCHANGABLE. (ALL FINAL SALE ITEMS RECEIVED BACK WILL BE REFUSED & RETURNED TO THE CUSTOMER AT THE CUSTOMER’S SHIPPING EXPENSE.)

RETURNS ADDRESS

Please send your package, including your Return Authorization form, via a prepaid, insured, traceable method to ensure a safe and documented delivery to:

ViX Swimwear, Inc.
5735 Kearny Villa Road
Suite 108
San Diego, CA 92123
858-499-0070 xt.103

Keep a record of your shipment until you have received a refund or replacement.

ViX is not responsible for lost or stolen packages that do not reach our facility.

PRODUCT PRICING

Retail prices on ViX Swimwear Online may be different than those at stores. Pricing may also differ from quotes in publicity and other sources. Prices are subject to change without notice. All prices on our site are the prices that the customer must pay – no exceptions. Sale prices may not be applied to previous orders or orders placed after the end of a promotion. Shipping costs and associated fees are the responsibility of the customer and are in addition to advertised prices.

AVAILABILITY

All products are subject to availability. Occasionally inventory discrepancies may incorrectly display items as available on our website. If this occurs, your order will be held and you will be notified of the error before your order is processed. If we cannot reach you by email or phone, your order will automatically be shipped without the available item.