Where is my order?
You should have received two emails from us: a confirmation when you placed the order, and a second one with your tracking number once it shipped. The tracking link is in that second email.
If you cannot find it, check your spam folder first — order emails end up there more often than you would think.
Tracking is not updating
This is normal at the start. Tracking information can take 2 to 5 business days to begin updating after you receive the number, and international shipments often go quiet for several days while they clear customs.
If your tracking has not moved after 7 business days, email orders@vianerastore.com and we will open an enquiry with the carrier.
How long should it take?
- Ships from the USA items: 1–2 business days processing, then 2–5 business days for delivery.
- All other items: 1–2 business days processing, then 10–18 business days for delivery.
The estimate for each product is printed on its own product page. Orders containing both types may arrive in separate deliveries at different times, at no extra charge to you.
Tracking says delivered but nothing arrived
Check with anyone else at the address and with your neighbours, and look for a carrier notice. Packages are sometimes left with a building manager or in a side entrance. If it still has not turned up after 3 business days, email orders@vianerastore.com and we will open an investigation with the carrier.
Contact us
Email orders@vianerastore.com with your order number, or text +1 (505) 358-7052. We are available Monday to Friday, 9am to 5pm Mountain Time, and reply to email within one business day.
For returns, write to returns@vianerastore.com instead. For anything else, support@vianerastore.com.
Full details are in our shipping policy.