Shipping policy

Last Updated: August 25, 2026

This Shipping Policy applies to all physical product orders placed through viezuusa.com. Digital products — including tuning files, software licenses, and file service credits — are delivered electronically and are not subject to this policy.

For questions about your order, contact us at USA@Viezu.com or call +1 801-905-1355, Monday–Friday, 9:00 AM–6:00 PM MST.

1. What We Ship

We ship physical tuning hardware, including KESS3, Autotuner, Magic Flex, B-Flash devices, and associated cables and accessories. All other products sold through our Sites — tuning files, software licenses, file service credits, and training course access — are delivered digitally to the email address associated with your order. No physical shipment is made for digital purchases.

2. Order Processing Time

Orders are processed Monday through Friday, 9:00 AM–6:00 PM MST, excluding federal holidays. Most in-stock orders are processed and dispatched within 1–2 business days of payment confirmation. Orders placed after business hours or on weekends will begin processing the next business day.

You will receive a shipping confirmation email with tracking information once your order has been dispatched.

3. Domestic Shipping (United States)

We ship to all 50 US states. Available shipping methods and estimated transit times are displayed at checkout based on your delivery address. Estimated delivery timeframes begin from the date of dispatch, not the date of order.

Shipping rates are calculated at checkout based on package weight, dimensions, and destination. We reserve the right to select the carrier and service level that best meets the delivery timeframe for your order.

For high-value orders, a signature may be required upon delivery. You will be notified if this applies to your shipment.

4. International Shipping

We ship to select international destinations. Available countries and shipping rates are displayed at checkout. If your country is not listed, contact us at USA@Viezu.com before placing your order.

Customs, Duties, and Taxes. International shipments may be subject to customs clearance, import duties, taxes, and brokerage fees imposed by the destination country. These charges are entirely the buyer's responsibility and are not included in our pricing or shipping charges. We have no control over these fees and cannot predict their amount. We recommend contacting your local customs authority before ordering.

Export Controls. Some products may be subject to US export control regulations. By placing an international order, you confirm that you are legally permitted to import the product in your destination country and that the shipment does not violate any applicable US export laws or trade sanctions. We reserve the right to decline international orders where export restrictions apply.

Delays. International transit times are estimates only. Customs processing times vary by country and are outside our control. We are not liable for delays caused by customs holds or local carrier issues.

5. Shipping Carriers

All orders are shipped via UPS unless otherwise stated or arranged in advance. If you require a different carrier, you must contact us at USA@Viezu.com before placing your order. We will do our best to accommodate carrier requests, but cannot guarantee availability of alternative carriers for all destinations or order types. Orders placed without a prior carrier arrangement will ship UPS by default.

6. Order Tracking

A tracking number will be emailed to you once your order has been dispatched. You can use this number to track your shipment directly on the carrier's website. If you have not received tracking information within 2 business days of your order confirmation, contact us at USA@Viezu.com.

7. Risk of Loss and Title

Risk of loss and damage passes to you upon dispatch of your order to the carrier. Title to goods transfers upon receipt of full payment. Once a shipment has been handed to the carrier, Viezu USA is not responsible for delays, loss, or damage caused by the carrier.

If your shipment is lost in transit, contact us at USA@Viezu.com and we will assist you in filing a claim with the carrier. Resolution timelines are subject to the carrier's investigation process.

8. Damaged Orders

Inspect your order upon delivery. If your order arrives visibly damaged, you must:

Note the damage with the delivery driver where possible.
Photograph the damaged packaging and contents immediately.
Contact us at USA@Viezu.com within 48 hours of delivery with your order number and photographs.

Failure to report damage within 48 hours may limit our ability to file a carrier claim on your behalf. Do not discard original packaging until the claim is resolved.

9. Incorrect or Undeliverable Address

You are responsible for providing a complete and accurate delivery address at checkout. Viezu USA is not responsible for orders lost, delayed, or returned due to an incorrect or incomplete address.

If a package is returned to us as undeliverable, we will contact you to arrange reshipment. Reshipment costs are the buyer's responsibility. If you choose not to reship, a refund may be issued for the product cost only, minus the original shipping charge and any return shipping fees incurred.

Address changes after an order has been dispatched cannot be guaranteed. Contact us immediately at USA@Viezu.com if you need to update a delivery address, and we will attempt to intercept the shipment where possible.

10. Out-of-Stock and Backorders

We make every effort to maintain accurate inventory levels and ensure our website reflects current stock availability. However, errors can occur, and on occasion an item may be listed as available when it is not. If it is discovered after you place your order that an item is out of stock, a member of the Viezu USA team will contact you immediately to let you know and give you the option to:

Ship the rest of your order immediately and allocate the out-of-stock item so it ships to you at no additional charge as soon as it becomes available
Hold your order and ship everything together as soon as stock is available
Cancel your order for a full refund

11. Digital Product Delivery

Tuning files, software licenses, file service credits, and training course access are delivered electronically to the email address on your order following payment confirmation. There is no physical shipment for digital purchases. If you do not receive your digital delivery within 24 hours of payment, check your spam folder and then contact us at USA@Viezu.com.