Frequently Asked Questions

Shipping

How much does shipping cost?
Standard shipping is complimentary on every order, with no minimum spend.

Where do you ship?
Australia, Austria, Belgium, Canada, the Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Morocco, the Netherlands, New Zealand, Norway, Poland, Portugal, Spain, Sweden, Switzerland, the United Kingdom and the United States. If your country is not listed at checkout, write to us at support@vortopt.co

Can I track my order?
Yes. Every order is shipped with tracking. A tracking number arrives with your dispatch confirmation email and usually becomes active within 24 hours. Use it directly on the carrier's website to follow your parcel.

Will I pay customs charges?
International orders may be subject to import duties and taxes levied on arrival in the destination country. These charges are set by local authorities and are payable by the recipient.

Returns & Refunds

What is your returns window?
60 days from the day your order arrives.

Can I return a device I have already used?
Yes. Our 60-day money-back guarantee is designed so you can actually try the device. A used device is eligible for return, provided it is returned complete and in working order.

What condition do items need to be in?
Returned complete — the device, protective glasses, cable, manual and original packaging — in working condition, with proof of purchase. Devices with damage caused by misuse, or returns missing accessories, cannot be refunded.

Who pays for return shipping?
You do, unless the item arrived damaged, defective or incorrect — in which case we cover it. We will confirm the return address and instructions once your return is approved.

Are there items that cannot be returned?
Opened consumables such as numbing cream cannot be returned for hygiene reasons unless they arrived damaged or defective. Gift cards are also non-returnable.

How do I start a return?
Email support@vortopt.co with your order number. Once approved, we send return instructions and the return address. Please do not post anything back before your return is approved.

When will I be refunded?
Within 10 business days of your return being approved, to the original payment method. Your bank may take a little longer to post it.

Order Processing

How long until my order is sent?
Orders are prepared within 1–2 business days. Weekends and public holidays are not dispatch days.

Can I change or cancel an order?
Write to us as soon as possible with your order number. If your order has not yet been dispatched, we will do what we can.

I haven't received an order confirmation — what should I do?
First check your junk or promotions folder. If nothing has arrived within an hour of ordering, contact us and we will confirm your order and resend it.

Payment Methods

Which payment methods do you accept?
All major credit and debit cards, along with the accelerated payment options shown at checkout.

Is checkout secure?
Yes. Payments are processed through Shopify's checkout, which is PCI DSS Level 1 certified, and all data is transmitted over an encrypted connection. We never see or store your full card details.

When is my card charged?
At the time your order is placed.

Contact

How do I reach you?
Email support@vortopt.co or call +38567548932. Every message is answered by a person.