FAQ

Can I place an order and collect it from the pick-up point straight away?

After your order is placed, we will check the details and process it. You will receive a notification once your order is ready for collection.

How can I check my order status?

Information about the current and future status of your order can be found on the "Order Information" page. When your order is ready, you will receive a notification.

Order Pick-Up & Customer Service Hours

Our Customer Service Center is open weekdays from 09:00 to 19:00. You can pick up your order at your convenience once you receive the notification.

How do I pay for my order?

When receiving an order at the "Customer Service Center", you can pay for it with "Cash" or with a "Bank card". When placing an order on the website, you can pay by "Bank card", "Bank transfer" or by choosing the "Leasing" option.

Can I place an order by phone?

We are an online store and ordering takes place online. It is easy to place an order - just a couple of clicks. If you need help with placing an order, please contact us using the feedback form.

Can I get help with my order over the phone?

No, order support is available exclusively online via email or our contact form.

Can someone else collect my order?

For orders with cash or card payment on delivery, another person can pick up your order.
If you have already paid online, please email us in advance to update the recipient's name.
Please note: if the order is purchased via leasing, it can only be collected by the person who signed the leasing agreement!

How do I return a purchase?

You can familiarize yourself with the procedure for a partial or full return of an order on the "Warranty and Right of Return" page in the "How to return a purchase" section.

When will my order be delivered?

Information about the delivery date can be found on the "Order Information" page. When your order is ready, you will receive a notification.

How to track my order?

The current status is displayed on the "Order Information" page. You can view the current, previous, and next status of your order. When the status changes, we send you an email.

How to know when the courier arrives?

The courier will always contact you ahead of time to confirm the delivery window. Orders are delivered on weekdays during regular business hours.

How do I change the delivery method?

Use the feedback form or write us an email, indicating the order number and the new conditions.

How to change the delivery date or adress?

Use the feedback form or write us an email, indicating the order number and the new conditions.

What is the deadline for changing the delivery date?

Modifying your delivery date is free of charge as long as your order has not been handed to the courier. Once the order status changes to "Handed to courier," an additional shipping fee will be applied to change the date.

What happens if I change the delivery details when the order is already on its way?

Since the package is already with the courier, an additional shipping fee will be applied to reschedule the delivery. We recommend tracking your order status to avoid extra costs.

How can I check the delivery options and costs for my city?

Here you can find a general overview of our shipping options and rates. The exact delivery terms and final fees for your specific address will be displayed during checkout.

Where can I see all available pick-up points?

A full list of pick-up points will be available on the checkout page when you select your delivery method.

I need my order carried upstairs and inside. Is there an extra fee?

Yes, if you require delivery directly into your premises or upstairs, a door-to-door delivery service with carry-in is available for an additional fee.

My order contains a large or heavy item. Do I have to pay extra for delivery?

Yes, orders containing oversized or heavy items are subject to an additional heavy goods shipping fee.

Can the courier leave my package at the door?

If you prefer a completely contactless option, we highly recommend choosing delivery to a parcel locker. Our courier service requires the package to be handed over in person, so it cannot be left at your doorstep.

How long will my parcel be stored at the pick-up point?

Parcels are generally held for 5–7 calendar days. However, this period may be shortened depending on the specific courier service provider. We kindly ask you to collect your package as soon as you receive the delivery notification.

What should I do when receiving my order?

First, inspect the parcel – the packaging must be intact. Open the order packaging and check that all items have arrived and their packaging is undamaged.

How to get free delivery?

You can get free delivery by making a purchase over a specific amount or by using a promo code. Promo codes are regularly shared in our email newsletter.

How do I pay for my order?

When receiving an order at the "Customer Service Center", you can pay for it with "Cash" or with a "Bank card".
When placing an order on the website, you can pay by "Bank card", "Bank transfer" or by choosing the "Leasing" option.

How to make an additional payment for an order?

If an additional payment is required, we will contact you directly to guide you through available payment options.

How to get a refund or reclaim an overpayment?

If a full or partial refund is required, please fill out the "Refund Form" and send it to us via email.

How do I return a purchase?

You can familiarize yourself with the procedure for a partial or full return of an order on the "Warranty and Right of Return" page in the "How to return a purchase" section.

I see a product on the website – can I come and pick it up?

To purchase the product, please place an order online and select your preferred delivery and payment method. As soon as your order is ready, you will receive a notification.

Can I get a consultation about the product by phone?

Product consultations are provided exclusively via email or our contact form. We are happy to help you online!

How can I find out more details about a product?

For detailed information regarding product specifications, package contents or delivery terms, please feel free to contact us via online contact form or email.

How do I know when a product will be back in stock?

Up-to-date availability is always published directly on the product's description page. We invite you to follow the updates of products you are interested in.

How can I find out the price of a product?

Current pricing and any updates are listed directly on the product's description page. Please keep an eye on the specific product page for the latest information.

Can I view the product at the Customer Service Center before placing an order?

We are an online store, and you should use the internet to familiarize yourself with products. If you have questions about the product, contact us using the feedback form.

Why is this product only available to legal entities (businesses)?

This restriction applies due to longer delivery and specific warranty terms provided by the manufacturer that do not align with consumer protection regulations (applicable to private individuals).

Can I, as an individual (private individual) buy a product meant for legal entities?

No. However, we recommend keeping an eye on the product page – as soon as the supplier's terms change, the item will become available to all customers.

What documents serve as proof of warranty?

The warranty is covered by your purchase documents, such as a sales receipt and/or an official invoice.

Is warranty repair possible without a warranty card?

Yes. When contacting a service center, you only need to provide your proof of purchase.

Where can I find the warranty card?

The warranty card can be found on the "Order Information" page in the "Additional Information" section.

The serial number is not filled in the warranty card. What should I do?

You should fill in the "serial number" field yourself by copying it from the product.

Who should I contact for warranty issues?

Please contact an authorized service center or VS Pro Ltd Warranty Support Department.

Where can I find contact information of service centers?

Service center contacts can be found on the "Warranty" page in the "Authorized Service Centers" section.

What are working hours for VS Pro Ltd warranty department?

VS Pro Ltd warranty department is open Monday to Thursday, from 10:00 to 18:00 (closed from Friday to Sunday).

What time is the warranty department open?

From 10:00 to 18:00.

How do I return a purchase?

You can familiarize yourself with the procedure for a partial or full return of an order on the "Warranty and Right of Return" page in the "How to return a purchase" section.

What days are you open?

Online Store: Open 24/7 – you can shop anytime, including weekends and holidays!
Customer Service Center:
Monday–Friday: 09:00–19:00 (Closed on official Latvian holidays)
Saturday & Sunday: Closed
For more details, please visit Contacts page.

What are your working hours?

The online store is open 24/7. The "Customer Service Center" works from 09:00 to 19:00 on weekdays. More details about the working hours on the "Contacts" page