Report an order or shipping problem

Ask about order status, request an invoice, or report a defective or missing item, with the details support needs to resolve it by email.

Use this when you need help with an order you have placed. The same channel handles:

Order status: where your order is, or when it will arrive.
Invoices: a copy of the invoice for your order.
Defective items: a device that arrived damaged or does not work.
Missing items: something in your order did not arrive in the package.
Address changes: a delivery address needs correcting.
Delivered but missing: tracking says delivered, but you cannot find the package.

Before you write

Status: open the tracking link in the email Vitruve sent when your order was processed. Compare it with the estimated delivery time for your region.
Tracking has not updated: a new label may take time to appear in the carrier's system. Check the carrier link again; if it remains unchanged or is past the estimate, send support the order number and tracking link.
Marked delivered: check with other people at the address, reception, or your building's parcel area before reporting it missing.
Address correction: contact support immediately, even if the order may already have shipped. If tracking is available, contact the carrier too; it may be able to redirect the parcel, sometimes for a fee.
Missing accessories: check all packaging and compartments, and check whether the order has more than one tracking number. Photograph the items and packaging you received.
Customs charges: Vitruve does not cover customs costs or provide customs-duty information. See Customs.
A device that powers on but will not connect or measure: follow My device will not connect first. A setup issue is often faster to fix than a replacement.

Write to the support team from the Vitruve contact page, or email support@vitruve.fit.
Include:
- Your order number and the email address used for the order.
- The name and country on the shipping address.
- What you need: status, an invoice, a defective or missing item, a delivery investigation, or an address correction.
- For a defective or missing item, which product is affected, plus photos of the device, the package, and the shipping label when relevant.
- For a delivery problem, the tracking link and any carrier updates or case number.
- For an address correction, the complete corrected address, recipient name, and a phone number for delivery.
- For an invoice, any billing details it must show.
Send the message. The team replies to you by email.

You can also open a ticket in the chat on support.vitruve.fit by selecting the purple icon in the bottom-right corner.