Order tracking
Enter your order number and the email you used at checkout, or the tracking number from your shipping email.
Everything you need, in two short videos
Watch the first one when your pen arrives. Keep the second for every weekly use.
Unmixed, your pen can sit out. Once mixed, it stays in the fridge until you use it.
Need a hand?
A real person answers, usually within a few hours. Have your order number ready.
If your parcel is held, lost, or arrives damaged, you get a full refund or a free reshipment. Your choice.
My tracking has not updated in a day. Is something wrong?
Usually not. Parcels can travel 24 to 48 hours between scans, especially between the international hub and the destination country. If nothing changes for 3 days, message us and we will check with the carrier directly.
Will I have to pay customs or duties on delivery?
No. Customs clearance is handled by VALO before delivery, and there is nothing to pay at the door.
What if I am not home for the delivery?
The courier will try again the next business day or leave it at a safe place or pickup point, and you will be notified by SMS or email.
Where is my tracking number?
It is in the "Your order is on its way" email, sent the moment your parcel ships. You can also track with your order number and checkout email on this page.
