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Frequently asked questions
Contact Us
Customer service: How can I reach you?
Our customer service email address is customerservice@vashtii.com
or you can visit our customer service page by clicking here
I emailed your customer service team. When should I expect a response?
All emails will be responded to as quickly as possible. It may take up to 24 hours for a response to be provided. Please rest assured we will respond as soon as possible.
It is advisable to submit only one ticket to customer care at a time, as multiple tickets will lead to a longer response time. Additionally, creating multiple tickets for a single customer can increase response times.
Order Issues
What do I do if I receive a faulty item in my order?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
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If you have received a defective item, please contact Customer Care here within 3 DAYS to inform us of the issue. If we are not notified within three days of receiving the item, it will no longer qualify for a return or replacement. You must include a photo of the damage/defect with your email.
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We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.
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The exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects, and the buyer will pay return shipping if a return to our warehouse is attempted.
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You are entitled to a refund through Route in the event that the product arrives damaged. This does not affect your statutory rights. In the event your claim is justified, the purchase price and the shipping costs will be refunded. To request a refund, contact the customer service team by writing to us at customerservice@vashtii.comwithin forty-eight (48) hours of delivery. We may request photos of the product and a copy of your confirmation email. You can also file a shipping issue on Route’s app or via the web here.
Haven’t downloaded the app yet? Download here
Will you refund the shipping charges on my parcel?
If you use the prepaid shipping label, the cost of return shipping will be deducted from your return to cover shipping charges unless customer service has waived the fee.
How do I cancel an item from my order?
Once your order is submitted and payment processed, During this time we cannot add or remove items, or otherwise modify or cancel your order.
We will be able to issue a full refund to the original payment method if you contact customer service prior to item shipping. Shipping, taxes, and insurance fees are non-refundable.
After receiving the unopened item(s), we will send you the prepaid shipping label.
Attach the return label to the package and return it to us.
Please DO NOT return the package to the address on the delivery label.
If it is sent back to the address on the original label, we cannot accept the return.
Send the item(s) to the address on the shipping label provided by the return center.
Refer to the Return and Exchange Policy for more information.
For questions, please e-mail our customer service team at customerservice@vashtii.com.
How can I check the status of my order?
To check the status of your order, please log in to your account. To track your order if you do not have an account, please refer to your shipping confirmation email.
Where is my order?
Was your order shipped recently? Usually, tracking updates appear within 1-3 days of your order shipment notifications. Please allow the carrier some time to update their system, we have no control over it. Once it leaves our warehouse, it is in the hands of the carrier and their system.
Please visit the Shipping FAQ section of this page for more information.
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
Do I have to set up an account to place an order?
No. You do not have to have an account to place an order.
Can I change the address on my order?
Once your order has been placed and your payment has been processed, we will not be able to change any of the details of your order (such as a delivery address, product type, or quantity).
The customer service department will be able to change the address depending on the status of the order. However, we cannot guarantee it will be possible. We recommend that you review your address before placing your order.
Our support team may need to ask you for proof of identification to ensure that the address has been changed properly and is accurate to the account holder.
Why was my order canceled?
If we are unable to accept your order, we will inform you of this via email and will not charge you for the product. If we have taken payment prior to non-acceptance of your order then we will refund you, but please note that it can take up to 7-14 business days for the bank to transfer the funds to you. Depending on the processing time of your financial institution.
Nonacceptance of an order may be because:
(a) the product is out of stock.
(b) we were unable to authorize your payment, or your billing information is not verifiable.
(c) because of unexpected limits on our resources which we could not reasonably plan for.
(d) an error in the price or description of the product.
(e) in our sole discretion, the order appears to be placed by dealers, resellers or distributors or otherwise appears fraudulent.
(f) your order is flagged by our security systems as an unusual order or an order susceptible to fraud.
(g) we could not deliver to the address provided by you; or
(h) due to an event outside of our control
What is an authorization hold?
Depending on your debit or credit card provider, you may have pending authorization in the amount of the estimated order total as soon as you place an order. Authorization holds aren't actual charges, but they allow your bank to reserve funds so the order can be processed. An authorization hold lasts only until the card issuer removes the hold, the authorization is cleared, or it expires. As soon as an item is placed in fulfillment, the authorization hold is removed and charges will be posted to your debit or credit card account.
PayPal® authorization holds can last up to 29 days.
At any time, Vashtii automatically cancels the order if an authorization hold request fails. You can contact the bank that issued your credit card for help in removing the authorization hold.
What are the payment methods accepted by Vasthii?
We want to make buying your favorite Nike shoes and gear fast and easy, and accept the following payment options:
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Visa, MasterCard, American Express, Discover
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Apple Pay
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PayPal
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Shop Pay
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Vashtii Gift Cards
Changes may occur at any time without notice
Returns & Exchanges
Do you offer returns?
Yes. In fact, we guarantee your satisfaction with our products. You can return any item within 30 days from the date it was delivered to you, as long as it’s undamaged, unused, and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges, If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.
All accepted returns will be processed for a store credit (Vashtii E-Gift Card).
We will be offering a return to the original payment option soon. We will be partnering with Seel Return Assurance to allow items on final sale or just want peace of mind for a return to card option.
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The cost of return shipping for orders with a prepaid shipping label under $50+,$6.00. Which will be deducted from your store credit (Vashtii E-Gift Card) if you use the return label provided by Vashtii.
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You may select Ship with any carrier of your choice. You will be responsible for all shipping costs.
Items sent back to us without first requesting a return from the Return Center will not be accepted.
Full Return Policy Click Here
How do I make a gift exchange?
- You will receive a gift credit for the value of your return if the item was marked as a gift when purchased and shipped directly to you. We will send you an E-Gift Card once the returned item is received.
- We will refund the gift giver if the item was not marked as a gift when it was purchased or if the gift giver had the order shipped to themselves to give to you later.
Are there any return exceptions?
Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.
Certain types of items cannot be returned, like, Intimate Apparel
(Panties, Bras, & Lingerie),Jewelry, As is" and“Final Sale" items, Gift Cards
Unfortunately, we cannot accept returns on sale items or gift cards.
This is not an all-inclusive list, and there may be other select items that are not returnable. You can verify if the item is non-returnable in the product description on the web page. If the item is restricted for returns, it will be disclosed in the returns section of the product details or below on this page.
Some Sales items, Clearance items, Discounted items can be returned with approval of customer service for store credit or exchange.
We recommend purchasing our shipping insurance at checkout to ensure your parcel.
You will be responsible for all return shipping charges unless stated by customer service. We strongly recommend that you use to purchase with Route at checkout.
If you use the prepaid shipping label, the cost of return shipping will be deducted from your return to cover shipping charges unless customer service has waived the fee.
If you have a non-returnable item that arrived damaged or defective, please contact customerservice@vashtii.com
Refund Process
- Click Here to access the Return Portal and begin the return process.
- Please begin your return process here if you purchased Seel Return Assurance.
- You can also choose to return the item via your own insured, traceable mail.
- Unless otherwise specified by customer service, the return shipping cost will be deducted from your store credit (Vashtii eGift Card).
- We will deduct the original shipping cost from your refunded amount via store credit (Vashtii eGift Card).
- As soon as your return is received, inspected, and approved, we will issue a Vashtii eGift Card to the email address associated with your order.
- The return process could take up to 2 weeks.
For a complete list, visit our Returns and Refunds page.
Can the items be exchanged?
We only replace items if they are defective or damaged.
We will then send instructions on where to return the items.
Due to our limited quantities and high demand for our products, we cannot offer exchanges on any items. That is not due to a manufacturing fault or arrived damaged. Returned merchandise will be processed for a Vashtii eGift Card ONLY.
We recommend purchasing the desired item and then shipping back the returned product to not miss out on the item.
Accounts
How do I create an account?
You can create an account by visiting here.
How do I recover my password if I forgot it?
To reset your password, click here .
You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page.
Shipping
What are shipping costs?
We deliver to all 50 U.S. states, including Alaska & Hawaii
- US Flat Rate: $3.75
- Express shipping: $28
- FREE SHIPPING on Orders $50+
Please allow additional transit time for rural and remote locations.
Standard shipping to Alaska & Hawaii is available for $12.99.
Unfortunately, we do not offer shipping services to APO/FPO. If you have an APO/FPO address, please contact customer service to see if there are any available options for delivery.
Additionally, international shipping is available from for an additional cost.
For a full list of shipping times and Cost; Please Click Here
How do I track my order?
Once your order has been packaged, our warehouse will send you an email with your tracking number. Tracking links are usually updated with tracking information in 48–72 hours
How long does it takes to ship?
Orders are processed Monday - Friday excluding holidays.
Orders placed after 12PM EST on Saturday and Sunday will not be processed until the next business day (Monday)
🚚 US Flat Rate: 7-20 Business Days***
US Flat Rate arrives in 7-20 Business Days after order has shipped.
- FREE SHIPPING on Orders $50+
Orders placed after 12PM EST on Saturday and Sunday will not be processed until the next business day (Monday)
Please allow additional transit time for rural and remote locations.
🚛 Express: Express 5-7 business days***
Express shipping arrives in 5-7 business days after order has shipped.
Orders placed after 12PM EST on Saturday and Sunday will not be processed until the next business day (Monday)
International Orders
- 🚚 Canada Flat Rate: 7-20 Business Days***
- 🚚 Worldwide Flat Rate 7-20 working days***
- 🚛 Express: 5-7 business days***
- 🚛 DHL: 5-7 business days***
- 🚛 UPS: 5-7 business days***
- Track your online order in Track My Order
Notes:
*🚚 (Due to Covid-19, there may be a delay in delivery.)
*** Please note that business days do not include weekends or holidays.
Orders placed after 12PM EST on Saturday and Sunday will not be processed until the next business day (Monday)
Business days do not include weekends or holidays such as New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
*It is possible for delays to occur during holidays, natural disasters, pandemics, and more. We have no control over the postal service once it leaves our warehouse. In the event of a delay, we will inform you of it.
For a full list of our shipping policy. Please Click Here
Why isn't my package showing tracking yet?
Has your order just shipped? Allow at least 1-3 days for tracking updates to appear after your order shipment notifications. If tracking updates do not appear within a few hours, please try again.
It is common for packages shipped through the Postal System to have little or no tracking information. US Mail Service does not offer tracking for most services, but rather delivery confirmation.
Packages are usually only scanned when they arrive at the post office and again when they are delivered. Neither a pickup scan nor any other information confirms that your package has been mailed.
When your package has not been scanned at your local post office yet, you will see a message similar to the one below:
“Label Created, not yet in system ”
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Have you entered the order number instead of the tracking number? Tracking numbers can be found on your order page or in the shipment notification email.
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Make sure you typed your tracking number correctly; many people mistake the digit "0" for the letter "O"
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In the tracking number, did you enter the correct number of repeated digits (i.e. 0000)? When typing a number, it's easy to miss one digit or type it more than once.
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Did you copy and pasted the tracking number?
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Please check that there are no any unwanted prefixes/postfixes like "N°", "#", ",", "-", etc.
How do I file a shipping issue for my lost, stolen or damaged order?
A confirmation email will be sent to you by Route with a link to file a shipping issue if you purchased Route Protect at checkout.
Haven’t downloaded the app yet? Download here
Label created not yet in system?
Please allow the item(s) to finish their estimated transit times before contacting customer service about a lost or missing package. Item(s) reported “Label Created, not yet in system ” is in transit and just needs to be updated with the carrier. Lot of times this isn't done till the item(s) are going out for delivery by the local carrier.
Postal Box Help
For assistance with shipping to a P.O. Box, please contact customer service and request a PO. Box Order.
Shipping to a Post Office Box is possible for an additional fee along with adding 3-5 days to shipping time when using this option.
Please read all the blow information before requesting a P.O. Box Order.
What causes this?
A global network of warehouses enables us to maintain stock and deliver products faster and with fewer delays. Using other carrier services, such as UPS, FedEx, DHL, EDI Express, and others, makes it impossible to ship certain items to certain destinations.
By using other carriers, rather than just USPS, delays and time can be reduced.
In order to ship to a P.O. Box, USPS is required to be the carrier.
How are we able to ship to a P.O. box when it isn't available?
We can ship to a P.O. Box by sending the item from our warehouse and to our main office. Once that is complete, our staff will reprint the labels and ship them through USPS to the P.O. Box.
Why not just use USPS?
With a global network of warehouses and carriers, we can maintain stock and deliver products faster and more efficiently.
Using other carriers, such as UPS, FedEx, DHL, EDI Express, and others, makes international shipping possible.
This means we are able to reach a wider range of customers and products that we otherwise wouldn't have access to.
How much does it cost?
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- 🚚 $7.22 US Flat Rate: Estimated delivery in 2-8 days
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🚚 $9.97 Priority Mail: Estimated delivery in 1-3 days
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🚛 $23.75 Priority Mail Express: Estimated delivery in 1-2 days
These are not our fees, these are postage charges to send an item.
My package is missing – what should I do?
We're so sorry that you haven't received your package. Please call our customer support team at Customerservice@vashtii.com to help resolve the issue.
Gift Cards, Discounts & Coupons
Take an extra 15% off
Subscribe to Vashtii emails and Be the first to know!
+ Save 15% on your next purchase
*Offer valid for new subscribers only.US Residents Only. Terms apply, see details. Privacy Policy.
To ensure timely delivery of your coupon, please complete the following:
- Add Customerservice@vashtii.com to your list of approved senders
- Check your spam folder
Cannot be used in combination with other percent-off coupons. Not valid on price adjustments
Click here to signup for Sales Alerts and receive a 15%* off coupon code.
Gift cards & Discount codes: How do I use them?
Start by entering a chart or checkout process. You can add a discount code or a gift card by clicking "Add a discount code or gift card" and entering the number.
Shipping Protection
Route Shipping Protection
What is Route?
Route is a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey.
Haven’t downloaded the app yet? Download here
What is Route Protect?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.
Purchased Route Protect and need to file a shipping issue? File here
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package.
When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What are Route’s terms and conditions?
What are Route’s Policies?
Marked As Delivered (Stolen)
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Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
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Orders over $100 USD require a police report
Stuck In Transit (Lost)
Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
Damaged
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File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Policies & Guidelines
Policies & Guidelines
Return and Refund Policy
Terms of Service
OVERVIEW
This website is operated by Vashtii. Throughout the site, the terms “we”, “us” and “our” refer to Vashtii. Vashtii offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Click here for a full list of our Terms of Service page
Terms and Conditions
PLEASE READ THESE TERMS OF SALE CAREFULLY BEFORE ORDERING PRODUCTS ONLINE FROM WWW.VASHTII.COM. PLEASE NOTE THAT THESE TERMS OF SALE INCLUDE THE ADDITIONAL TERMS INCORPORATED HEREIN BY REFERENCE. If you think that there is a mistake in these terms, please contact us.
These terms of sale (the "Terms and Conditions") govern the use of https://vashtii.com/ (the "Site"). This website is operated by Vashtii Inc. Throughout the site, the terms “we”, “us” and “our” refer to Vashtii. This Site is an ecommerce website.
By using this Site”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink., you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.
THESE TERMS AND CONDITIONS CONTAIN A DISPUTE RESOLUTION CLAUSE THAT IMPACTS YOUR RIGHTS ABOUT HOW TO RESOLVE DISPUTES. PLEASE READ IT CAREFULLY.
We reserve the right to change these Terms of Sale without prior notice by posting the revised Terms on our site. The revised Terms can be found at www. Vashtii.com. This purchase will be governed by the terms posted on Vashtii.com at the time of your order. Before submitting your order, please read these terms carefully and verify that the details of your order are complete and accurate. Vashtii's Terms of Service are hereby incorporated by reference.
You can find information about how we collect, use, and disclose information about you in our Privacy Policy.
Click here for a complete list of Terms and Conditions
Shipping Policy
Privacy
Learn more about guest privacy at https://vashtii.com/pages/privacy-policy .
COVID-19 FAQs
We will do our best to ensure that all orders are delivered on time. Currently, millions of people are ordering online, so you may encounter delays, cancellations, or longer wait times. It may be frustrating, but we promise to do our utmost to service as many customers as possible. We will keep you updated via email, text message, and website if any delays occur.
Please visit our Notice About Coronavirus (COVID-19) page for more information about how we are handling this issue.
Intellectual Property
Intellectual Property Infringement Policy
Vashtii.com takes appropriate actions if necessary to ensure that all relevant state, federal, and international laws are upheld and recognized when it comes to material that is alleged to infringe any trademark, copyright, patent, or other intellectual property law. The following information can be sent in its entirety to Customerservice@vashtii.com or you can use the form below if you are an intellectual property rights holder and you believe Vashtii.com sells, offers for sale, or makes available goods and/or services that infringe your intellectual property rights.
Information required
1. Signature of the person authorized to act on behalf of the owner of an exclusive that has been allegedly infringed;
2. Description of the allegedly infringing work or material; 3.
3. Where on the site the allegedly infringing material is located (product(s) URL);
4. Please provide us with sufficient contact information so that we can reach you, such as your address, telephone number, and e-mail address;
5. The statement that you have good faith belief that the use of the material in dispute is not authorized by the owner of the copyright or other proprietary right, its agents, or the law;
6. You must identify the intellectual property rights that you claim are violated by the Website (e.g. "XYZ copyright", "ABC trademark, Reg. No. 123456, registered 1/1/04", etc. ); and
7. Under penalty of perjury, a statement by you stating that the above information is accurate, and that you are authorized to act on behalf of an owner whose exclusive rights are allegedly infringed.
Corperate Contacts
If you have any questions about Vashtii's or an online shopping experience, please Click Here so we can assist you in the best manner possible.
If you are a member of the media, an investor, or a corporate responsibility professional, please visit Corporate Contacts Page for more information .
social media
Seel terms of service
Click here for Seel's terms and conditions
Security & Fraud
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Unrecognized Charges or Orders
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Chargeback fraud
Do you see Vashtii charges on your credit or debit card that you don't recognize?
If you think your Vashtii account has been compromised, Click here to Contact us immediately.
In the subject, type Unauthorized Charges
Be sure to:
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Contact us to help resolve this issue first. After you've contacted us. Get in touch with your bank.
- Your credit card company or bank should be contacted about the unauthorized use and any charges you have disputed. In most cases, your financial institution will freeze your card and issue a replacement.
- Reset your password immediately.
- Delete any saved payment information.
You should change your passwords if you use the same email address and password for other websites. Your credit card may have been compromised elsewhere, for example: skimmed at a gas pump, ATM, or gas station. There are many ways for your information to get out there.
It is also advisable to never open unsolicited text messages or emails. By doing so, scammers gain access to your personal data.
We understand you would want to take every measure possible to protect your information.
If you want to close your account and start over you can close your account by contacting Customer Care.
Do you believe you were a victim of a gift card scam?
If you think you’ve been the victim of a scam, immediately message Vashtii Guest Services at Customerservice@vashtii.com.
Report the situation to your local police, bank/card issuer, and the Federal Trade Commission (FTC).
How do I report a scam or fraud concern on my account?
Keeping copies of your charge slips and comparing them to billing statement information will help you catch fraud quickly. If you ever see unauthorized activity on your Vashtii account, you can email one of the following guest services representatives:
Vashtii customer service: Customerservice@vashtii.com
At Vashtii, we take false chargebacks and fraud very seriously.
Chargeback fraud, also known as friendly fraud, occurs when a consumer makes an online shopping purchase with their own credit card, and then requests a chargeback from the issuing bank after receiving the purchased goods or services.
Our company reserves the right to pursue all legal action against you or charge you accordingly if you are caught committing fraud against Vashtii.
This includes, but is not limited to.
- Blacklisted
- Pursue legal judgement over fraudulent charge-back
- All legal cost associated with said charge back and cost to return lost revenue that was in crude by consumer due to filing false charge back.
- Charges for product and loss of revenue. Fee listed below will be charged and applied. Fees are assessed from the total balance at the time order was placed.
- Transaction fee (4%)
- Product costs (23%)
- Marketing costs (35%)
- Operational costs (20%)
- Charge-back fee ($25)
For a full list of False Fraud & Chargeback claims, please visit https://vashtii.com/pages/fraud-policy