FAQ

• Ordering & Payment
  • What types of payments do you accept?
    We accept Visa, Mastercard, American Express and Discover.
  • Will my credit card be charged when I place my order or when it ships?
    Since we do not hold payment information in our system, your card will be charged at the time of purchase.
  • Will I pay sales tax?
    The amount of sales tax charged to your order, if any, is determined by the sales tax rate in the city or county where the order is shipped.
  • Can I make changes to my order after placing it?
    You can make changes to your order within 24 hours of the time the order is placed. Simply send an email with your order number and change request to [email protected]. Changes requested after this 24-hour window cannot be guaranteed, but we will make every effort to accommodate your order if it has not shipped.
• Shipping & Delivery
  • When will my order ship?
    Orders ship from our Salt Lake City warehouse within 3 business days of receipt. When the order ships you’ll receive a shipping confirmation email with a tracking number.
  • Where do you ship to?
    We offer free shipping within the 48 contiguous states. Shipments to Alaska, Hawaii, Puerto Rico and the U.S. Virgin Islands will include a freight charge equivalent to 20% of the order value. We do not ship outside the U.S. at this time.
  • Do you ship to P.O. boxes?
    We do not ship to P.O. boxes, but you can choose to have your delivery held for pickup at a secure FedEx location near you. Simply enter your tracking number on the FedEx tracking page, select “Manage Delivery”, then “Hold at Location”.
  • How long will it take to receive my order?
    Orders shipped within the 48 contiguous states typically deliver within 1-5 days of shipment. Orders shipped to Alaska and Hawaii typically deliver within 3-7 days of shipment.
• Order Status
  • How do I check the status of my order?
    Go to the My Account page on virolighting.com and log in to see your order status. If your order has shipped, your tracking number will also appear on this page.
• Returns & Cancellations
  • Can I cancel my order?
    You can cancel your order within 24 hours of the time the order was placed. Send an email to [email protected] with “CANCEL ORDER” and your order number in the subject line. We’ll send you a confirmation email when the order is cancelled in our system.
    While we make every effort to accommodate cancellation requests after this 24-hour window, we can’t guarantee it. Cancelled orders that have already been processed must be handled as a return.
  • Can I return an order?
    We accept returns that are initiated within 30 days of delivery. Returns must be unused/uninstalled and in their original packaging.
  • How do I initiate a return?
    Go to the My Account page on virolighting.com and click on your order, then click “Start a Return” to get easy instructions on initiating a return.
    
    We offer complimentary shipping on returns initiated within 15 days of delivery. Returns initiated within 16-30 days of delivery will be charged a $30 restocking fee.
  • When can I expect my refund?
    We’ll process your refund as soon as your return has been received and inspected. Refunds typically take 7-10 days to process.
    
    We offer complimentary shipping on returns initiated within 15 days of delivery. Returns initiated within 16-30 days of delivery will be charged a $30 restocking fee.
    
    Remember that Items must be returned in unused/uninstalled condition and in their original packaging.
  • Can I exchange my item for a different product?
    You can return your original product and then order a new one.
• Warranty & Damage Claims
  • What does your warranty cover?
    Should your Viro light fail due to a manufacturing fault or material defect within 5 years or should your Viro smart bulb fail within 2 years we will repair or replace it free of charge. If it is not practical to repair it, we will replace it.
  • How do I initiate a damage claim?
    Please contact us at [email protected] within 10 business days to initiate a damage claim. You must retain all original packaging and provide photographs of each side of the shipping boxes, including the shipping label, as well as the damaged product. Please note that we cannot accept damage claims after 10 days.
• Product Support
  • Where can I find installation instructions?
    Installation instructions are included in your shipment box, but don’t fret if you lost them! You can also access your installation instructions by downloading them from:
    

    • Your order: go to the My Account page on virolighting.com, click on your order, and you’ll find a link to installation instructions for each product you ordered.
    
    
    • Your order email: Each product you ordered should have a link to its installation instructions in the order confirmation email sent to you when you placed your order.
  • Where can I find instructions for setting up my light with the Viro app?
    You can find instructions on the Viro Smart bulb box.
  • Will my Viro light work with a normal switch? Will it work with a dimmer switch?
    Your Viro light will work with a standard on/off switch. A Viro light using a Viro smart bulb will not work with a standard dimmer switch, but can be dimmed using the Viro app.
  • Do I have to use the Viro smart bulb provided with my light?
    Viro lights work with any standard E26 base bulb, but to access Viro smart features you must use the Viro smart bulb and the Viro app.
  • Do I have to download the Viro app to use my Viro Light?
    Download the Viro app to use your light with the Viro smart bulb provided. If you use a standard E26 base bulb, you do not need to download the Viro app to use it
  • How do I clean my fixture?
    Use a microfiber cloth to remove any dust. For light fixture cleaning, use a soft damp cloth to gently wipe surfaces, then immediately use a dry cloth to wipe the surface again.
    For glass diffusers, use white vinegar on a soft cloth to wipe surfaces free of any oils, allow it to dry, then use a microfiber cloth to remove any dust particles.
• Viro App Support
  • Where can I download the Viro App?
    The Viro App is available in the Apple App Store and Google Play.
  • What equipment do I need to connect to the Viro app?
    Use a smartphone to download the Viro app.
  • How do I connect my Viro light to the Viro app?
    Download and install the Viro app, register an account, and then turn on your light. The light will start blinking to indicate that it’s ready to pair with the Viro app.
  • What does the Viro app allow me to do with my lights?
    The Viro app lets you create Rhythms, Schedules and Scenes so that you can customize your light settings to suit your daily activities.
  • How can I control multiple lights from the Viro App?
    You can easily create groups of lights in the Viro app.
  • How can I reset my Viro smart bulb or pair it with another account?
    To reset your bulb or pair it with another account, turn the bulb on and off in the following sequence: ON / OFF / ON / OFF / ON. When the bulbs starts flashing bright white it is in pairing mode.
  • Will the Viro app affect my WIFI bandwidth, data speeds or device battery life?
    Because the Viro app communicates with your Viro lights and uses data only on occasion, it should have a minimal effect on your WIFI and data speeds. It has no more effect on a phone battery than any other commonly used app.