Frequently Asked Questions
We're here to help
Frequently Asked Questions
We're here to help
Orders & Payments
How do I track my order?
How do I track my order?
Please visit this link
https://viwoods.com/apps/17TRACK, or check the more accurate tracking information via the official website of the logistics provider.
Can I cancel my order?
Can I cancel my order?
Customers may be eligible to cancel their order free of charge within 4 hours of purchase. Please contact customer service for assistance.
Once your order has been shipped, we’re unfortunately unable to cancel, intercept, or arrange refusal of delivery. If a shipment is lost or additional charges are incurred as a result, the associated costs may be deducted from your refund. We appreciate your understanding.
Can I change the recipient or delivery address for my order?
Can I change the recipient or delivery address for my order?
It depends on the current status of your order:
- Before Shipping: If your order hasn't been shipped yet, you can contact customer service directly to update the delivery details.
- Shipped but Not Delivered: If your order is already on its way but hasn't been delivered yet, you have two options:Contact the shipping carrier directly (please have your tracking number ready) to request a change to the recipient information.Or, email our official customer service at service@viwoods.com for further assistance.
- Delivered: Once the order is marked as delivered, we are unable to modify any delivery information. If you need to return or exchange the item, please contact customer service for post-sales support.
What is 60-day / 7-day free trial? What is your return & exchange policy?
What is 60-day / 7-day free trial? What is your return & exchange policy?
60-day free trial for device; 7-day free trial for accessory. Calculated from the date of receipt.
Purchases made through channels other than our official website are not eligible for the return and exchange policy from this web.
What is 14-Month Warranty Policy? What is your return & exchange policy?
What is 14-Month Warranty Policy? What is your return & exchange policy?
14-Month Warranty：This warranty covers any defects in materials or workmanship of the device under normal use —excluding accessories.
Purchases made through channels other than our official website are not eligible for the return and exchange policy from this web.
Do you support special offer for bulk purchases?
Do you support special offer for bulk purchases?
Yes, we offer bulk purchasing options. For orders of 10 units or more, please contact service@viwoods.com for a discount.
What should I do if my payment fails?
What should I do if my payment fails?
We recommend using Google Pay or Apple Pay. If your credit card is declined, please try a different card or use PayPal.
Please verify your payment details, try another method, or reach out to your bank. If the problem persists, feel free to contact our support team.
What should I do if I was charged an extra fee during the transaction?
What should I do if I was charged an extra fee during the transaction?
If you were charged an additional fee during checkout, please provide your order number and bank transaction proof to our email service@viwoods.com for verification. We will process it for you after confirmation.
How long does a refund take?
How long does a refund take?
Once your refund request is submitted and approved by our customer service team, it will be processed and forwarded to your bank. Refunds typically take 3–7 business days to appear in your account. I
f you are eager to get refunded, please contact your card-issuing bank to check the transfer status.
If I order multiple items, will I receive them all together?
If I order multiple items, will I receive them all together?
It depends on the stock status and warehouse locations of your items:
Same warehouse & in stock: If all items are available and shipped from the same warehouse, they will typically be packed together and delivered in one shipment.
Different warehouses or pre-order items: If items are stored in different warehouses or include pre-order/backorder products, they may be shipped separately. You will receive email for this situation.
Shipping & Delivery
Where do you ship from?
Where do you ship from?
We ship from our local warehouse, so most orders arrive within 3-6 business days.The detailed address is as follows:
1. California，USA
2. Los Angeles, USA
3. Toronto, Canada
How long does shipping take?
How long does shipping take?
- Shipped from the US warehouse: Expect delivery within 3-15 business days.
- Shipped from the CA warehouse: Expect delivery within 3-15 business days.
Please note: The above information is the delivery time for products in stock. For the delivery time of pre-sale products, please refer to the information on the checkout page.
Why was my order charged a shipping fee?
Why was my order charged a shipping fee?
We offer free shipping to most locations within the US / CA. However, for orders with delivery addresses on islands or in remote areas, shipping costs may be partially charged due to higher logistics expenses.
Do you ship to my country?
Do you ship to my country?
We ship to the US and CA countries. For the EU / UK regions, please visit EU: viwoods-eu.com / UK: uk.viwoods.com to place your order.
What if my package arrives damaged?
What if my package arrives damaged?
Please take photos of the outer packaging and the damaged items, then contact our support team at service@viwoods.com within 3 days of delivery. Be sure to include your order number. Once we verify the damage, we will arrange a replacement or issue a full refund for you.
Why can't I have my order sent to a PO Box?
Why can't I have my order sent to a PO Box?
Unfortunately, we cannot ship to PO Box addresses. This is because all orders are delivered via courier services such as DHL, FedEx, or UPS, which require a physical delivery location and a signature upon delivery — services that cannot be provided to a PO Box. To make sure your order arrives safely, please provide a complete street address instead, including the floor or suite number if applicable.
Returns & Exchanges
What's the 60-day free trial rules?
What's the 60-day free trial rules?
We have a 60-day trial, but only for orders from this website. To initiate a return, please get in touch with our customer service team at service@viwoods.com. We'll guide you through the process.
1. Fill in your return apply table.
2. Wait for our reply. No extra charges, No return shipping fee.
Do I need to pay for the return shipping?
Do I need to pay for the return shipping?
Free returns are available for devices that qualify for the 60-day trial. We will cover a portion of the return shipping cost. If the actual shipping cost exceeds this amount, the customer is responsible for the difference.
Please note that all accessory returns are subject to shipping charges.
Do I need to pay for exchange fee?
Do I need to pay for exchange fee?
Exchange Fee = Shipping fee + Price difference
Shipping fee: Free returns are available for devices that qualify for the 60-day free trial, provided they are not shipped back from a remote area. If the device does not meet these conditions, return shipping fees will apply.
Price difference: If the price of the replacement item differs from the original, any price difference will need to be paid or refunded accordingly.
Accessories are return-only and cannot be exchanged. To get a different item, simply return the original within the return period and place a new order.
User Guides
What languages are available on the device?
What languages are available on the device?
User Interface Languages: German, English, French, Italian, Dutch, Portuguese, Russian, Simplified Chinese, Traditional Chinese, Korean, Japanese.
Keyboard Languages: In addition to the above, the keyboard supports: Greek, Swedish, Arabic.For additional language needs, you can install third-party keyboard apps such as Gboard or other language input tools.
AI Language Support: The AI model supports the same languages as GPT, Gemini, DeepSeek, and Qwen models.
What document formats does the device support?
What document formats does the device support?
The device supports the following document formats for reading and editing:
Picture: PNG, JPG
File: PDF, EPUB, MOBI, AZW, AZW3
For the best reading experience, we recommend using PDF or EPUB formats.
How do you protect my privacy?
How do you protect my privacy?
- Only a lock screen password is used, and it is stored locally on the device.
- All network data transmission is encrypted using HTTPS.
- We do not store or read user data (excluding account-related information). All user data remains on the device.
What file transfer methods does the device support?
What file transfer methods does the device support?
You can transfer files via USB-C cable, email, cloud services (Google Drive, Dropbox, OneDrive), Bluetooth, or Wi-Fi transfer. You can also use our proprietary tool, ViTransfer, to transfer across AiPaper devices, PC, and phone.
How do I set up cloud sync to prevent data loss?
How do I set up cloud sync to prevent data loss?
Click the cloud sync button at the top of the home screen to sync files to Google Drive, OneDrive, or Dropbox in one click.
How often is the software updated?
How often is the software updated?
- Regular Updates: We release feature updates and optimizations once a month, including new functions, interface improvements, and performance enhancements.
- Security Patches: In the event of security vulnerabilities or urgent issues, we push fixes immediately without waiting for the next regular update cycle.
How we listen to users?
How we listen to users?
We collect user feedback every week from customer service channels, community forums, and other platforms. Each week, we review and discuss this feedback and prioritise a selection of these requests into our development roadmap.
Want to help decide what we build next—and get exclusive early access? Join our Reddit and Discord communities! Here, your feedback goes straight to our team. Be the first to know about new releases, vote on upcoming features, and shape the product roadmap alongside fellow power users. We're listening 24/7.
