FAQs
FAQs
What are your payment options?
We accept Visa, Mastercard, American Express. Please note that our global processing service will not accept any cards issued by local banks that do not have any of the logos stated before. PayPal, ShopPay and Apple Pay are also accepted.
How do I exchange an item?
In order to get your order quickly as possible, we begin processing an order immediately after it is placed. For this reason, we cannot make any changes or cancellations to an order once it has been submitted. You may return the merchandise if the item follows the return policy.
How will my personal information be managed?
Viva Shop is committed to maintaining the highest levels of security and protection against fraud. We have the latest in security technology to ensure that your personal information remains confidential and secure.
What is the return policy?
Due COVID-19 Pandemic we do not accept returns or exchanges for up to 5 days after items are received, and must be returned in their original condition.
If you are not 100% satisfied with your purchase, please email our customer service department at vivashoppr@gmail.com. Your request for return will be answered by our customer service team within 1-5 business days.
The client is responsible for all shipping costs. Please allow 1-5 business days for us to process your return upon receipt. Original shipping charges (if applicable) will not be refunded.
Although we check all merchandise for defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon arrival to make sure it is free of any defects. Damaged goods due to buyer’s negligence will not be accepted for refund. Any return or exchange that does not meet the above criteria will be sent back to the customer.
Customers have the option of choosing only store credit.
Will I receive a confirmation for my purchase?
You will receive an order confirmation shortly after your order has been placed. Please check your spam folders if you do not receive a confirmation email within a few hours of placing your order.
The order confirmation is not a shipping confirmation. A separate shipping confirmation email will be sent to you once your order leaves our facilities.
How do I track my order?
You will receive a shipment confirmation once your order leaves our facilities. This email will include a delivery tracking number. Please note that some orders may arrive in separate packages.
What are the shipping details?
US & Puerto Rico
We process all orders Mondays through Fridays, excluding Holidays. We offer 3 shipping options at checkout: USPS First Class, Priority & Express.
All orders over $100 ship for free via First Class Mail. Priority & Express Mail orders placed after 12pm EST will be processed next day. Once your order is packed and ready to ship, you will receive a shipping confirmation email with your tracking details.
International
International Orders are shipped via USPS First Class Mail with Insurance. This service can take anywhere from 10 to 20 days to arrive depending on the destination country. Your order will include a Customs Declaration number as proof of shipment. This number will help you track your package inside the US and in some selected countries.
PLEASE READ CAREFULLY BEFORE PLACING YOUR INTERNATIONAL ORDER:
Duties and taxes are not included in the total at checkout. They are determined by the customs agency within the destination country. Although most countries don't charge these fees, for the ones that do (like the UK) assessment of duties and taxes are based on the value of the order. We recommend that you check with your local customs for more information regarding importation taxes and duties that may be applicable to your online order. Payment of any duties and/or import taxes is the responsibility of the recipient. Fees are collected at the time of delivery.