Shipping Policy

Vivella Shipping Policy
Last Updated: Wednesday Novemeber 5, 2025

Order Processing Time

  • All orders are processed within 1-2 business days (Monday-Friday, excluding federal holidays) after payment confirmation.
  • You will receive an order confirmation email immediately upon successful purchase containing your order details and receipt.
  • A separate shipping confirmation email with tracking information will be sent once your order has been dispatched.
  • Orders placed on weekends or holidays will be processed on the next business day.

Estimated Shipping Times

Shipping timeframes begin after your order has been processed and shipped from our facility. Delivery estimates are as follows:

  • United States: 7-12 business days
  • Canada: 7-12 business days
  • United Kingdom & Europe: 7-15 business days
  • Australia & New Zealand: 8-15 business days
  • Rest of World: 10-20 business days

Please Note: These are estimated delivery windows and may vary due to factors beyond our control, including but not limited to customs processing, carrier delays, weather conditions, remote delivery locations, and postal service backlogs during peak seasons.

Order Tracking

  • Every order includes tracking information for full shipment visibility.
  • You will receive a tracking number and link via email once your order has shipped.
  • Tracking updates may take 24-48 hours to appear in the carrier's system after dispatch.
  • For tracking issues or questions, contact support@vivella.us with your order number.

Shipping Costs

  • Standard Shipping: Complimentary on all orders
  • Express Shipping: Available in select regions with rates calculated at checkout based on destination and package weight
  • International Orders: Standard shipping is included; express options may be available depending on location

International Shipping & Customs

Customs Duties & Import Fees

  • International customers are responsible for all customs duties, taxes, tariffs, and import fees imposed by their destination country.
  • These fees are determined by your local customs authority and are not included in your order total.
  • Vivella has no control over these charges and cannot predict their amount.
  • Failure to pay customs fees may result in package return or abandonment, for which Vivella is not responsible.

Customs Clearance Delays

  • International shipments may experience delays during customs inspection and clearance.
  • Vivella is not responsible for delays caused by customs processing.
  • Customers should monitor tracking information and respond promptly to any customs notifications.

Address Accuracy & Delivery Issues

Customer Responsibility

  • Customers are solely responsible for providing accurate and complete shipping information at checkout.
  • Please verify your shipping address, including apartment/unit numbers, before completing your purchase.
  • Vivella is not responsible for orders delivered to incorrect addresses provided by the customer.

Incorrect Address Policy

  • If your package is returned to us due to an incorrect, incomplete, or undeliverable address you provided, we will contact you to arrange reshipment.
  • Reshipment Fee: You will be responsible for covering the shipping cost for the second delivery attempt.
  • If you do not respond within 14 days of our contact attempt, the order may be canceled with no refund issued.

Failed Delivery Attempts

  • If a carrier makes multiple delivery attempts and the package is returned as undeliverable (e.g., no one available to sign, access issues), reshipment will require payment of shipping fees.
  • Please monitor tracking information and coordinate with your carrier for successful delivery.

Lost or Stolen Packages

  • Once a package is marked as "delivered" by the carrier, Vivella is not responsible for lost or stolen parcels.
  • We recommend having packages delivered to a secure location or using carrier hold options if available.
  • For delivery issues, file a claim with the shipping carrier directly using your tracking number.
  • In cases of suspected theft, we recommend filing a police report and contacting the carrier.

Shipping Restrictions

  • We currently ship to most international destinations.
  • Some remote locations may have extended delivery times or limited carrier access.
  • We do not ship to P.O. boxes for certain express shipping options.
  • Military APO/FPO addresses are accepted with standard shipping times of 10-20 business days.

Order Consolidation

  • Multiple orders placed separately cannot be combined for shipping after purchase.
  • If you need to purchase multiple products, please add all items to your cart before checkout to ensure they ship together.

Damaged Packages

If your package arrives damaged, please:

  • Take photos of the damaged packaging and product
  • Contact support@vivella.us within 48 hours of delivery
  • Provide your order number and photos
  • We will arrange for a replacement or refund in accordance with our Return Policy.

Undeliverable Packages

  • Packages that are refused, unclaimed, or returned to sender due to customer error (incorrect address, refusal of customs fees, etc.) will not be automatically reshipped.
  • Contact support@vivella.us to arrange reshipment at your expense.

Shipping During Peak Seasons

  • During high-volume periods (holidays, promotional events), processing and shipping times may be extended.
  • We will notify customers of any anticipated delays via email or website notification.
  • Please allow additional time for delivery during these periods.

Force Majeure

Vivella is not liable for shipping delays or failures caused by circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters
  • Severe weather conditions
  • Carrier service disruptions
  • Pandemics or public health emergencies
  • Government actions or restrictions
  • Labor disputes
  • Acts of terrorism or war

Contact Us

For questions about shipping, tracking, or delivery issues, please contact our support team:

  • Email: support@vivella.us
  • Response Time: Within 24-48 business hours
  • Required Information: Order number, tracking number (if available), and description of issue

This Shipping Policy is subject to change without notice. The most current version will always be available on our website.