Frequently Asked Questions
How can I get information about upcoming sales and special offers?jczl1The best and easiest way is to follow us on social media, where we post all the information beforehand! Moreover, you can get your notifications per email if you subscribe to our newsletter at the bottom of any page of Vivocool.
How can I see where my order is at the moment?jczl1We provide you with an excellent opportunity to track your order by simply indicating your tracking number. As soon as you get the number, fill it in on "Track your order" and click on TRACK button. You will immediately see where your package is at the moment and which stages your delivery has already gone through. Please allow 4 to 7 business days for the tracking information to show.
How do I cancel my order?jczl1Cancellations are only accepted for full-priced items, within 60 minutes after an order is placed. Please if you have to cancel your order for any reason contact us immediately if you are able to cancel within the given time frame. We process orders as quickly as possible so cancellations are time sensitive.
How do I use a coupon code?jczl1When checking out, enter your code in the “Coupon Code” box over the “Billing Details” section. Click “Apply Coupon” and the discount will automatically be applied toward the order total. If your code isn’t working, double check that there aren’t any specifications that must be met. Still having issues? Contact us.
How long does shipping take?jczl1Our goal is to offer you the best shipping options. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times. We proudly offer FREE SHIPPING on all orders. The time frame for order delivery is divided into two parts:
- Processing time: Order verification, tailoring, quality check, and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and China Post process the orders, which takes an additional 1–3 business days.
- Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. It depends on the shipping method and the destination country. Due to extremely high demand and because we ship from multiple international warehouses, the average delivery time is 15-25 business days.
I ordered 2+ items, but only received one. Where’s my order?jczl1We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once… they are on the way!
What if I didn’t receive my order after 25 days from the moment of getting the shipment notification?jczl1No worries - slight delays in shipment may occur due to, for instance, upcoming or current holidays that are not working days of post and delivery services. Moreover, keep in mind that it might take a considerable time for the customs of your country to check your package. If your delivery is significantly late, or you’re experiencing problems with tracking your order, please contact us. We would be glad to help you at any time!
What is your return policy?jczl1To begin initiating a return please contact us in order to receive the "return address".
- Return the new, unopened items to us within 14 days of delivery.
- For any product valued over $50 you should consider using a trackable shipping service or purchasing shipping insurance.
- Any product you return must be in the same condition you received it and in the original packaging.
- Please be considerate when placing your order to choose the correct size, color, etc. of your product to avoid any returns for exchanges.
What methods of payment are accepted?jczl1We accept payment by credit card (MasterCard, Visa, American Express, JCB, Discover, Diner's Club International), by debit card, and by PayPal. If your local currency is not one of those listed below the amount will be converted by your bank or credit card issuer automatically. After submitting your order, you will be prompted to fill in your billing information and will be able to choose your method of payment. Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.
What should I do if I can’t login to my account?jczl1First, try resetting your password by clicking on the "Forgot your password?" option on the Login page. We’ll email you with a link to reset your password! If you're unable to reset your password, contact us and provide us with your name and the email address you used to create your account so we can help get you logged in!