Shipping and Return Policy

Shipment processing/delivery time

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 process the orders, which takes an additional 2–3 business days.
  • Delivery 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 7-14 business days.

Moreover we offer “Fast Shipping” option (3-7 business days) only with certain products to/within U.S.A and/or other selected Countries.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.
Due to the severity of the COVID-19 outbreak, there are widespread airline cancellations and restrictions in affected areas. Please note that shipment to your country might take longer than usual.

Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s).

Customs, Duties, and Taxes
Vivocool is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages
Vivocool is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Please save all packaging materials and damaged goods before filing a claim.

Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Return Policy

  • We provide a refund to your original payment method for all full-priced items.
  • We only provide store credit for items purchased with a discount or discount code of 25% or more, from our full retail price.
  • Refunds or store credit will be issued within 30 days from the date we receive your return.
  • You have 14 days from the date you receive your order to initiate and return your item(s) for a refund or store credit. Any returns not made within this window will be rejected.
  • We do not provide a return label or pay for returns shipping.
  • Items must be in their brand-new, unused condition and original packaging to be eligible for a refund.
  • Items returned to us that are not eligible for a refund or store credit will be discarded or sent back to you at your own expense.
  • All items purchased with a gift card or store credit are not eligible for return. Gift cards purchased and store credit issued by Vivocool cannot be exchanged or refunded.
  • All shipping charges and government taxes are non-refundable.
  • Cancellations are only accepted for full-priced items, within 60 minutes after an order is placed.
  • The Terms & Conditions of our Returns Policy prevail in the case of miscommunication or otherwise.

Please contact us in order to receive the right “Return address”.

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