Shipping Policy
Effective date: October 15, 2026
All orders ship free within the United States and currently arrive in approximately 10–12 business days from the date you place your order.
1. Delivery times and costs
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Shipping cost |
Free on all orders within the United States |
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Order processing |
1–3 business days |
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Total delivery time |
Approximately 10–12 business days from order placement |
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Where we ship |
All 50 U.S. states. We currently do not ship internationally. |
Our products are shipped directly from our fulfillment partners, which is why delivery takes longer than from a local warehouse. Business days are Monday to Friday, excluding U.S. federal holidays. Orders placed after 12:00 p.m. ET or on weekends begin processing the next business day.
If your order contains several items, they may ship from different locations and arrive in separate packages. You will not pay any extra shipping fees for this.
Import fees. All prices on the Site include any applicable import duties and fees. You will never be asked to pay additional charges on delivery.
2. Tracking, delays and your right to cancel
Tracking. Once your order ships, we email you a confirmation with a tracking number. Tracking information can take 2–4 business days to update after your package leaves our fulfillment partner, so please don't worry if it does not show movement right away.
If your order is delayed. If we cannot ship your order within the time stated above, we will email you before that time runs out with a revised shipping date. You can then choose to wait for the new date or cancel your order for a full refund. If we cannot ship within 30 days of the original date, we will cancel the order and refund you in full unless you tell us you want to keep waiting.
Cancelling before shipment. You can cancel any order that has not yet shipped by emailing hi@vivanesse.com with your order number. We will refund you in full to your original payment method.
Refunds are issued within 7 business days of a cancellation. Depending on your bank or payment provider, it may take a few additional days to appear on your statement.
3. Address issues, lost or damaged packages
Shipping address. Please check your address carefully at checkout. If you notice a mistake, email us within 12 hours of placing your order and we will correct it if the order has not shipped yet. If a package is returned to us because of an incorrect or incomplete address, we will reship it once at no cost or refund your order.
Lost packages. If your tracking shows no movement for 7 days, or your order has not arrived within 20 business days of placing it, contact us. We will investigate with the carrier and send you a free replacement or a full refund.
Marked as delivered but not received. Please check with neighbors, your building's mail room and around your property, and wait 2 business days, since carriers sometimes mark packages delivered early. If it still has not turned up, contact us and we will help you resolve it.
Damaged or wrong items. If your order arrives damaged, defective or incorrect, email us within 14 days of delivery with your order number and a photo. We will send a replacement or refund you at no cost to you.
4. Contact us
Questions about your order or shipping? Email us at hi@vivanesse.com with your order number and we will reply within 1–2 business days.