Refund & Return

Return Policy

We accept returns on eligible products within 10 days of delivery.

Eligible Returns

Items must be purchased directly from vivatressusa.com
Returns must be initiated within 10 days of the delivery date

To Start a Return

Email hello@vivatressusa.com with your order number and reason for return.
If approved, return instructions will be provided.

Please Note: Do not send items to our corporate address as that location is not equipped to process returns.

Non-Refundable Items

Customized or personalized orders
Free gifts or promotional items
Clearance or final sale items

Refunds will reflect the actual amount paid after any discounts or promotional offers.

If a return causes your order to fall below the threshold for a promotion (e.g., free shipping or a free gift), the value of that benefit may be deducted from your refund.

Shipping fees are non-refundable.

Cancellations & Order Changes

To cancel an order, please email hello@vivatressusa.com as soon as possible.

We’re unable to make changes to orders once they’re placed. If you need to update something, the original order must be canceled (if possible) and a new order submitted.

Orders often begin processing shortly after they're placed, and many are picked, packed, and labeled quickly through our automated warehouse system. While we’ll do our best to process your cancellation request quickly, we can’t guarantee it will be completed before your order ships.

If your order has already been marked as shipped, it can no longer be cancelled.

Exchanges

We do not offer direct exchanges. If you would like a different item, please reach out to us at hello@vivatressusa.com.

Return to Sender & Undeliverable Packages

Orders that are returned to sender due to incomplete or incorrect address information, refusal at delivery, or failure to retrieve the package are not eligible for automatic refund.

While some return-to-sender packages may reach our facility, we cannot guarantee receipt, timely processing, or notification. If you believe your package was returned to us, please contact us within 10 days of the original delivery attempt.

If we’re able to locate your return, we’re happy to either:

Reship your order for a $5.99 fee, or
Process a refund minus the actual shipping cost (i.e., the amount we paid to ship your order, regardless of any shipping charge) and a $2.99 restocking fee.

Missing or Damaged Items

If your order arrives with missing or damaged items, please email hello@vivatressusa.com within 48 hours of delivery. Be sure to include your order number and any applicable photos so we can assist you quickly.

Claims reported more than 7 days after delivery may not be eligible for refund or replacement.

If your tracking shows “delivered” but you haven’t received your package:

Wait 48 hours: USPS may mark packages as delivered in advance
Double-check the shipping address on your order confirmation
Look around your delivery area (porch, side door, building mailroom, etc.)
Ask neighbors or building staff
Contact the shipping carrier to file a claim

For USPS packages, you can find guidance and start a Missing Mail search here:

https://www.usps.com/help/missing-mail.htm

VIVATRESS is not responsible for lost, stolen, or misdelivered packages once marked as delivered by the carrier. However, we're happy to provide documentation or tracking details to support your claim if needed.

Freight Forwarders & Third-Party Shipping

If you use a freight or parcel forwarding service, our responsibility ends once the order is confirmed delivered to the address provided at checkout. After this point, VIVATRESS is not liable for loss, damage, theft, or defects, and no refunds, replacements, or compensation will be issued.

All shipping, customs, and documentation beyond that point are managed by the forwarding company. Questions regarding duties, values, or delivery must be directed to your forwarder.

By choosing to ship through a forwarding service, you accept full responsibility for the condition and security of your order once it has been delivered to them.

Legal Disclaimer

VIVATRESS reserves the right to refuse any return that does not meet the conditions outlined in this policy. Items ineligible for refund will not be returned.

All returns and refunds are subject to approval. We may update or revise our shipping and return policies at any time without notice.

VIVATRESS is not liable for delivery issues resulting from incorrect shipping addresses entered at checkout, delays caused by the shipping carrier, or damage incurred in transit.

Order Misuse & Policy Abuse

Customers are expected to place orders in good faith. Orders that attempt to manipulate promotions, rewards, or operational processes may be reviewed, cancelled, and/or consolidated at our discretion. When multiple orders are combined, shipping fees from each order will not be refunded.

Filing a payment dispute or chargeback for an order that was correctly fulfilled and delivered to the address provided constitutes a violation of our terms. VIVATRESS reserves the right to refuse service to customers who engage in chargeback abuse or bad-faith transactions.

We actively monitor for suspicious activity. Orders placed using false information, manipulation of pricing or promotions, or patterns of excessive returns or disputes may be canceled. Customers who engage in this behavior may be restricted from accessing or purchasing from our site in the future.

For more on account use and customer conduct, please refer to our Terms & Conditions.

Arbitration Clause

By purchasing from vivatressusa.com, you agree that any dispute or claim relating to your use of the website or any product purchased will be resolved by binding arbitration, rather than in court, except where prohibited by law. You also agree that such claims will be handled individually, not as a class action. The Federal Arbitration Act and federal arbitration law apply to this agreement.

Limitation of Liability

Please review all product labels before use. We recommend performing a patch test before full application to check for allergic reactions or sensitivities.

VIVATRESS is not liable for adverse reactions resulting from misuse, allergies, or failure to follow product instructions.