Shopping with Peace of Mind
We understand that buying online can be daunting, especially when it comes to shipping. That's why we offer our Shipping Protection Guarantee.
- If your order is lost, damaged on arrival or appears not to be functioning, we will replace it or refund your money.
- This guarantee applies to all orders, regardless of value.
- We have a team of dedicated customer service representatives who are available to help you with any shipping issues.
How does it work?
To lodge a claim under our Shipping Protection Guarantee, please do the following:
Order Not Delivered
If your order has not been delivered within a reasonable time frame, please Contact Us within 30 working days of dispatch. We will investigate the issue and arrange a replacement or refund if applicable.
Damaged on Arrival
If your order has been delivered but is damaged, please send us photographic proof and a description of the damage as soon as possible to email@example.com for immediate assessment. We require clear images of the damage in order to process your claim. Please be sure to include any packaging that was damaged in transit.
If you believe a part is missing from your order, please check the packaging thoroughly. Small components may become loose during shipping, so it's important to check all of the packaging materials. After a thorough check, if you're unable to find the missing part, kindly Contact Us immediately so that we can offer our assistance.
If your package was delivered but then stolen, our couriers have photographic proof of delivery. Therefore, you will need to contact the authorities to file a police report for theft and claim via your own insurance.
Claim Assessment and Next Steps
Once we have received your claim, we will assess it and be in touch with you as soon as possible.
- If your claim is approved, we will arrange a replacement or refund, depending on the circumstances.
- If your claim is denied, we will explain the reasons for the denial and provide you with next steps.
For everything else, all Vivify Co. products come with a 12-month warranty for added peace of mind.