FAQ
How Can I Place an Order?
Shopping with vivaluren is straightforward:
- Browse our store and select the product you would like to purchase.
- Choose any available size, style, variation, quantity, or other product options.
- Select Add to Cart.
- Review the products and quantities in your shopping cart.
- Continue to checkout.
- Enter your contact, billing, and shipping information.
- Apply an eligible promotional or discount code, if available.
- Review the payment methods currently available at checkout.
- Confirm your order information and complete your purchase.
After your order has been submitted successfully, an order confirmation will normally be sent to the email address provided during checkout.
The confirmation may include your order number and other relevant purchase information.
If you experience any difficulty completing an order, please contact:
How Will I Know My Order Was Successful?
After checkout has been completed successfully, an automatic order confirmation will normally be sent to the email address entered during checkout.
If you do not see the confirmation email, please check your:
- Spam folder;
- Junk folder; or
- Promotions folder.
If you are still unable to locate it, please contact:
Please include the name and email address used when placing your order.
What Should I Do If an Item Is Missing or Incorrect?
If an item is missing from your package or you receive a product different from what you ordered, please contact:
To help us review the situation, please provide:
- Your order number;
- A brief description of the issue; and
- Clear photos or videos where relevant.
After reviewing the information provided, our customer support team will determine an appropriate resolution based on the circumstances.
Possible resolutions may include:
- A replacement;
- A refund;
- An authorized return; or
- Another appropriate solution.
Please do not return any product before receiving return authorization and instructions from our customer support team.
Can I Change My Order After It Has Been Placed?
If you need to request a change to your order, please contact us as soon as possible.
Order-change requests should be submitted before the order enters processing.
Once processing or shipment preparation has started, we cannot guarantee that changes can still be made.
Please contact:
Include your order number and clearly explain the change you would like to request.
Can I Cancel My Order?
If you would like to request an order cancellation, please contact us as soon as possible.
Cancellation requests should be made before the order enters processing.
Once processing or shipment preparation has begun, we cannot guarantee that cancellation will still be possible.
Orders that have already been dispatched generally cannot be cancelled and may instead need to follow the applicable return procedure.
To request a cancellation, contact:
Please include your order number.
For complete cancellation and refund information, please review our Return & Refund Policy.
Can I Change My Shipping Address?
If you notice that your shipping address is incorrect or needs to be updated, please contact us as soon as possible.
Address-change requests should be submitted before the order enters processing.
Please email:
and provide:
- Your order number; and
- The complete corrected shipping address.
Once processing or shipment preparation has started, we cannot guarantee that an address change can still be completed.
After an order has been dispatched, delivery-address changes are generally no longer available through our system.
How Do I Add Products to My Cart?
Open the relevant product page and select any available options, such as size, style, variation, or quantity.
Then select Add to Cart.
You may continue browsing or proceed directly to checkout.
Where Can I View My Cart?
Select the shopping cart icon displayed on vivaluren.com.
From your cart, you can normally:
- Review selected products;
- Adjust quantities;
- Remove unwanted items; and
- Continue to checkout.
How Do I Remove an Item From My Cart?
Open your shopping cart and locate the product you would like to remove.
Select the applicable Remove option or adjust the quantity where available.
Your cart subtotal should update automatically.
How Do I Change Product Quantities?
Use the quantity controls displayed beside the applicable item in your shopping cart.
After increasing or decreasing the quantity, the cart subtotal should update automatically.
Which Browsers Are Recommended?
For the most reliable browsing and checkout experience, we recommend using a current version of:
- Google Chrome;
- Safari;
- Mozilla Firefox; or
- Microsoft Edge.
Older or unsupported browser versions may affect certain website or checkout functions.
Which Payment Methods Are Available?
The payment methods currently available to you will be displayed during checkout.
Available options may vary depending on factors such as:
- Customer location;
- Device;
- Payment-provider availability; and
- Current checkout configuration.
Please review the available payment methods before submitting your purchase.
How Do I Use a Discount Code?
If you have an eligible promotional or discount code:
- Add the products you would like to purchase to your cart.
- Proceed to checkout.
- Locate the discount-code field.
- Enter the applicable code and select Apply.
- Confirm that the discount has been reflected correctly in your order total before completing payment.
Promotional codes may be subject to conditions such as:
- Expiration dates;
- Product exclusions;
- Minimum purchase requirements;
- Customer eligibility;
- Redemption limits; or
- Other promotional terms.
How Do I Request a Return?
Before returning any product, please contact:
When submitting your return request, please provide:
- Your order number;
- The product you would like to return;
- The reason for the return; and
- Relevant photos or videos where applicable.
After reviewing your request, our customer support team will provide the appropriate return authorization and return instructions.
Please do not send any product back before receiving return instructions from us.
The approved return destination may differ from our registered business address.
For complete return eligibility, return-shipping responsibilities, and refund procedures, please review our Return & Refund Policy.
Where Can I Find Return and Refund Information?
Our Return & Refund Policy provides information about:
- Return eligibility;
- The applicable return period;
- How to request a return;
- Return-shipping responsibilities;
- Damaged, defective, or incorrect items;
- Order cancellations; and
- Refund processing.
For additional assistance, please contact:
Where Does vivaluren Ship?
vivaluren currently ships to addresses within the United States only.
Our standard online checkout is not currently available for delivery to destinations outside the United States.
For complete delivery and shipping information, please review our Shipping Policy.
How Long Does Order Processing Take?
Orders are normally processed within:
Up to 5 business days after payment has been confirmed.
Business days do not include weekends or public holidays.
Processing may occasionally take longer during major promotional events, public holidays, unusually high order volume, or temporary operational circumstances.
How Long Does Delivery Take?
After an order has been dispatched, standard delivery within the United States generally takes approximately:
10–20 business days
This estimate begins after dispatch and does not include the order-processing period.
Actual delivery times may occasionally be affected by factors such as:
- Carrier operations;
- Weather conditions;
- Public holidays;
- Transportation disruptions;
- Local delivery conditions; or
- Other unexpected logistics circumstances.
How Much Does Shipping Cost?
Our current standard shipping rates within the United States are:
Orders of $39.00 USD or more:
FREE Standard Shipping
Orders under $39.00 USD:
$2.99 USD Standard Shipping
The estimated delivery time for both standard shipping options is approximately:
10–20 business days after dispatch
The applicable shipping charge will be displayed during checkout before your order is completed.
How Can I Track My Order?
Once your order has been dispatched, we will normally send a shipping confirmation email containing the available tracking information.
Tracking information may take some time to become active after the package has been received or scanned by the carrier.
If your tracking information does not update for an unusually long period, please contact:
Please include:
- Your order number; and
- Your tracking number, if available.
What Should I Do If My Package Is Delayed or Missing?
If your shipment appears significantly delayed, tracking has stopped updating for an extended period, or you believe the package may have been lost in transit, please contact:
Please provide your order number and tracking number where available.
Our customer support team will review the available shipping information and provide an appropriate next step based on the circumstances.
What If Tracking Says Delivered but I Cannot Find My Package?
If tracking shows Delivered but you cannot locate the package, we recommend first checking:
- Around the delivery location;
- With other members of your household;
- With nearby neighbors, where appropriate;
- With building management or reception staff, where applicable; and
- Any delivery notes or photographs provided by the carrier.
If the package still cannot be located, please contact:
We will review the available delivery information and assist with determining an appropriate next step.
A customer inquiry will not automatically be rejected solely because the carrier tracking system displays a Delivered status.
Where Is My Order Shipped From?
Orders may be fulfilled from facilities operated by us or through third-party fulfillment partners.
The fulfillment location selected for an order may depend on factors including:
- Product availability;
- Inventory location;
- Fulfillment capacity; and
- Delivery destination.
As a result, an order may be shipped from a location different from our registered business address.
The use of a separate fulfillment location does not change your rights under our applicable Shipping Policy or Return & Refund Policy.
Is Shopping on vivaluren Secure?
We use reasonable technical and organizational measures intended to help protect information submitted through our website.
Payment transactions are processed through applicable ecommerce systems and payment-service providers using appropriate security technologies.
However, no internet-based system can be guaranteed to be completely secure.
For additional information about how personal information is handled, please review our Privacy Policy.
Is It Safe to Enter Payment Information Online?
Payment transactions may be processed through applicable third-party payment providers and ecommerce systems.
Where payment information is entered directly through a payment provider, vivaluren may not directly receive or store complete payment-card details.
When entering payment information, please make sure you are using our official website:
vivaluren.com
How Does vivaluren Use My Personal Information?
Personal information is handled in accordance with our Privacy Policy and applicable legal requirements.
Depending on the circumstances, personal information may be used for purposes including:
- Processing and fulfilling orders;
- Managing payments;
- Coordinating shipment and delivery;
- Providing customer service;
- Processing returns and refunds;
- Operating and maintaining the Site;
- Detecting or preventing fraudulent activity; and
- Meeting applicable legal or regulatory requirements.
For more information, please review our Privacy Policy.
Privacy-related questions may be sent to:
When Is Customer Support Available?
Our customer service hours are:
9:00 AM–6:00 PM PDT
For assistance, please contact:
Customer Support Email:
service@vivaluren.com
Customer Support Hotline:
+1 (406) 660-6866
Response times may occasionally be longer during weekends, public holidays, major promotional periods, or periods of unusually high customer inquiry volume.
Customer Support and Business Information
Brand Name:
vivaluren
Legal Company Name:
Shenzhen Yongchen Technology Co., Ltd.
Website:
vivaluren.com
Business Address:
Room 1110A, Unit 2, No.478 Guiyue Road, Zhangge Community, Fucheng Sub-district, Longhua District, Shenzhen, China
Customer Support Email:
service@vivaluren.com
Customer Support Hotline:
+1 (406) 660-6866
Customer Service Hours:
9:00 AM–6:00 PM PDT
The vivaluren online store is owned and operated by Shenzhen Yongchen Technology Co., Ltd.
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