FAQ's

Orders:

How do I track my order? (Domestic & International)

You may either track your order here or by using your tracking number to track your order through your shipping carrier.

How do I change / cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible. While we cannot cancel or change an order once it has been placed you are welcome to return the item to us in accordance with our returns policy. 

When will my order ship? 

Our products usually ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have a sale or a new product launch, orders may take a bit longer to process! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

What payment methods do you accept?

We offer several payment options for your convenience. We accept Visa, MasterCard, Discover, American Express, JCB, and Diner's Club cards. We also take PayPal, Amazon, Apple and Shopify Pay. 

What if my credit card is declined?

If your payment does not successfully process or if it is declined when trying to complete your purchase, first double-check that you have entered all of your information correctly. If that still doesn't work, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

I placed an order, but never received a confirmation email. 

If you do not receive an email from Vivra Verra within a few hours of placing your order please check your Spam folder, alternatively the email address on file might be spelled incorrectly. If you still need assistance, please contact our Customer Care team by clicking here.

 

Shipping: 

How do I know if my package has shipped and is on its way?

Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit.

Have your tracking number? Check the status of your order here.

Please allow 24-48 hours from the time you place your order for its status to update.

My tracking info says my package was delivered, but I haven't received it. 

Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and / or post office for more information in the meantime!

Do you ship internationally? 

Yes!

Do you refund shipping fees?  

Shipping fees are non-refundable unless you received a damaged item. 

When will I receive my order? 

It depends on where you live in relation to the location of our distribution center. However, please allow ~7-21 days for an order to arrive. Good things come to those who wait! 

 

Returns:

What is your returns policy? 

You can find our return policy here!

How long is your returns process? 

Returns are processed within 5-7 business days after your item(s) are received into our distribution center. Once your return has been processed, you will be issued a refund to the credit card on file. Please keep your return tracking number for your records.

Do you provide return shipping labels? 

We currently do not provide pre-paid return shipping labels.

There is something defective with what I ordered. What do I do? 

We know how frustrating this can be and always want to make sure every order is perfect! Once you receive your order, please thoroughly check the delivered items immediately. If you believe an item is missing/defective/not part of your order, please contact our Customer Care Team within two days of receipt and let us know. We will work with you to correct the order as quickly as possible!

  

Misc:

I'm in love with an out of stock product! What should I do?

Good news! We get new items daily, and often restock our most popular items!

Helpful Hint: Act quickly when you find a style, size, or color you like! Due to the fast fashion nature of our business, we never guarantee that an item will be restocked.

How do I unsubscribe from your emails and newsletters? 

We’re sorry to see you go! To unsubscribe, just hit the “unsubscribe” link on the bottom of the email or newsletter.

What should I do if I have forgotten my password? 

Simply click the “Forgot Your Password?” link next to the login button and follow the instructions provided. Please don’t hesitate to contact our Customer Care Team if you continue to experience any problems logging in.

Is my privacy and personal information secure on your website? 

Shopping on our website is always safe and secure! Please visit our Privacy Policy for more information by clicking here.

 

 Still need help? Contact Us here!

 

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