Shipping policy

Shipping Policy Update During Chinese New Year Holiday

The Chinese New Year Holiday is coming. From January 15, 2023 to February 5, 2023., manufacturers and logistics providers are progressively out of service. The warehouse will be paused and the warehouse will gradually return to normal from January 28, 2023 to February 7, 2023. (It depends on location).

Viva Timepiece will also stop processing orders during the Chinese New Year Holiday. Viva Timepiece holiday schedule:

  • The customer support team will be on holiday from Jan 18 – Feb 7.
  • Viva Timepiece warehouses will be on holiday from Jan 21 – Feb 5.

During that period, we will stop processing orders and have less customer service. All incoming orders will be processed and shipped once we return to work. The order made before Jan 13, 2023 may not be affected.

 

General Information

  • US orders will be through the United States Postal Service (USPS). Delivery by free standard shipping or paid additional express shipping.
  • International orders are accepted with free standard shipping or paid additional express shipping. Delivery will be through the local post service.
  • It takes 2-3 business days to prepare the shipment process.
  • A customer will receive a confirmation e-mail along with a tracking number when the order is shipped.
  • We cannot deliver to P.O. Boxes; we require a street address. 
  • If an order is canceled after the order has been shipped or processed, the customer is responsible for round-trip shipping charges even if Viva Timepiece paid for the original shipment (i.e. Free Shipping). Consult Returns & Exchanges for more information about returns.

 

Large Item Deliveries

  • Certain items available on Viva Timepiece are required to be shipped via a 3rd party “freight” carrier because they are too heavy or require special handling that standard delivery carriers are unable to manage.
  • If your purchase will be delivered via a 3rd Party service, you will be contacted by the delivery company via telephone, 1-5 days prior to the delivery, to schedule an appointment and discuss the details of your shipment. You will need to be present to sign for the item. Unless otherwise specified on your order, all large order deliveries shipping via 3rd party carriers are brought to the curbside only.
  • Please specify any special delivery instructions in the "Special Notes" area during checkout. Let us know about narrow streets, staircases in apartment buildings, etc. Some delivery companies may charge more if there are special shipping/delivery circumstances. We will provide you a quote for your upgraded, delivery service.
  • Please note, customers who would like to return items that are not shipped incorrectly or damaged will be responsible for round-trip shipping costs on all 3rd party type deliveries. Please consult Returns & Exchanges for more information.

 

Non-refundable reasons:

You will not be offered a refund and/or exchange for these reasons:

  • Unhappy with a style/color, changing your mind, or purchasing multiple to select one.
  • The unhappy reason due to too small, or too big, does not suit me, or do not like the product. the customer can check the product specification, style, size, and color before deciding to purchase the merchandise.
  • The express shipping costs for delivered orders are non-refundable.
  • The order failed a delivery attempt by the local carrier for any reason.
  • We do not have a duty to refund If our shipment system shows a "delivered" status but the package is stolen or lost. 
  • Reject the delivery attempt from your local post service because the item will be destroyed by the local carrier.
  • Items sent back to us without first requesting a return will not be accepted.
  • Delivery fails attempt by local post services, incorrect shipping address (Please contact your local post service directly).
  • Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

White Glove Delivery Service

Certain items available on Viva Timepiece can be delivered via a "White Glove" service.
These items are carefully wrapped and delivered to your business or residence.
These charges are specified on the product pages and in your shopping cart during checkout.
For any questions regarding "White Glove" delivery, please contact Viva Timepiece Customer Service at support@vivatimepiece.com.

 

Insurance

  • Every Viva Timepiece shipment is insured against damage.
  • Notify us immediately if you notice ANY damage to your package.
  • If you should discover a problem, bring it to the driver’s attention immediately. Visibly damaged packages should be refused.
  • Some damage may appear to be minimal on the box, however, the inner contents of the package may be severely damaged. We advise you to open the boxes immediately to check the contents and then write a precise description of the damage BEFORE SIGNING.
  • To successfully expedite any damage claim, you must keep the original packing material that the item(s) arrived in and print the words, "Damaged Upon Arrival" next to where you sign for the merchandise.
  • Digital or traditional photographs can also be very helpful tools in assisting us to expedite a damage claim.

 

Shipping cost

  • Standard shipping: All ship from locations and carrier service levels in this shipping service cost is Free
  • Express shipping: We ship items by express carrier methods at a flat rate, All orders are shipped for $25.00 for major countries and $50.00 for International countries.
  • The express shipping method might be different from the usual company according to our shipping team's decision. Some orders may ship from outside the United States but faster than the standard shipping method.

 

    Estimated standard shipping time 

    United States 10-20 business days*
    United Kingdoms 10-20 business days*
    Canada  10-20 business days*
    Australia 10-20 business days*
    Other 15-25 business days*

    Estimated express shipping time**

    United States 8-15 business days*
    Canada 8-15 business days*
    United Kingdoms 8-15 business days*
    Australia 8-15 business days*
    Other 10-20 business days*


    * Some orders may delay 3-6 weeks of delivery (Due to the COVID-19 crisis restrictions) it is the shipping carriers and the government who will decide when to deliver your order. Usually, the order will be delivered not over 45 days after purchase if any delayed transit.
    * The estimated shipping time is calculated from the ship-out date (start count when receiving the shipping confirmation email from us).
    ** The express shipping method might be different from the usual company according to our shipping team's decision. Some orders may ship from outside the United States but faster than the standard shipping method.

     

    Customs, Duties, and Taxes

    Viva Timepiece is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 

     

    Damages

    Viva Timepiece is liable for any products damaged or lost during shipping. If your product is lost, please contact the shipment carrier first to file a claim then contact us for reshipment or refund. If you received your order damaged, please save all packaging materials and damaged goods before filing a claim.

     

    Order Tracking 

    Once the order is shipped, please allow 24-48 hours for the tracking number to be fully updated on the post office system. Please note that your order is actually on the way and there is no delay in the package rather than the tracking number status. After that period, you can track your order at your country’s post website or see your order status page in a shipping confirmation email from us.

     

    Customized Products

    Customized products include products that are configured, personalized, or inscribed; for example, engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. Customized products fulfilled by third-party companies fall under the satisfaction guarantee.

    Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time is calculated in business days:

    • 7-14 bus. Days for custom signs products
    • 97.66% of our orders are shipped within 10 business days. More than 50% of our orders are shipped within 7 business days.

    Please note:

    • Fulfillment time doesn't include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
    • The fulfillment averages you see on our website are calculated based on our fulfillment data for each product within the time frame of 30 days.
    • Fulfillment for large orders may take longer than the 7-14 day average, but will still be fulfilled within 14 days.

     

    Wrong or Incomplete Address

    The buyer is supposed to ensure the correct details for the shipment. Our team is dedicated to providing excellent service but due to less time, we may not correct the shipping address. In the case of a wrong or incomplete address, the buyer is suggested to contact and provide the correct details. The failed delivery attempts due to the wrong shipping address are nonrefundable.

     

    The package was delivered, but you can't find it

    Some carriers may deliver until 10 pm.

    If your tracking information shows that your package was delivered, but you can't find it:

    • Verify the shipping address on your order page.
    • Look for a notice of attempted delivery.
    • Look around the delivery location for your package.
    • See if someone else accepted the delivery unless you have health or safety concerns about doing so.
    • Check your mailbox or wherever else you receive mail. Some packages travel through multiple carriers.
    • Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
    • If you haven't received your package, contact us within 30 days of the expected delivery. We'll do everything we can to help.

     

    Lost or Stolen Package

    In case of a lost or stolen package, the buyer is recommended to contact the nearest United States Postal Service or respective shipping carrier. We do not have a duty to refund If our shipment system shows a "delivered" status but the package is stolen or lost. For further support, please reach us at our support. The complete delivered status but stolen or can't find the package are nonrefundable.


    Order Changes and Cancellations (Cancellation fee)

    We offer a full refund if the order cancels before the product is shipped. You may cancel your order up to 24 hours after purchase and request to receive a full refund. The order can be canceled providing the products have not been boxed, serviced, or shipped. If products have been ordered with service options and the item has been serviced the order can not be canceled at that time. Please contact our support at support@vivatimepiece.com to obtain detailed cancellation instructions. 

     

    Guaranteed Delivery

    We assure you of the delivery of our items. If you do not obtain your order, check the tracking status of the parcel. Very rarely do items take longer times due to shipping complications. If you do not receive your order within 45 days of purchase, we will process a full refund for you or reship the item to you with no additional charge.

    Please note that in some very rare circumstances, it will be your responsibility to pay for your area customs duties or tax fees if required. Unfortunately, this is not within our control and we will not be held accountable for any additional charges, please check with your local post office before you order if this is something that concerns you.

     

    Contact

    For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at support@vivatimepiece.com or by mail using the details provided below: 

    Caliber Trust LLC
    Viva Timepiece, 
    16192 Coastal Highway
    Lewes, DE 19958

    ✉ support@vivatimepiece.com