Shipping policy

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 that 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 of $25.00 USD.
• 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 

Estimated express shipping time**

* The estimated shipping time is calculated from the ship-out date (start count when receiving the shipping confirmation email from us). Usually, the order will be delivered not over 30 days after purchase if any delayed transit.
** 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.). We do not have a duty to refund If the package was "held by customs" The customer has a duty to pick up a package and contact the customs agency to resolve this issue.

 

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

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

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 have updated our payment process to provide you with greater flexibility. Instead of immediate charging at checkout, we have transitioned to an 'automatic charge at fulfillment' method. With this change, your payment will be authorized at the time of checkout but will only be captured when your order is ready for shipment. This adjustment allows you more freedom to make changes to your order before it is shipped.

You have a window of up to 24 hours after your purchase to cancel your order if needed and request a full refund. Please note that order cancellations can only be accommodated if the products have not yet been shipped.

Unfortunately, we are unable to offer modifications or cancellations beyond this 24-hour timeframe due to our efficient order processing. We appreciate your understanding in this matter.

 

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: 

Viva Timepiece (Thailand)
Trade number: 1102000294895
TH business address: 69/171 Kwanthip Village, 4 Alley,
Nongkangplu, Nongkhaem,
Bangkok, 10160, Thailand 
Call us: +66 (094) 395-2246
Text us: +1 (302) 574-6702

Caliber Trust LLC (Delaware)
EIN 87-1835244
US business address: Caliber Trust LLC,
16192 Coastal Highway, Lewes DE 19958, United States
Phone number: +1 (628) 600-9527
Text us: +1 302 966 9022
Email: support@vivatimepiece.com
Email: sale@vivatimepiece.com

✉ support@vivatimepiece.com