FAQ

Got a question? Get your answer

Curious about Viva Timepiece? Ask us anything about our brand and goods, and get factual responses.

Ordering

Simply click the "Buy it Now" button, System will add the selected item to your cart. Then reaching to the checkout process ( you can edit your cart at cart page or icon anyway, Insert your shipping address and select the shipping methods. Finally, Complete your purchase and you'll receive an order confirm email.

Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorization has been obtained. Please also make sure that your payment card is set up by your card issuer for international payments.

We’re sorry, but we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards. Gift cards purchased in the UK can’t be used internationally. 

PayPal method still not available on our store but you can complete your order through all major credit card with full buyer protection also.

The show's price will automatically convert to your current location. When starting your checkout process, We process all orders in USD and you will be checkout using the most current exchange rates.  

Shipping & delivery

It depends on where you are. Orders processed here will take 2-5 business days before shipping out. howevery usually it take 2-3 days to prepare your order and ship out.

We currently cannot guarantee any delivery times with the local post service have increased volume due to Covid-19 in some countries.

For specific custom products (made one by one order eg. custom name bead bracelet) We need 7-10 days for production time before ship out, please kindly understand)

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

We have three different fulfillment centers in the United States, Canada, and China. After your order is complete, it takes us 2-3 business days to process your order and get it ready for the shipping center. If there is a lack of inventory from your nearest location, we will ship your order from our main fulfillment center in China where we stock a large quantity and style of the products. 

We use SF express, Caniao, USPS, UPS, DHL or Fedex to ship our order based on your location and available inventory.


Our delivery will take 8-20 days depended on your location; However please expect 3-5 weeks of delivery (Due to the COVID-19 situation) although we ship your order and provide the tracking number within 2-3 days, it is the shipping carriers and the government who will decide when to deliver your order.

Overseas deliveries can take anywhere from 15-30 days for standard shipping and 8-15 days for express shipping. Delivery details will be provided in your confirmation email. Learn more 

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

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 of the package rather than the tracking number status. After that period, you can track your order at your country’s post website or see at your order status page in shipping confirmation email from us. You can also track order here

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 7 days of expected delivery. We'll do everything we can to help.

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.

Products

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

To start a return, please visit a Return Center

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We glad to help and give the best solution for your order - We are always here to help!

If your product arrived damaged, We can resolve your issues by refund or free exchange to you. please email to our customer support at support@vivatimepiece.com  Or start the return and exchange process at Return Center and we'll assist you!

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.


If your watch says it's water resistant up to 30 meters, that means you can dive with it down to 30 meters, right? Wrong. You can destroy your watch that way. Though the dial or back of the case may give you a number, that number probably doesn't refer to in-use scenarios, or is a reflection of a standardized water resistance classification. When in doubt, always err towards the dry side. Here's full meaning of global standard water resistance numbers mean. Click Here

No, replica watches are high-risk products and can damage our business. That means that our watches and products are 100% independent and legal brands, not fakes or replicas. Please be assured that we do not support the sale of infringing or counterfeit products.

Homage watches are any type of watch that takes inspiration from another watch. Homage watches are not to be confused with replica watches that use the same exact design and logo as an original watch, and try to sell itself off as the real thing, despite being a fake.

Order changes and cancellations

You may cancel your order up to 24 hours after purchase and request to receive a full refund. We charge 10% of the total amount of the order as a cancellation fee (excluding the shipping fee). 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 Viva Timepiece customer care atsupport@vivatimepiece.com to obtain detailed cancellation instructions. 

When you've completed the order, please always check our order confirmation email from us to verify your address and item from our system.

If ordered by accident or wrong item in the order, You can cancel or exchange physical items on orders that haven't entered the shipping process yet. Please contact Viva Timepiece customer care as soon as possible at support@vivatimepiece.com to obtain detailed cancellation instructions.

We charge 10% of the total amount of the order as a cancellation fee (excluding the shipping fee). 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.

When you've completed the order, please always check our order confirmation email from us to verify your address and item from our system.

If ordered by incorrect shipping address, You can cancel or exchange physical items on orders that haven't entered the shipping process yet. Please contact Viva Timepiece customer care as soon as possible at support@vivatimepiece.com to obtain detailed cancellation instructions.

We charge 10% of the total amount of the order as a cancellation fee (excluding the shipping fee). 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.

If your order was accepted by our system, it means your credit card company accepted the address that was entered. You don't need to contact us to update your billing address.

Other

Got a question? Get in touch with a customer support representative, who will assist you with whatever you may need. Contact us