Shipping Policy

Thank you for shopping at Vivilio. We want to make sure you receive your order as quickly and reliably as possible. Please read our shipping and handling policy below.

1. Processing Time

All orders are processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays will begin processing on the next business day.

Once your order has been processed, you will receive a shipping confirmation email with a tracking number.

Please note: Processing time is separate from shipping time.

2. Shipping Fees & Delivery Times

Shipping costs are calculated based on your location and the shipping method selected at checkout. Below are our standard shipping rates:

Please note: Delivery times are estimates provided by our carriers. Actual delivery may vary due to factors beyond our control, such as weather, carrier delays, customs processing, or peak holiday seasons.

3. Free Shipping

We offer free standard shipping on orders over $79.00 to the United States, Europe, and the United Kingdom. This promotion is automatically applied at checkout. No coupon code is required.

For other destinations, free shipping promotions may be offered from time to time. Please check our website or promotional materials for current offers.

4. Shipping Destinations

We currently ship to addresses within the United States, Europe, the United Kingdom, Australia, New Zealand, and select other countries.

International Shipping – If you are located outside our standard shipping zones and wish to place an order, please contact us at service@vivilio.com to check availability and shipping rates.

5. Shipping Carriers

We use a variety of trusted carriers to deliver your orders, including but not limited to:

• USPS

• UPS

• FedEx

• DHL

• Local postal partners

The carrier used for your order will depend on your location, package size, and the shipping method selected.

6. Tracking Your Order

Once your order has been shipped, you will receive a shipping confirmation email containing:

• Your tracking number

• A link to the carrier's tracking page

Please allow 24–48 hours after receiving the tracking number for the tracking information to update on the carrier's website.

7. Split Shipments

If your order contains multiple items, they may be shipped separately depending on product availability and warehouse locations. You will receive separate tracking information for each shipment. You will not be charged any additional shipping fees for split shipments.

8. Incorrect or Incomplete Address

Please ensure your shipping address is correct and complete at the time of checkout. We are not responsible for orders delayed or lost due to incorrect or incomplete addresses provided by the customer.

If a package is returned to us due to an incorrect address, we will contact you to arrange reshipment. Additional shipping charges may apply.

9. Lost or Stolen Packages

Once a package has been handed over to the carrier and marked as delivered by the carrier's tracking system, we are not responsible for lost or stolen packages.

If your tracking shows "Delivered" but you have not received your package, please:

• Check with family members, neighbors, or building management

• Look around your property for safe hiding spots

• Contact the carrier directly with your tracking number

If you still cannot locate your package after 2 business days, please contact us at service@vivilio.com with your order number. We will do our best to assist you, though we cannot guarantee replacement or refund for packages marked as delivered.

10. Damaged in Transit

If your package arrives damaged, please contact us immediately at service@vivilio.com within 7 days of delivery. Include:

• Your order number

• Photos of the damaged package and product

• A brief description of the damage

We will work with you and the carrier to resolve the issue. Please keep all original packaging until the issue is resolved.

11. Customs, Duties, and Taxes (For International Shipments)

Please note that you may be responsible for any customs fees, import duties, or taxes imposed by your country. These charges are not included in our shipping costs and are your sole responsibility. We recommend contacting your local customs office for more information before placing an order.

12. Business Days

Our business days are Monday through Friday, excluding public holidays observed in Hong Kong SAR.

13. Contact Us

If you have any questions about shipping or handling, please contact us at:

Vivilio
Email: service@vivilio.com

Please include your order number in your message for faster assistance.