Customer Service

Shipping & Delivery

All domestic orders may be shipped using UPS GROUND. Actual rates for online orders will vary depending on the total price of your purchase. Expedited shipping may be requested but is not guaranteed. We do our best to keep all products in stock and available for immediate shipping. If your order is time sensitive, please call our customer service to ensure that stock and expedited shipping is available.

Our Shipping Charges Calculation (for continental U.S. Only):
From $0 - $99.99 $7.00 flat rate
From $100 - $599.99 products member price x 6%
From $600 - $999.99 products member price x 4.5%
$1,000 and above products member price x 3%

Notes:
Saturday and Sunday are not considered business days so please be aware of this when determining when you would like to receive your expedited shipments and choose your shipping option accordingly. Again, be aware of our cut-off time and, if you so choose, you can call in for a stock check on your desired products.

We do not ship to International countries, including Canada, or to Alaska, APO or P.O. Box addresses. Standard delivery shipping rates do not apply to Hawaii. For orders shipping to Hawaii, please contact our customer service department.

Shipment Errors

If you receive an order in which an error has been made, you must notify our customer service department by telephone or email within five (5) working days of receipt of the order to correct the order and/or to obtain an RMA (Return merchandise authorization number) for any products to be returned. The product must be unopened and returned within ten (10) days from the receipt of the RMA to the VIVA Life Science headquarters address.

If you do not receive the number of boxes as invoiced at the same time, wait three (3) business days in case shipment is split or delayed. If the remainder of the boxes do not arrive by that time, notify our customer service department for further assistance.

Damaged Shipment

In the event that damaged merchandise is received, follow these steps:

  1. If the outside shipper box is not damaged, accept the delivery.
  2. If the outside shipper box is damaged you may refuse the shipment and it will be returned to VIVA headquarters (call customer service and inform them of the damage and return). If you do accept the shipment, document on the delivery receipt the number and description of damaged boxes, and get the delivery person’s signature as well.
  3. Save any damaged products and boxes that you want to return. Customers must notify VIVA’s customer service by telephone or email within five (5) working days to obtain an RMA number. Merchandise must be returned within ten (10) days from the receipt of the RMA number.
Returns & Replacements
We Offer all our customers a thirty (30) day, 100% unconditional money-back guarantee, excluding shipping charges. As a customer, if you are dissatisfied with any VIVA products for any reason, you may return that product to our customer service department within thirty (30) days for either a replacement or a full refund of the purchase price, excluding shipping charges. When our customer service representative receives the return/replacement product(s), after inspecting and testing, we will issue your refund back to the same credit card you used when you made your purchase. Exchanges for product(s) other than what was ordered will be subject to a 10% re-stocking charge.
Ordering

Online orders may be placed anytime through our secure server on www.vivalife.com. Online orders require Visa, MasterCard, American Express, or Discover and are shipped UPS. Orders received before 2 p.m. PST will be shipped the same business day if all items are in stock. Orders received after 2 p.m. will be processed for shipment the following business day (VIVA Life Science regular business hours are Monday through Friday, 8:30 a.m. – 5:30 p.m. PST). Orders which are changed in any way after they have been placed with VIVA will be subject to a $20 change-order fee. All online orders are delivered Monday through Friday, unless you call our Customer Service Department in advance to request a different shipping method. For English call (800) 243-8482 or Chinese (800) 243-1688. There are also other ways you can order our products:

  1. Call our Toll-free number (800)243-VIVA from 8:30am thru 5:30pm Monday thru Friday PST.
  2. Mail your order with payment to: 350 Paularino Ave., Costa Mesa, CA 92626, USA.
  3. Fax us your credit card order 24 hours a day to (949) 645-1044.
Payment, Sales Tax, Pricing & Promotions

Payment:
Purchases may be paid by money order, cashier’s check, personal check (if approved), MasterCard, VISA, American Express, and Discover Card. All return checks will be subject to a $15.00 returned check charge. VIVA will not accept checks from customers whose checks have been previously returned.

Sales Tax:
With some exceptions, most of VIVA’s merchandise is subject to sales tax. To ensure that state sales tax requirements are met, it is the policy of VIVA to collect and remit all applicable sales tax. The amount of sales tax is based upon VIVA’s highest published price of the product calculated at the local tax rate of the location where the products are being shipped, or if the products are not being shipped, at the point of purchase. However, an IMR (Independent Marketing Representative) who wishes to personally collect and remit sales tax must furnish VIVA with a true and correct copy of a current state Resale Tax Certificate showing a Resale Tax Number. Upon receipt, VIVA will no longer collect and remit sales tax from that IMR.

Pricing:
Prices for each product are published and maintained on this web site. All customers are able to place online orders on the site. Please contact our customer service department if you have any questions regarding our policies, pricing (subject to change without notice), and availability.

Promotion:
All free products will ship with your outgoing order(s). No volume is earned on “FREE” products. Our promotions apply to U.S. Distributors and customers, with U.S. volume only.