FAQs
How can I pay for my order?
For your convenience, we accept Visa, MasterCard, as well as PayPal payments.
Do I have to pay sales tax?
The price shown in the bill is the tax-inclusive price of all taxes. Therefore, you do not need to pay us additional sales taxes. In addition, according to state, provincial and local tax laws, the corresponding taxes and fees are paid in accordance with the local state tax policies.
Is it safe to submit my credit card information on your website?
Yes, it is. We are proud to say that we have never had a problem with the security of any customer’s information. The website is equipped with a hacker safe program that is monitored and tested daily. And by the third-party payment platform as a credit guarantee, 100% credit payment security.
Will my invoice include the price I paid for the items?
Yes. All invoices are sent out with prices and product information.
What is your cancellation policy?
If you would like to cancel your order, please contact our customer service team as soon as possible. Please refer to the below details:
1、Less than 12 hours, no fee. 2、Between 12 to 24 hours, a $10 cancellation fee. 3、After 24 hours, a $20 cancellation fee. If the order has shipped, you will have to go through our return process.
Can I cancel or change an order?
In order to adjust your order to the greatest extent, please contact ViviRoco customer service team: support@viviroco.com within 24 hours of creating the order, and explain the purpose of canceling the order or processing the exchange. Please note that even for canceled orders, we may have to follow the normal refund time frame.
What is your return policy?
We accept returns within 30 days for regular stock products. However, made-to-order products or custom orders are not returnable.
If you are within 30 days of receipt and still have the original packaging, you are in luck! You can contact us at support@viviroco.com to arrange a return (except for made-to-order products). If you don't arrange the package with the original packaging, will be deducted 20% fee from the refund amount. And you will be responsible for return shipping charges.
Items must be in original condition when they arrive back at our warehouse in order to receive a refund.
If the item arrived damaged or faulty, please contact us within 3 days at support@viviroco.com to arrange for a replacement to be sent to you or a refund.
Please inspect your purchase immediately upon receipt and save all your paperwork and packaging material.
No re-stocking fees or return shipping charges will apply for damaged or faulty items.
Please note, we may require images of the damage for our records and claims process.
How do I return an order?
We support a 30-day trial period, calculated from the date you receive the product. Please check whether the package is intact and undamaged within 3 days after receiving the goods. Otherwise, the package is complete by default. In order to return the product, we ask you to repackage the returned product in the original packaging of ViviRoco. If the product is not placed in the original packaging, you will be responsible for the loss caused by transportation. Please visit our Returns Policy page for more information. If you have any questions, please contact our ViviRoco customer service team: support@viviroco.com, and we will provide you with solutions in time.
What items can’t be returned?
1.Special order items such as those with custom sizes and colors are not refundable.
2.Items without jewelry tags or that have been worn, damaged, or altered are not refundable and will be returned to the customer at their expense.
3.Items that were worn, or sent to you as Replacement/Exchange are not refundable.
How long will the order be delivered?
According to the specific time of the delivery channel. The delivery channel for cooperation with our company team is FedEx, and the delivery time is generally 3~7 business days within the continental US. (excluding remote areas). Express Shipping is not available for P.O. Boxes and APO/FPO addresses.
PLEASE NOTE THAT WEEKENDS, BANK AND/OR GOVERNMENT (NON-MAIL) HOLIDAYS AND MAJOR HOLIDAYS ARE NOT INCLUDED AS BUSINESS DAYS.
Can I track my order?
Yes, after the product package is shipped, you will receive the package logistics mail, click to check the logistics information. Or by visiting https://www.fedex.com/en-cn/home.html, you can check the status of your order.
If you are unable to check the logistics information, please feel free to contact ViviRoco customer service team: support@viviroco.com.
What do I do if my order was confirmed delivered but I did not receive it?
Please contact ViviRoco customer service team: support@viviroco.com, the customer service team will verify the package status with the logistics service provider as soon as possible.
Can I wear my item while washing my hands (In the shower, etc.)?
Yes, you may wear the item while coming in contact with water, but we do not suggest it. Soaps and lotions can cause build-up on the stones reducing brilliance. Also, common household chemicals such as anti-bacterial soap can cause the Rhodium finish to be worn away. A good common rule to follow with jewelry is : Last thing to put on before you leave and the first thing to take off when you get home.
If I want to change/modify order information(like color, size, billing address, shipping address, shipping method), what should I do?
Please note that we can only change/modify your order before shipment. Therefore, please be more careful to place the order. If there are changes, please feel free to contact us.
What materials are your products made from?
Most of our products are made of 925 sterling silver. Silver is a precious metal, like gold and platinum. ViviRoco uses a premium anti-tarnish sterling silver for all silver products. Sterling silver jewelry is stamped with 925 to indicate the metal type.
Can I get COVID-19 from your products or their packaging?
Our products are shipped in cardboard packaging. Per a study by the National Institute of Health, the virus cannot live on cardboard for more than 24 hours.
This conclusion was also reached by the World Health Organization (WHO), which stated it is not likely that any virus could be transmitted by receiving a shipment of goods.
The Centers for Disease Control (CDC) is in alignment with the WHO, stating that the transmission risk via mail and packages is low. “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.”
The CDC advised that “there is no need to disinfect mail or packages; however, you should wash your hands after handling.
If there is any questions regarding this privacy policy, you may contact us:
1.Email Us: support@viviroco.com
2.Call Us: 1-202-629-9156
Working Time：1AM-10:00AM & 6PM - 12PM, Sun. -Sat. EST
3.Address：Room 408A, Building 3, Xintang Cross-border E-commerce Industrial Park, 1221 Gongxiu Road, Xintang Street, Xiaoshan District, Hangzhou, 311201
杭州市萧山区新塘街道拱秀路1221号新塘跨境电子商务园区3号楼408A室