FAQs
Payment
1. What payment methods do you accept?
The payment methods currently available for your order will be displayed during checkout before you complete your purchase.
Depending on availability, payment options may include:
- PayPal
- Major credit cards
- Major debit cards
Payments are processed through third-party payment service providers available through our checkout.
VivaHem does not directly store complete credit or debit card numbers.
If a particular payment method is not displayed during checkout, it may not currently be available for your order or location.
2. Will I have to pay taxes or customs duties?
Applicable sales tax may be calculated and displayed during checkout depending on your shipping destination and applicable tax requirements.
Because orders are shipped from Guangzhou, Guangdong, China, international shipments may also be subject to customs processing, import duties, taxes, or other government-imposed charges in the destination country or region.
Where these charges are not included or collected during checkout, they may be assessed separately by the relevant customs authority, carrier, or service provider.
VivaHem does not control customs processing times or charges imposed by government authorities.
We recommend reviewing all amounts shown during checkout before completing your purchase.
3. Can I cancel or change my order?
If you need to cancel or change an order, please contact us as soon as possible after placing your order.
We will make reasonable efforts to accommodate requests received within 24 hours of purchase, provided that the order has not already entered fulfillment or been shipped.
However, cancellation or modification requests are not guaranteed.
To request a cancellation or change, please email:
Please include:
- Your order number
- The email address used to place the order
- The change or cancellation you are requesting
Once an order has entered fulfillment or has been handed over to the carrier, we may no longer be able to change or cancel it.
If the order has already shipped, any applicable return or refund request will be handled according to our Return and Refund Policy.
Shipping
1. Where does VivaHem ship from?
Orders placed on VivaHem are processed and shipped from our fulfillment location in:
Guangzhou, Guangdong, China
Our fulfillment location is:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou, Guangdong
China
International shipments may be handled by more than one logistics provider during transit and may be transferred to a local carrier for final delivery.
2. Where does VivaHem ship?
VivaHem ships to countries and regions that are currently available for selection during checkout.
Due to shipping or regulatory restrictions, we are currently unable to ship to the following destinations:
- Brazil
- Philippines
- Indonesia
- Cuba
- Iran
- Sudan
- Syria
Shipping availability may change from time to time.
Please enter your delivery address during checkout to confirm whether shipping is currently available to your location.
If your country, region, or address cannot be selected or accepted during checkout, we may not currently be able to deliver to that destination.
3. How much does shipping cost?
Our current standard shipping rates are:
- Standard Shipping: US$5.98 per order
- Free Standard Shipping: Available on orders with a merchandise subtotal of US$69.98 or more
The applicable shipping charge will be displayed during checkout before you complete payment.
If a different shipping option or charge applies to a particular destination or order, the amount shown during checkout will apply.
4. How long will my order take to arrive?
Estimated total delivery time consists of order processing time plus shipping transit time.
Our current estimated timeframe is:
- Processing Time: 3–5 business days
- Estimated Shipping Transit Time: 7–12 business days
- Estimated Total Delivery Time: Approximately 10–17 business days
Processing time begins after payment has been successfully confirmed.
Shipping transit time begins after your order has been handed over to the carrier.
Business days are Monday through Friday and do not include weekends or public holidays.
Delivery times are estimates and are not guaranteed delivery dates.
Actual delivery times may vary due to circumstances such as:
- Customs processing
- Carrier delays
- Severe weather
- Peak shipping periods
- Remote delivery locations
- Transportation disruptions
- Incorrect or incomplete address information
- Other circumstances outside our reasonable control
For additional details, please review our Shipping Information page.
5. How can I track my order?
Once your order has shipped, VivaHem will send you a shipping confirmation email containing your tracking number or tracking link.
You can normally track your shipment using:
- The tracking link included in your shipping confirmation email
- The official website of the shipping carrier
- A third-party tracking service such as 17TRACK
Tracking information may take 1–2 business days to appear or update after the carrier has received the package.
If your tracking information has not updated for several business days, please contact us at:
Please include your order number and tracking number so that we can assist you.
6. What should I do if my package has not arrived?
If your package has not arrived within the estimated delivery period, please first:
- Check the latest tracking information.
- Confirm that the shipping address on your order is correct.
- Check with household members or neighbors.
- Check with reception, a mailroom, or building management where applicable.
- Contact the local carrier if the tracking information shows an attempted or completed delivery.
- If you still cannot locate your package, please contact us at:
Please provide:
- Your full name
- Order number
- Shipping address
- Tracking number
You do not need to wait 30 days to contact us if you believe there may be a problem with your shipment.
We will review the available tracking information and, where appropriate, contact the carrier or logistics provider to investigate.
If a shipment is confirmed to have been lost in transit, we will provide an appropriate resolution in accordance with our store policies. Depending on the circumstances and eligibility, this may include a replacement or a refund to the original payment method.
7. What if my tracking shows “Delivered,” but I did not receive the package?
If the carrier shows your package as delivered but you cannot locate it, please:
- Confirm the shipping address on your order.
- Check the delivery location shown in the tracking information.
- Ask household members or neighbors.
- Check with reception, building management, or a mailroom where applicable.
- Contact the local carrier for additional delivery information.
If the package still cannot be located, please contact:
Include your order number and tracking number, and our customer service team will assist you in reviewing the available delivery information.
8. What if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you discover an error, please contact us as soon as possible at:
We will make reasonable efforts to assist before the order is shipped.
However, once an order has entered fulfillment or has been handed over to the carrier, we cannot guarantee that the shipping address can be changed.
If a package is returned because of an incorrect, incomplete, or undeliverable address, please contact our customer service team for assistance.
9. What if my order arrives damaged, defective, or incorrect?
If your order arrives damaged, defective, incorrect, or missing an item, please contact us as soon as possible at:
Please provide:
- Your order number
- A description of the issue
- Clear photos of the product
- Photos of the shipping package where relevant
We will review the information and provide assistance in accordance with our Return and Refund Policy.
Returns and Refunds
1. How do I request a return?
If you would like to request a return, please contact us before sending the product back.
Email:
Please include your order number and the reason for your return request.
Our customer service team will review your request and provide the applicable return instructions in accordance with our Return and Refund Policy.
Please do not send a product to an address unless that return location has been confirmed by our customer service team.
Our business and fulfillment address should not automatically be treated as a return address.
2. How are refunds issued?
Approved refunds are generally returned to the original payment method, subject to the terms and eligibility requirements described in our Return and Refund Policy.
The time required for a refund to appear in your account may depend on your bank, card issuer, PayPal, or other payment provider.
For complete eligibility requirements and refund procedures, please review our Return and Refund Policy.
Customer Support
How can I contact VivaHem?
If you have questions about a product, payment, order, shipping, tracking, return, or refund, please contact us:
Trading Name: VivaHem
Legal Business Name: Guangzhou Guimi E-commerce Co., Ltd.
Email: contact@mail.VivaHem.com
Phone: +86 131 1471 1169
Business and Fulfillment Location:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou, Guangdong
China
Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM Eastern Time
We normally respond to customer inquiries within one business day.