Shipping Information
At VivaHem, we aim to provide clear and transparent information about order processing, shipping costs, estimated delivery times, and order tracking.
Please review the information below before placing your order.
Order Processing
Orders are generally processed within 3–5 business days after payment has been successfully confirmed.
Processing time refers to the time required to verify, prepare, pack, and hand your order over to the shipping carrier.
Business days are Monday through Friday and do not include weekends or public holidays.
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number or tracking link.
Shipping Origin
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. Depending on the destination and shipping route, the package may be transferred to a local carrier for final delivery.
The carrier used for an order may vary depending on the destination, product, and available shipping service.
Estimated Delivery Time
Estimated total delivery time consists of processing time plus shipping transit time.
- Processing Time: 3–5 business days
- Estimated Shipping Transit Time: 7–12 business days
- Estimated Total Delivery Time: Approximately 10–17 business days
Shipping transit time begins after your order has been handed over to the carrier.
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 holiday periods
- Transportation disruptions
- Remote delivery locations
- Incorrect or incomplete shipping information
- Other circumstances outside our reasonable control
If we become aware of a significant delay affecting your order, we will make reasonable efforts to notify you using the email address provided with your order.
Shipping Costs
Our current standard shipping rates are:
- Standard Shipping: US$5.98 per order
- Free Standard Shipping: Available when the merchandise subtotal is US$69.98 or more
- The applicable shipping cost will be clearly displayed during checkout before you complete payment.
If a different shipping method or charge applies to a particular destination or order, the amount shown during checkout will apply.
Any applicable taxes, customs duties, import charges, or government-imposed fees are separate from the standard shipping charge unless they are specifically included or disclosed during checkout.
Shipping Destinations
We currently ship to destinations that are available for selection during checkout.
If your country, region, or shipping address cannot be selected or accepted during checkout, we may not currently be able to deliver to that destination.
If you would like to confirm whether we can ship to your location before placing an order, please contact us at:
Order Confirmation
After successfully placing an order, you will receive an order confirmation email containing your order details.
We recommend reviewing the following information carefully:
- Customer name
- Shipping address
- Products ordered
- Product quantities
- Order total
If you notice an error in your order information, please contact us as soon as possible at contact@mail.VivaHem.com.
Once your order has entered fulfillment or has been shipped, we may not be able to change the shipping address or other order details.
How to Track Your Order
Once your order has shipped, we 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
- You may access 17TRACK at:
Tracking information may take 1–2 business days to appear or update after the carrier has received the package.
Please note that third-party tracking services such as 17TRACK are operated independently from VivaHem. Where available, the shipping carrier's official tracking information should be treated as the primary tracking source.
Tracking Information Has Not Updated
Tracking information may occasionally take time to update while a package is moving between logistics facilities, undergoing customs processing, or being transferred between international and local carriers.
If your tracking information has not updated for several business days, you do not need to wait until the end of the estimated delivery period to contact us.
Please email:
and include:
- Your order number
- Your tracking number
- The email address used to place the order
Our customer service team will review the available shipment information and assist you.
My Package Has Not Arrived
If your order has not arrived within the estimated delivery period of approximately 10–17 business days, please first:
- Review the latest tracking information.
- Confirm that the shipping address on your order is correct.
- Check with household members, neighbors, reception desks, or building management where applicable.
- Contact the local delivery carrier if the tracking information indicates that delivery was attempted or completed.
If you still cannot locate your package, please contact us at:
Please provide:
- Your full name
- Order number
- Shipping address
- Tracking number
We will review the shipment information and, where appropriate, contact the carrier or logistics provider to investigate.
If the package is confirmed to have been lost in transit, we will provide an appropriate resolution in accordance with our store policies. Depending on the circumstances, this may include a replacement or a refund to the original payment method.
Package Marked as Delivered but Not Received
If tracking shows that your package has been delivered but you cannot locate it, please:
- Confirm that the shipping address on your order is correct.
- Check the delivery location shown in the tracking information.
- Ask household members or neighbors whether they accepted the package.
- Check with reception, building management, or a mailroom if applicable.
- Contact the local carrier for additional delivery information.
If the package still cannot be located, contact us at contact@mail.VivaHem.com and include your order number and tracking number.
We will assist you in reviewing the available delivery information.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an error in your shipping address, 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.
Customs and Import Processing
Because orders are shipped from Guangzhou, Guangdong, China, international shipments may be subject to customs processing in the destination country.
Customs processing times are controlled by the relevant authorities and may occasionally affect delivery times.
Where customs duties, import taxes, or similar government-imposed charges apply and are not included at checkout, responsibility for those charges will depend on the applicable laws and shipping terms for the destination.
We recommend reviewing all charges shown during checkout before completing your purchase.
Shipping Delays
Although we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control.
These may include:
- Customs inspections
- Carrier disruptions
- Severe weather
- Peak shipping periods
- Public holidays
- Transportation disruptions
- Remote destinations
- Incorrect or incomplete addresses
- Other unexpected logistics events
Estimated delivery times should therefore be treated as estimates rather than guaranteed delivery dates.
If you believe your shipment is experiencing an unusual delay, please contact us and we will assist you in reviewing its status.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible after delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the damaged product
- Clear photos of the shipping package where relevant
We will review the information and provide assistance in accordance with our Return and Refund Policy.
Lost Packages
If tracking information or a carrier investigation confirms that a shipment was lost in transit, please contact us.
After reviewing the shipment information, we will provide an appropriate resolution in accordance with our applicable store policies, which may include a replacement or a refund to the original payment method.
Order Changes and Cancellations
If you need to request a change or cancellation, please contact us as soon as possible after placing your order.
We will make reasonable efforts to assist, but we cannot guarantee that an order can be changed or canceled once processing or fulfillment has begun.
Orders that have already shipped generally cannot be canceled and may need to be handled under our applicable Return and Refund Policy.
Returns
Our shipping address should not automatically be treated as a return address.
If you need to return an item, please contact our customer service team before sending the package.
Return instructions and the applicable return location will be provided in accordance with our Return and Refund Policy.
Please do not send a return to an address unless it has been confirmed for your return by our customer service team.
For complete information regarding returns, refunds, eligibility, and applicable return procedures, please review our Return and Refund Policy.
Contact Us
If you have questions about shipping, tracking, delivery, or an existing order, 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
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.