Shipping & Returns

Shipping - Canada ONLY
All orders are shipped via Nationex or Canada Post.
The different shipping methods and estimated delivery times offered during checkout will be based on the inputted shipping address.

International Shipping
Unfortunately, we are not offering international shipping at this time. Please check back for updates.

Free Shipping & Gift with Purchase
Customers who place orders of $100.00 (excluding taxes and any applied discounts) and up will receive a complimentary gift with purchase. This gift is automatically included with shipment and is not indicated at checkout. Free shipping is offered to all eligible orders $100.00 and up.

Weekend Delivery
All orders shipped are delivered on business days (Monday through Friday) only.
Weekend and holiday deliveries are not available.

Carrier What Ifs?
Please note we cannot request or guarantee delivery by a specific time. Generally Nationex or Canada Post, will deliver your package by 8pm on the estimated date of delivery that will be indicated by the tracking information you are provided. If you are not present for delivery time/date, it is the customer's responsibility to re-arrange delivery date with the carrier. If customer fails to schedule a new delivery time and items are sent back to us, we will re-charge shipping to send out items again. If package is lost or damaged during transit, please contact our customer service department as soon as possible (48h after the date of the delivery) so that we can work with you to open a claim with the carrier.

Order Processing
Orders are processed on business days (Monday through Friday). Orders received before 10 AM EST will begin to process the same business day. Orders received after the cutoff time will begin processing the following business day. Orders placed over the weekend will begin to process Monday (excluding holidays). All orders – including express and expedited shipments – may require up to 2 business days of processing time before being shipped out.

Returns & Exchanges
Our priority is the satisfaction of our customers. Our policy is “you ship to us and we’ll ship to you.” The Customer is responsible for shipping all return & exchange items back to our warehouse, unless otherwise discussed. We suggest shipping via a traceable delivery method as we are unable to refund or replace without proof of delivery. Original shipping fees will be refunded only if the returned/exchanged item was shipped incorrectly or damaged by our error. Otherwise, original shipping fees will be deducted from your total refund amount. All refunds/credits will be made after the inspection of returned items, and will always be issued back to the same card or payment method used to place the order. Item must be returned in original condition and in original packaging including any paperwork, manuals or accessories. If returned items are not same condition with when they were sent, we will refuse or send them back to you with shipping charge. All Returns, Exchanges, and Replacements must be pre-approved by our customer service department. Email us with your request - we will review and give you an authorized return number. If you send the product back without proper authorization or an RMA #, the item(s) will be shipped back to you at your own expense.

Conditions of Return
Please note that before proceeding to a refund or to an exchange, the customer service will make sure that the expressed conditions are respected:

1. A single return shipment is authorized by order. So please verify carefully all of your items including in your order before sending us a return.
2. If the product is damaged after the reception of your parcel, you have a deadline of 48 hours after the reception of the parcel, to indicate it to the customer service (info@vivadistribution.ca) and proceed to an exchange or a refund.
3. If you note that a product in your parcel is missing, you have a deadline of 48 hours, after the reception of the parcel to indicate it to the customer service (info@vivadistribution.ca).
4. For any other reason of return, you have a deadline of 14 days, after the reception of the parcel. After 14 days, please note, that we do not accept any more returns.
5. For all other requests, the product should be consumed unless 50%, you have a deadline of 30 days after the reception of the parcel, to indicate it to the customer service (info@vivadistribution.ca) and proceed to an exchange or a refund(repayment). 

After 30 days, please note, that we do not accept any more returns.

Changes to Orders
Changes can be made to any order as long as it hasn't been fully processed yet. However, if the order has been completed and fulfilled, we cannot make any changes to the order.