Shipping policy
Shipping Policy
Shipping
Our products ship from our warehouses in the United States and Hong Kong. The shipping warehouse depends on stock availability for the model you purchased. Your order may ship from a warehouse located in another country because the model you requested was only available there at the time of purchase. Logistics are automated through Shopify to guarantee fast, efficient order processing. We carry out regular stock checks to guarantee the quality of our products.
Order processing
Orders are processed within 48 hours of purchase. During sale periods or times of high demand, processing time may be slightly longer. Estimated shipping time is confirmed at checkout.
Delivery times
Delivery takes between 8 and 12 days depending on your location, not including possible unforeseen carrier delays. Delivery times are approximate and indicative, and may vary based on your location, local delivery conditions, the postal practices of your country, and carrier availability.
Tienda Vivelo ships to selected territories outside the European Union. Orders destined for countries within the European Union will be automatically rejected. Please see our Terms of Service for the full list of sales restrictions.
Duties and customs
We cover all customs duties and import taxes on your behalf for every destination we ship to. You will not be charged any additional fees on delivery. Your purchase price is fully inclusive. Tienda Vivelo ships DDP (Delivered Duty Paid).
Shipping costs
Shipping costs apply to all orders and are calculated based on your location and the size of your order. The applicable shipping cost is shown at checkout, before you complete your order.
Order tracking
You will receive an email with your tracking number once your order has been processed and shipped. Tracking information updates within 24 to 48 hours of dispatch and is available at any time on our Track Your Order page. You will also receive automatic email updates throughout the delivery process. Please check your spam folder if you have not received the tracking email.
If your tracking shows no information 48 hours after you received the shipping confirmation, please allow 1 to 2 additional days for the carrier's system to update. If there are still no updates after 5 days, contact us at hola@tiendavivelo.com.
Lost packages
In the rare event that your package is lost in transit, we will reship your order at no additional cost to you. Contact us at hola@tiendavivelo.com and we will resolve the situation promptly. We reserve the right to request confirmation from the carrier before processing a reshipment.
Incorrect address
We are not responsible if an incorrect address is entered at checkout. Please make sure your delivery address is accurate and complete before placing your order. If you spot an error, contact us within 24 hours of placing the order at hola@tiendavivelo.com and we will do everything possible to correct it before shipping.
If the package is returned to us as a result of a customer address error, we will issue a full refund once the package is received back at our warehouse. We will not be responsible for any additional shipping costs resulting from an incorrect address.
Order cancellation
You may cancel your order within 6 hours of placing it by contacting us at hola@tiendavivelo.com with the subject line "CANCELLATION". Once an order has been processed and handed to the carrier, cancellation is no longer possible and our standard return policy applies.
Delays and force majeure
Tienda Vivelo will not be responsible for shipping delays caused by events outside our reasonable control, including but not limited to natural disasters, pandemics, strikes, customs delays, or carrier disruptions. In such cases, we will make every reasonable effort to keep you informed and minimize any inconvenience.
Contact
For any shipping-related enquiry, contact our customer care team at:
Tienda Vivelo Customer Care
hola@tiendavivelo.com