Last Updated: September 8, 2026
At VIVIA NEW YORK, we are committed to providing a reliable and transparent shopping experience. This Shipping & Payment Policy explains our shipping destinations, processing times, estimated delivery times, shipping costs, tracking procedures, customs and duties, and accepted payment methods for orders placed through vivianewyork.com.
1. SHIPPING DESTINATIONS
VIVIA NEW YORK currently ships exclusively to customers within the United States.
We offer shipping to all 50 U.S. states, including Alaska and Hawaii.
We accept deliveries to residential and commercial addresses as well as P.O. Boxes where supported by the applicable carrier.
At this time, we do not ship to APO, FPO, or DPO military addresses or to destinations outside the United States.
Availability of particular delivery services may depend on the destination and carrier coverage.
2. FREE STANDARD SHIPPING
VIVIA NEW YORK offers Free Standard Shipping on all eligible orders delivered within the United States.
There is no minimum order value required to qualify for Free Standard Shipping.
We currently do not offer an express or priority shipping option.
3. ORDER PROCESSING
Orders are generally processed and prepared for shipment within 1–3 business days after the order has been successfully placed and payment has been confirmed.
Processing may include:
Order confirmation;
Payment verification;
Order preparation;
Quality checks where applicable; and
Packaging and handover for shipment.
Business days generally exclude weekends and applicable public holidays.
Once your order has been dispatched, you will receive a shipping confirmation email containing available tracking information.
4. ESTIMATED DELIVERY TIMES
After processing and dispatch, the estimated transit and delivery time is generally:
3–12 business days
Accordingly, customers should generally allow approximately:
1–3 business days for processing, plus an estimated 3–12 business days for transit and delivery.
Delivery times are estimates and are not guaranteed arrival dates.
Actual delivery times may vary depending on factors including:
Destination state and ZIP code;
Carrier network and capacity;
Weather conditions;
Seasonal or holiday demand;
Customs or import processing where applicable;
Transportation disruptions; and
Other circumstances outside our reasonable control.
We recommend using the tracking information provided after dispatch for the most current information regarding your shipment.
5. SHIPPING CARRIERS
Depending on the destination, shipping route, product, and fulfillment requirements, orders may be delivered by major carriers operating within the United States, which may include USPS, UPS, FedEx, or other qualified local or logistics partners.
The carrier used for an individual order may vary depending on the state, delivery address, shipping route, and available carrier services.
We therefore cannot guarantee that a particular carrier will be used for every order.
6. ORDER TRACKING
Once your order has been dispatched and tracking information becomes available, we will send you a shipping confirmation email containing your tracking details.
Please allow approximately 24–48 hours after receiving your shipping confirmation for tracking information to become active or update within the carrier's system.
Tracking updates are provided by the applicable carrier and may occasionally be delayed.
If you have questions regarding your shipment or tracking information, please contact:
Our customer service team aims to respond within 24 hours.
7. CUSTOMS, IMPORT DUTIES, AND ADDITIONAL CHARGES
Some products may be transported through international fulfillment or logistics networks before reaching their final destination in the United States.
VIVIA NEW YORK's policy is that customers should not be required to pay additional customs duties or import charges upon delivery for orders purchased through our website.
Where customs duties, import charges, or applicable clearance charges arise as part of the fulfillment of an order, VIVIA NEW YORK will bear those costs, subject to the shipping arrangement applicable to the order.
Customers should therefore not be asked by VIVIA NEW YORK to separately pay such charges in addition to the amount due for their order.
If you unexpectedly receive a request for customs duties, import charges, or clearance fees relating to your VIVIA NEW YORK order, please do not make payment before contacting us at support@vivianewyork.com so that we can investigate the request.
The identity of the importer of record and the precise customs arrangement may depend on the applicable supplier, carrier, fulfillment route, and shipping arrangement.
8. SHIPPING DELAYS
We make reasonable efforts to process and ship orders within the timeframes communicated on our website.
If we determine that we cannot ship an order within an applicable promised shipment timeframe, we will provide the customer with appropriate notice and, where required by applicable law, the opportunity to consent to the delay or cancel the affected order and receive a refund.
If we determine that we cannot fulfill an order, we may cancel the affected order and issue a refund to the original payment method.
9. LOST OR MISSING ORDERS
If your tracking information indicates that your package has been delivered but you have not received it, please first:
Verify the delivery address associated with your order;
Check around the delivery location;
Check with household members, neighbors, building reception, or other persons who may have accepted the package; and
Review the carrier's tracking information.
If you are still unable to locate your order, please contact us at support@vivianewyork.com.
If an order appears to be lost in transit or has not arrived within the expected delivery timeframe, please contact our customer service team. We will investigate the matter with the applicable carrier or fulfillment partner and determine the appropriate next steps based on the circumstances.
10. DAMAGED OR INCORRECT ITEMS
If an item arrives damaged, defective, or materially different from what you ordered, please contact us as soon as possible at:
Please include:
Your order number;
A description of the issue;
The item concerned; and
Clear photographs of the item and, where relevant, the shipping packaging.
Our customer service team will review the circumstances and provide appropriate instructions.
Depending on the situation, an appropriate solution may include a replacement, refund, or another remedy.
Please do not return a damaged, defective, or incorrect item before receiving instructions from our customer service team.
11. INCORRECT OR INCOMPLETE SHIPPING ADDRESS
Customers are responsible for providing complete and accurate shipping information during checkout.
Please carefully verify your:
Full name;
Street address;
Apartment or unit number, where applicable;
City;
State;
ZIP code; and
Other relevant delivery information.
If you discover an error after placing your order, contact us as quickly as possible at support@vivianewyork.com.
We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
Additional costs resulting from an incorrect or incomplete address provided by the customer may, where permitted by applicable law, be the customer's responsibility.
12. MULTIPLE PACKAGES
In certain circumstances, products within the same order may be shipped separately.
As a result, you may receive:
Multiple packages;
Separate tracking numbers; or
Packages delivered on different dates.
Receiving only part of your order does not necessarily mean that the remaining items are missing.
13. ORDER CONFIRMATION
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
The order confirmation summarizes the information associated with your purchase.
A separate shipping confirmation will generally be sent once your order has been dispatched.
If you do not receive an order confirmation, please check your spam or junk folder before contacting our customer service team.
14. PAYMENT METHODS
Payments are securely processed through the payment services available at checkout, including Shopify Payments where applicable.
Depending on device, location, eligibility, and checkout availability, accepted payment methods may include:
Visa;
Mastercard;
American Express;
Shop Pay;
Apple Pay; and
Google Pay.
Available payment methods are displayed during checkout and may change from time to time.
VIVIA NEW YORK does not currently offer PayPal as a payment method.
15. PAYMENT AUTHORIZATION
By submitting an order, you authorize the applicable payment provider to charge the total amount displayed at checkout using your selected payment method.
An order may be subject to payment authorization, verification, fraud-prevention measures, and other security checks.
If payment cannot be authorized or is rejected by the applicable payment provider, your order may not be completed or may be cancelled.
16. CURRENCY
Unless otherwise clearly indicated, prices displayed to customers shopping through our United States storefront are shown in U.S. Dollars (USD).
Any applicable charges will be displayed during checkout before the order is submitted.
17. ORDER CANCELLATIONS
If you wish to cancel an order, please contact us within 24 hours of placing your order at:
We will make reasonable efforts to accommodate your cancellation request.
However, because orders may enter processing quickly, we cannot guarantee cancellation once an order has already been processed, prepared, or dispatched.
If the order can no longer be cancelled, you may request a return after receiving the order in accordance with our Return & Refund Policy.
Nothing in this section limits any cancellation or refund rights that cannot lawfully be excluded.
18. CUSTOMER SERVICE
For questions regarding shipping, delivery, tracking, payments, or your order, please contact:
VIVIA NEW YORK
Website: vivianewyork.com
Email: support@vivianewyork.com
Customer Service Hours: Monday through Sunday, 9:00 AM–5:00 PM, New York local time (Eastern Time)
Target Response Time: Within 24 hours