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SHIPPING OPTIONS

*Please note that international shipping cannot be upgraded.

SIGNATURE SERVICE

Need signature request service

1. The signature request service box is pre-selected during checkout.
2. We recommend selecting Signature Service when you place your order.
3. Signature service is mandatory for all international shipping orders and orders with high value products.
4. If the signature request is waived or you have signature exemption agreement with FedEx, DHL or TNT, LaVivid will no longer be responsible for any lost or damaged packages.

RETURN BY CARRIER

Your package will be returned by carrier if:

1. You have requested signature service, and no one is available to sign for the package after three separate attempts to deliver, the carrier will return the package back to us.
2. The delivery address you entered in our system is not reachable.

RESHIPMENT

If your package was not successfully delivered and is returned to us by the carrier, we offer a free first-time reshipment. If returned to us for a second time, there will be an additional $8.95 shipping cost ($29.89 for international orders) for a reshipment.

REFUND

If your package is returned by the carrier, monetary refunds will incur a restocking fee.

• Item value $150 or Less: $10 restocking fee
• Item Over $150: $15 restocking fee
• Item Over $500: $30 restocking fee

For a loyalty points refund there is no restocking fee.

FORCE MAJEURE DELAYS

LaVivid makes it our priority to deliver orders on time as promised. However, we cannot provide shipping cost refunds in the case of national crises, holidays, natural disasters, carrier delays or other circumstances where the delay is beyond our control.

INTERNATIONAL SHIPPING TAX

For countries outside of the U.S., your order may be subject to import duties and taxes, which are levied once your package reaches your country. LaVivid is NOT responsible for any duties or taxes. For more information regarding custom policies, please contact your country's local customs office.

MILITARY ADDRESS

Orders to Hawaii, Alaska, Puerto Rico, Guam, Northern Mariana Island or any APO and FPO military addresses will be shipped via USPS Regular Service only.

We are happy to accept returns and exchanges on all eligible products within 30 days of delivery. If you are not satisfied with your purchase and wish to make a return, please return it in its original packaging and follow our return policy.

WHAT ARE ELIGIBLE PRODUCTS?

• Are in the same condition you received them (unaltered, unworn, undamaged, containing no signs of wear, styling products or odor)
• Have all tags on them and are in their original packaging
• Item(s) are returned within 30 days of the order delivery date
• Custom orders and Clearance items are ineligible products

We can’t accept ineligible products and they will be returned to you at your cost.

EXCHANGE POLICY

• We allow one free exchange on all eligible products within 30 days from the date the order is delivered.
• If you want to exchange the order a second time, there is a 5% restocking fee.
• If the exchange item(s) costs more than your first order, we will contact you to obtain the payment difference for the additional amount. Any exchange balance will be refunded onto your original payment method.
• You can change your order at any time before it has been shipped for free. Once it has been shipped and it is on its way to you, it cannot be changed or canceled.
• If you are not satisfied with your exchange, you can return it for a refund or initiate a second exchange.

REFUND POLICY

• Monetary Refund
  1. 1) All refunds are subject to a restocking fee
  3. Item value $150 or Less: $10 restocking fee
  4. Item Over $150: $15 restocking fee
  5. Item Over $500: $30 restocking fee
  1. 2) Refunds will be applied to the original form of payment used to purchase the item(s), which you will receive within 72 hours after we receive your order.
  2. *Please note: If there is a delay in payment, check with your bank as they may take several days to process the credit back to your account.
• Store Credit Refund

  No restocking fee for a store credit refund. (store credit cannot be refunded to your credit or debit card).

CANCELLATION POLICY

• You can cancel your order at any time before it has been shipped free of cost.
• Once your order has been shipped and is on its way to you, it cannot be canceled. If you don’t want it anymore, please follow our return policy to return your order.

RETURN PROCEDURE

1. Go to ‘ORDER HISTORY’ and find the order you wish to return
2. Click on ‘RETURN ITEMS’
3. Select item to return & choose exchange or refund options
4. Write down your return reason and make the RMA slip
5. Return the product to the provided address