Thank you for selecting VivaTerra! VivaTerra is proud to inspire green living by offering exceptional, unique , and earth-friendly products. If an item does not meet your expectations, please return it to us for an exchange or a refund within 30 days of receipt of the merchandise; live plants may be returned within 7 days of receipt. With your return, please include the completed, original packing slip.
Please keep in mind that personalized, special-order, personal care, consumables, final sale, or items damaged through normal care and use may not be returned unless VivaTerra is deemed responsible for a fulfillment or shipping error, or, a manufacturing defect. Please see below for special considerations regarding oversized items delivered via freight.
To expedite the processing of your return and to ensure accuracy, please complete the return/exchange section on the back of the packing slip by recording your "reason for return" next to each returning item. Label the package with the returns address noted below and deliver the package to the shipper of your choice. Original shipping and return shipping fees are non-refundable, unless the return is due to damage, a defect, or as a result of an error made by VivaTerra.
Returns and exchanges are typically processed within 48 business hours of receipt.
Because VivaTerra is not responsible for returning merchandise, which may become lost in-transit, please consider safe-guarding your merchandise by insuring your package.
When shipping oversized items via freight, the carrier will require that you accept your merchandise by signing the bill of landing. Please thoroughly inspect the packaging and the merchandise prior to signing the bill of lading. Any damage to the packaging, including tears, punctures, crushing, water damage, or placement of the item wrong end up, may indicate concealed merchandise damage. If the packaging or your merchandise appears damaged, please document the damage directly onto the bill of lading. You may also refuse the delivery by not signing your name to the bill of lading.
Please retain all packaging materials until you have determined that the merchandise is acceptable. If damage is detected during or after delivery, or if you have refused the delivery, please contact us for assistance at 800.247.6799.
When a return is facilitated within 30 days of receipt of the merchandise, a refund will be issued in the form of the original method of payment. Please allow up to two billing cycles for a credit or debit card refund to appear on your statement.
VivaTerra Returns Department
7021 Wolftown-Hood Road
Madison, VA 22727
We will make a sincere attempt to honor a cancellation request, however, once the order is in the process of being manufactured, fulfilled, and shipped, the order may not be cancelled. However, items in a backordered status may be canceled at any time. To cancel an order or an item, please contact us for assistance at 800.247.6799.
Replacement parts are available for some items at a nominal fee. Please contact us for availability and assistance at 800.247.6799.
To encourage our customers to consider the environmental impact of returning merchandise, in conjunction with TerraPass, we are offering a carbon offset program for all returns.
If you would like to offset the carbon emissions resulting from the delivery of your return, please contact us at 800.247.6799. If you choose to offset your return shipping, $1 will be deducted from your refund and will be donated to TerraPass.