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Help & FAQs

 

Shopping

Product availability

We strive to have products in-stock and ready to ship when you order, however some of our items are hand-made, artisan products and may take longer to arrive. Product copy will state if there is a longer delivery time for the item. During check out we provide you with the inventory status of every product. If an item is unavailable we will provide you with the date that we expect to ship that product.

Product prices

Catalog prices are valid through the date listed in our current catalog. Please see 'Prices & Sales Tax' on the mail order form for details.

Ordering gifts

We make gift giving easy by offering wrapping and complimentary gift cards. If you are shipping gifts to many recipients you will be able to assign your gifts to different shipping addresses when you checkout.

2015 Holiday Cutoff Dates

Holiday Standard 3-Day Next Day
Valentine's Day 2/6 2/11 2/13
Easter 3/21 3/26 3/28
Mother's Day 5/1 5/5 5/7
Father's Day 6/6 6/11 6/13
Thanksgiving 11/18 11/20 11/24
Chanukah 12/4 12/10 12/14
Christmas 12/18 12/18 12/21

Orders must be placed by 2PM Eastern Time.

VivaTerra Express Shipping: Add $14.95 for each delivery address. Your order will arrive on the 2nd business day (Monday - Friday) after it ships from our distribution center.

Ordering from outside the U.S.

At present VivaTerra does not ship to addresses outside of the U.S. and its territories. VivaTerra does ship to Puerto Rico, Guam and the U.S. Virgin Islands. A surcharge of $15.95 per address applies to shipping addresses outside of the continental U.S.

Shipping & Tax

Shipping Charges

Most orders ship within 48 hours and usually arrive in 5-7 business days. Some items ship directly from the artisan and may take slightly longer. Shipping is based on the merchandise total before any promotional discounts. Shipping is charged separately for each address.

Order Total Standard Shipping
Up to $25.99 $4.95
$26-49.99 $8.95
$50-74.99 $11.95
$75-99.99 $14.95
$100-124.99 $16.95
$125-199.99. $20.95
$200-299.99. $24.95
$300-399.99 $28.95
Over $400 10% of order
 

 

Express shipping

Add just $14.95 for each delivery address to upgrade to our VivaTerra Express Delivery. Your order will arrive on the 2nd business day (Monday - Friday) after it ships from our distribution center or we'll promptly refund both your regular Shipping and Handling charges and the cost of Express Delivery.

This service applies to all orders of in-stock merchandise under 20 lbs. for delivery in the contiguous U.S. Call 800.247.6799 for rates on expedited orders over 20 lbs. Items that ship directly from the artisan take longer and may only ship on specific business days (Mon-Fri) each week. These exceptions will be noted on the product's page.

Shipping charges are per address. Express shipping is not available for oversized items, or to P.O. boxes. Express shipping is not available to AK, HI, Guam, Puerto Rico or the Virgin Islands.

Shipping surcharges

Some items have shipping surcharges due to their size—these additional charges will be noted on the product page. Also, some items cannot be shipped via Express delivery or to AK, HI, Guam, Puerto Rico or the Virgin Islands and this is also noted on the product page. Please contact our customer service team with any questions.

Furniture shipping

Standard shipping of large furniture includes inside delivery and placement anywhere in your home by scheduled appointment (within a 4 hour window). Select items can be upgraded to 'White Glove' delivery (in the continental U.S. only) for an additional fee of $125 per item. 'White Glove' service includes our standard delivery service level plus product assembly and package removal. Typical shipping lead times are listed on the product page but delivery to remote, rural locations can take up to 10 weeks. Furniture cannot be shipped via express delivery and most furniture cannot be shipped outside of the continental U.S. Additionally, we are unable to deliver to locations requiring boat or ferry shipment.

Live Plant shipping

Due to perishability plants cannot be shipped outside of the continental U.S. Shipping restrictions will be noted on the product page.

Shipping to Alaska, Hawaii or U.S. Territories

Orders shipping to AK, HI, Guam, Puerto Rico and the Virgin Islands have a $15.95 surcharge added to cover additional costs. Express shipping is not available to AK, HI, Guam, Puerto Rico or the Virgin Islands. We cannot ship to P.O. Boxes in AK, HI, Guam, Puerto Rico or the Virgin Islands.

Shipping outside the U.S. or to APO/FPO addresses.

At present VivaTerra does not ship to addresses outside of the U.S. and its territories (Puerto Rico, U.S. Virgin Islands and Guam). We also do not ship to APO/FPO addresses.

Sales tax

State and local sales tax is collected on all orders shipped to Virginia.

Returning Merchandise

Our guarantee

VivaTerra is proud to offer exceptional products. If an item fails to meet your expectations, simply return it within 30 days of receipt (or 7 days for live plants) and we will take it back for an exchange or refund of the product cost minus shipping charges. We regret that final sale, opened food and personal care items cannot be returned. Customized items cannot be returned unless there is a shipment error or manufacturing defect.

Canceling an order

To cancel an order of a backordered item, please contact us at 800.247.6799. Please note that some backordered items will ship prior to the date stated in the shopping cart when you checkout. VivaTerra cannot cancel an order for any item after the item has been picked for shipping (you can, of course, return the item for a refund).

How to return merchandise

Please refer to the return instructions on your packing slip and make sure your package is insured and prepaid. We cannot accept C.O.D. packages.
Items should be returned to:

VivaTerra Returns
7021 Wolftown-Hood Road
Madison, VA 22727

We regret that opened food and personal care items cannot be returned. Customized items cannot be returned unless there is a shipment error or manufacturing defect.

Refunds

Please allow one billing cycle for a credit card refund to appear on your statement. Refunds on shipping and handling are credited only when an item is incorrectly shipped or arrives defective or damaged. Gift returns will be credited with a gift certificate.

Gift Services

Gift messages

A personalized message on our signature gift card can be included with any gift, wrapped or not, at no additional charge.  Your giftee will receive a gift receipt with no pricing and no catalog in their box.

Gift Wrap

We offer two types of gift wrap: kraft paper with red raffia ribbon for $6.95 or reusable silk Furoshiki for $15 or $29 depending on the size of the item.

FAQs

Will VivaTerra donate to my organization?

As our name implies, we are committed to causes that support our dedication to living in harmony with nature-for a healthier life now and for future generations. To that end, each year we pick a few non-profit partners and donate a portion of our sales to them. Unfortunately, we are not able to donate to everyone that requests.

How does VivaTerra select products for the catalog?

Products must meet the following criteria to be considered for our catalog or web site:
Natural and organic: chemical-free, composed of pure ingredients
Environmentally sound: respect and reflect the complete cycle of ecology
Functional: provide clear and obvious value
Beautifully designed and packaged: a distinctive brand aesthetic
Distinctive: unique, can't be found elsewhere
Nurturing: foster well-being, healthful, delicious, comforting

How does VivaTerra package its products?

Our first priority is to make sure that your shipment arrives undamaged. That said, we also ensure that our packaging materials are consistent with our environmental values. We do our best to use re-purposable boxes and recycled materials wherever possible.

How will you use my email address?

If you provide us with your e-mail address, you will receive a confirmation email with tracking information when we ship your order. You will also receive email newsletters and sale notices from time to time. If you do not wish to receive our newsletter or sale notices you can opt out at anytime. You will still receive shipping confirmation emails whenever you order. VivaTerra never shares your email address.

How will you use my postal address?

Occasionally we make our mailing list available to other companies whose offer we think may interest you. If you would like to exclude your name and address from these mailings please contact customer service at 800.247.6799. We never share your email address.

How can I be removed from VivaTerra's mailing list?

We mail a limited number of catalogs and we want them to be welcome in your home. If you do not wish to receive our catalog, please call our customers service at 800.247.6799.

Does VivaTerra have an affiliate program?

VivaTerra offers an affiliate program for carefully screened web sites. Click here for details.

Do you offer swatches?

We offer fabric swatches for some of our upholstery furniture pieces (which is noted on the product page). Please call us at 800.247.6799 to request swatches, or fill out our online Swatch Request form to have your request submitted to our team.