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Thank you for selecting VivaTerra where we are proud to inspire green living. We take great care in curating unique, earth-friendly, high quality products. While we strive to ensure that you are completely satisfied with each purchase, we understand that, occasionally, an item may not quite meet your expectations and it may need to be returned, exchanged or replaced. With that in mind, we have crafted guidelines and policies intended to allow you to shop with confidence.

OUR GUARANTEE

VivaTerra is proud to offer exceptional products. If an item fails to meet your expectations, simply return it within 90 days of receipt and we will take it back for an exchange or refund of the product cost minus shipping charges. Customized items, including upholstered furniture, cannot be returned unless there is a shipment error or manufacturing defect. Please keep in mind that VivaTerra products are designed for residential and non-commercial use, and our satisfaction policies are intended to ensure the performance and longevity of merchandise only when normal and recommended use and care is rendered.

RETURNING MERCHANDISE

If you are not entirely satisfied with your purchase, we accept returns of merchandise within 90 days from the order date.

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.

Return merchandise in its original, unused condition, include all parts, components, hardware, manuals, instructions, tags, labels and other accessories. Proof of purchase may be required.

If the prepaid UPS return shipping label is used to return merchandise, a shipping and handling fee of $6.95, per package, will be deducted from the refund due, unless VivaTerra is deemed responsible for an error.

Please see  SHIPPING and HANDLING FEES >

Because VivaTerra is not responsible for returning merchandise, which may become lost in-transit, please consider safe-guarding your merchandise by insuring your package.

More details on INSURING YOUR RETURN PACKAGE >

Returns are typically processed within 48 business hours of receipt. You will receive an e-mail notification upon the completion of exchange processing.

More details on RETURNING MERCHANDISE >

EXCHANGING MERCHANDISE

If you are not entirely satisfied with your purchase, we accept exchanges of merchandise within 90 days from the order date.

Outbound standard ground shipping is always free of charge when an exchange order is placed for comparable merchandise of equal or lesser value, weight and dimensions.

If the prepaid UPS return shipping label is used to return merchandise, a shipping and handling fee of $6.95, per package, will be deducted from the refund due, unless VivaTerra is deemed responsible for an error.

Please see  SHIPPING and HANDLING FEES >

For an exchange, please review and follow the same packaging instructions for returns.

Please see  RETURNING MERCHANDISE >

Exchanges are typically processed within 48 business hours of receipt. You will receive an e-mail notification upon the completion of exchange processing.

EXCLUSIONS + FINAL SALE ITEMS

Please understand that, while we make special considerations when processing a return or exchange, some merchandise is non-returnable, including the following:

  • Purchased at thrift stores, garage sales or from unauthorized online sellers
  • Personalized, customized or made-to-order. Find more information on CUSTOM ORDERS >
  • Marked as "Non-Returnable", FINAL SALE (prices end in .44, .88, .77 or .66) seasonal or clearance
  • Assembled or modified
  • Damaged when normal use and care has not been rendered
  • Live plants, personal care and consumable items
  • Gift cards

OVERSIZED ITEMS

Before signing the bill of lading: Please inspect your merchandise presented by the trucking company. If there is obvious damage to the merchandise, please document this damage on the bill of lading before the driver leaves. Any package defects such as tears, punctures, crushing, water damage or placement of the item wrong end up may indicate concealed damage. Please keep all packaging until you have determined the order is acceptable.

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.

More details on OVERSIZED ITEMS >

CANCELING ORDERS

To provide exceptional service to our customers, we process and ship all orders as quickly as possible; typically we ship the same day when in-stock merchandise is shipped from our warehouse. Once an order is in process, it cannot be modified or cancelled unless the merchandise is backordered.

More details on  ORDER CANCELLATIONS >

RETURNS ADDRESS

VivaTerra Returns Department

7021 Wolftown-Hood Road

Madison, VA 22727

CUSTOM ORDERS

Custom order items are made to order especially for you and may not be cancelled. We do not accept returns on these items. Custom orders include UPHOLSTERED FURNITURE and PERSONALIZED items.

For further information please see DAMAGE OR DEFECT >

To assist you in selecting a fabric for custom upholstered furniture, we offer free swatches for many of our upholstered items. You may order upholstery swatches on our website where indicated or by reaching out to us at 800-247-6799 or email vtinfo@vivaterra.com

RETURN SHIPPING AND HANDLING FEES

Original and return shipping and handling fees are non-refundable unless VivaTerra is deemed responsible for an error.

For your convenience, a prepaid UPS return shipping label is included with most shipments. Affix the label to the outside of your returning package over the original shipping label. Please deliver your package to your nearest UPS pickup location (UPS pickup locations may be found at www.ups.com).

If the prepaid UPS return shipping label is used, a shipping and handling fee of $6.95, per package, will be deducted from the refund due, unless VivaTerra is deemed responsible for an error. Please record the tracking number, printed on the prepaid UPS label, so that you may track your package at www.ups.com to the point of delivery to the VivaTerra facility.

If a label was not included with your shipment, or if you need a replacement label, please contact us directly with your request at 800-247-6799. Replacement labels are provided free of charge to our customers.

If you choose not to use our prepaid UPS return shipping label, you will be responsible for paying return shipping costs up front. If a refund for return shipping is determined to be owed to you, we will refund you $6.95, per package, for return shipping.

The UPS return label may be used when returning merchandise from US domestic addresses in the contiguous 48 states only. Customers are responsible for the cost of return shipping when merchandise is returned from any other locations.

When returning merchandise from Alaska, Hawaii, US military addresses (APO/FPO) or US Territories, please print and affix a United States Postal Service Merchandise Return Label and affix to the outside of your package over the original shipping label and deliver your package to a United States Post Office (USPS). The nearest USPS location may be found at www.usps.com. The actual shipping fees will be deducted from the refund due, unless VivaTerra is deemed responsible for an error.

ORDER CANCELLATIONS

To provide exceptional service to our customers, we process and ship all orders as quickly as possible; typically we ship the same day when in-stock merchandise is shipped from our warehouse. Once an order is in process, it cannot be modified or cancelled unless the merchandise is backordered.

We will make every attempt to honor a request to modify or cancel an order for merchandise which is made-to-order, customized or shipped directly from our manufacturers when the request is made within 24 business hours after the order is placed. After 24 business hours, if we are able to successfully modify or cancel an order, a processing fee may apply.

If an order cannot be modified or cancelled, you will be responsible for paying the return shipping, or the costs associated with a delivery refusal, when VivaTerra is not deemed responsible for an error.

DAMAGE OR DEFECT

DAMAGE: Upon receipt, please inspect the packaging and your merchandise thoroughly. Contact us with 48 hours to report any damage and we will promptly initiate a resolution. We may request a photograph of the packaging or merchandise in order to determine the extent and nature of the damage. If the original product is no longer available, we may offer a comparable item as a replacement. In some cases, we may recommend a replacement part or repair services, depending on the nature of the damage and the availability of parts and services.

Please retain all packaging material until you are completely satisfied with the condition and performance of your merchandise. Doing so will make it easier to return the item if necessary.

DEFECT: VivaTerra products are warranted to be operative and free of defects within one year from the original order date. If any item is deemed defective, or inoperative, during this time period, we welcome you to return it for a replacement. A replacement may be issued only once during the one year warranty period. If the original product is no longer available, we may offer a comparable item as a replacement. In some cases, we may recommend a replacement part or repair services, depending on the issue and the availability of parts and services. Claims made within 90 days from the original order date are eligible for a refund when the merchandise is returned to us.

INSURANCE

Because VivaTerra is not responsible for returning merchandise that may become lost in-transit, you may wish to consider safe guarding your merchandise by insuring your package. When using the prepaid UPS label, please record the tracking number, printed on the label, so that you may track your package at www.ups.com to the point of delivery to the VivaTerra facility.

REFUSALS

Unwanted parcel packages shipped to US domestic addresses, US military addresses and US Territories may be refused at the point of delivery by indicating to the carrier that you do not want the package. Unwanted purchases delivered without a signature may also be refused within 5 days after delivery, as long as the package has not been opened. If the package is refused after delivery, the word "refused" should be written on the box near the shipping label. The package must be returned to the carrier that delivered the package; carrier locations may be found at www.usps.com and www.ups.com. If a package is refused, the actual cost of return shipping will be deducted from the refund due, unless VivaTerra is deemed responsible for an error.

REFUNDS

Refunds are issued to the original buyer in the form of original payment, unless you specify that you are returning a gift.

Gift recipients may exchange gifts for merchandise of equal or lesser value, or may receive a refund for a return in the form of a gift card when the packing slip is completed to indicate preferences.

Refunds are typically processed within 48 business hours of receipt. You will receive an e-mail notification upon the completion of refund processing.

If the original payment was made with a credit or debit card, depending on your issuing bank, it may take up to 10 business days after your refund is applied for it to post to your account. It may also take up to two billing cycles for the refund to appear on your billing statement. (Please contact your issuing bank for specific policies.)

If your original form of payment was a personal check, please allow up to 14 business days for receipt of your refund check.

Original and return shipping and handling fees are non-refundable, unless VivaTerra is deemed responsible for an error.

Taxes are refunded in accordance with state and local law.

Refunds to international customers are refunded in the same currency and using the same exchange rate as the original order.

OVERSIZED or OVERWEIGHT SHIPPING

Your oversized or overweight merchandise will be delivered via Motor Freight or White Glove Services and the service is indicated on the Website and in the catalog.

White Glove Delivery Service (White Glove Guidelines) is a premium service that includes delivery to the interior of your home, or to your porch, deck or patio. The merchandise will be unboxed, and all packing materials will be removed for disposal.

Motor Freight Delivery Service (Motor Freight Guidelines) is a “tailgate” service that provides delivery to the back of the vehicle at the end of your driveway, the customer must remove the merchandise from the truck and into the residence.

The carrier requires that you be present to inspect and accept your merchandise. The carrier will also require that you confirm acceptance of the delivery by signing the delivery document presented by the carrier.

Please thoroughly inspect the packaging and the merchandise prior to signing the delivery document. 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 or defective, please document the damage or defect directly onto the delivery document.

If your merchandise appears to be damaged or defective, you may also reject the delivery by refusing to sign your name on the delivery document.

If damage or a defect is detected during or after delivery, or if you have refused the delivery, please contact us within 48 hours for assistance.

If your merchandise was refused due to damage or defect, we will issue a refund or a replacement as soon as the merchandise is received in our warehouse.

Merchandise which is refused for any reason, other than damage or defect, or if the merchandise is undeliverable due to narrow entryways, other delivery obstructions, you will be refunded for the price of the merchandise only, and the cost of the return shipping will be deducted from the refund due, unless VivaTerra is deemed to be responsible for an error.

Please contact us directly at 800-247-6799 if your merchandise needs to be returned via freight and we will make arrangements with our freight company.

Made-to-order (custom) merchandise MAY NOT BE RETURNED OR EXCHANGED unless the merchandise is received damaged or defective or unless VivaTerra is deemed to be responsible for an error. For all other merchandise, only outbound standard shipping and handling fees are waived on exchange orders, though additional shipping and handling fees may apply.

Additional fees may apply for a reroute, or for the re-scheduling of a delivery or pick-up, unless VivaTerra is deemed responsible for an error. Restocking fees may apply for some items.

Please review ORDER CANCELLATIONS, MODIFICATIONS AND EXCLUSIONS >

ADDITIONAL SERVICES

Call Tags, lift gates, motor freight pick-ups and package re-routes may be requested for a fee. Fees for special services may be waived if VivaTerra is deemed responsible for an error.

RETURNS ADDRESS

Please return your merchandise to our warehouse nestled in the foothills of The Blue Ridge Mountains:

VivaTerra Returns Department

7021 Wolftown-Hood Road

Madison, Virginia 22727

Fri Dec 13 06:10:22 EST 2019