Return Policy

The VivaTerra Quality, Service and Value Guarantee:

Examine your purchase in the privacy and convenience of your own home or workplace, knowing that it comes with a 30-day (unless otherwise stated) return privilege for a refund of the purchase price of any item(s) returned. (Excludes shipping, handling and insurance).

Return Policy:

• Viva Terra reserves the right to refuse credit, or exchange, of any item returned incomplete, or in a non-saleable condition due to negligence, damage, and/or abuse. Customers will be notified if item is not accepted for return or exchange.
• All orders outside of 30 days will be refunded as store credit, which expires after one year except where state law dictates otherwise. Store Credit is only available to use on future orders and through call in only.
• To return an item(s) it must be in saleable condition, sent in its original packaging, including all documentation (warranties, instruction manuals, certifications and appraisals).
• If the product is not returned in its original packaging, a 20% restocking fee may apply.
• Products and or jewelry cannot be sized or altered. If the product has been sized or altered, the product will not be accepted for an exchange or return.
• Personalized Engraving, Custom and Unique purchased item(s) are nonreturnable.
• Items purchased that included an additional bonus gift, both the original item, and the bonus gift must be returned to receive a full refund or exchange.
• FREE Promotional Items (where only postage and handling is paid) are not eligible for returns. If product is defective, please return for exchange only.
• A $12.50 fee will be deducted from your refund if you use the pre-paid Smart Label. Return postage and insurance are your responsibility if requesting a full refund on a non-defective product.
• FREE Promotional Items (where only postage and handling is paid) are not eligible for returns. If product is defective, please return for exchange only.
• The term "Final Sale Items" refers to any item that is marked as a Final Sale in its listing description at the time of purchase.
• Final Sale Items may not be returned or cancelled for any reason, at any time, but in the event of a manufacturer's defect may be exchanged for the same item, within the Company's sole discretion if available.

For a return on an order that shipped on or before 8/12/24:Please follow this link: https://return.vivaterra.com

For a return on an order placed 8/13/24 or after and under $500: You may contact us at https://www.vivaterra.com/contact-us or call 1-888-333-7144 to obtain a pre-paid return label. If you use the pre-paid label, no postage is required. Exchanges are FREE unless the item includes additional S&H charges! For product returns requesting a refund, the $12.50 shipping fee will be deducted from your refund. No postage will be deducted if returned on your own, not using the pre-paid label.

For a return on an order placed 8/13/24 or after and over $500:  Returns over $500 will require a Return Authorization number. This number can be obtained from our Customer Service Department. You may contact us at https://www.vivaterra.com/contact-us or call 1-888-333-7144 to obtain your return authorization number and to obtain a pre-paid return label. If you use the pre-paid label, no postage is required. Exchanges are FREE unless the item includes additional S&H charges! For product returns requesting a refund, the $12.50 shipping fee will be deducted from your refund. No postage will be deducted if returned on your own, not using the pre-paid label. 

Please note that personalized items, food and live plants are nonreturnable.

Returning Large Items Delivered by Common Carrier

Before signing the bill of landing: 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.

During delivery:  If you see obvious damage you may refuse the shipment and note the reason for the refusal on the delivery paperwork. Call us at 1-888-333-7144 to arrange for a replacement. You will not be charged for shipping and handling on your replacement order.

After you have accepted delivery:   If you discover a problem, call us at 1-888-333-7144. We may be able to resolve the problem without a return. Please retain all packing material and boxes until you have verified the satisfactory condition of your purchase. If you do need to return or exchange a large item, call us and we'll arrange for it to be picked up by a freight company.

Store Credit expires after one year except where state law dictates otherwise.

Store Credit is only available to use on future orders, through call-in only.

If you are returning on your own, please add postage and send your return to:

Viva Terra
c/o BIBO-Returns
7021 Wolftown Hood Rd, Docks 15-17
Madison, VA 22727