FAQ

Discounts and Promotions -

Why isn't my promo code working?

Promo codes can be specific to dates, products or minimum total amount. All promotional offers, emails and sales, including the Favorites 10% off discount cannot be combined with any other offer and excludes all sale items. If you are experiencing an error with your promo code please refer to the email or website and look for the following: Expiration Date, Excluded Brands, Spend Requirement. There are some brand exclusions with our offers, to learn more about brand exclusions please CLICK HERE.  For questions or assistance with a promo code please contact Customer Service.

What is a promo code and how do I get one?

Promo codes work the same way as online coupons. Vivandi account holders that sign up for a free account regularly receive emails with discounts and promotional specials. If you would like to receive Vivandi emails, please sign up for a free account and you will be added to our mailing list.

 

Orders and Shipping

Do you charge sales tax?

Vivandi charges sales tax in every U.S. state except those that do not have a sales tax:
Alaska
Delaware
Montana
New Hampshire
Oregon 

How do I know my credit card information is protected on your site?

At Vivandi, we take your security seriously and go above and beyond to protect your information. Your credit card information is transmitted to us through a highly secure SSL connection, which cannot be intercepted. Once in our system your credit card information is encrypted, meaning no one has access to that information at any time. We are under a strict quarterly security audit and purge all credit card information after 60 days. 

If I save my credit card information in my account is it safe?

Your auto-checkout credit card information is encrypted and protected by a password for your security. To ensure your information is never stolen, your password decryption only shows a portion of your credit card information meaning that if your password is stolen your information is still safe in our system. 

Where is my order?

You may check the status of your order instantly with Vivandi’s convenient Order Status Page.

When will my backordered item ship?

To see if your backorder has shipped, please check Vivandi's Order Status Page.  If it has not yet shipped, you may contact Customer Service.

How can I track my order?

We provide tracking information in your shipment confirmation email that is sent out once your item has been shipped. You can also view this information online in your account under "Track an Order" or on the Order Status Page 

How do I make changes to my order?

You can still make changes to your order up to 30 minutes after placing it. Please visit your order History page to modify your order. 

How will I know when my order has been shipped?

Vivandi will email a Shipment Confirmation that details your order and shipment date. 

How long will it take for my order to arrive once it's shipped?

Delivery time will depend upon the shipping method, please see our shipping policy page for more information. Tracking is available on Vivandi's convenient Order Status page. 

If I have items on backorder can I change the order?

If your order has not shipped, you may contact Customer Service.

You may also remove products from your order by logging into your account.  Once you have logged in, go to "Order History" then click the "Would you like to change this order?" link. You'll be directed to a page that allows you to add or remove any item you wish. 

What does "Out of Stock" mean?

Out of Stock means Vivandi does not currently have inventory for the item. In most cases, the item has been ordered and is on its way to our warehouse. The estimated time of arrival is often dependent on the manufacturer. 

At which point do you charge my credit card for my order?

Vivandi authorizes your credit card at the time the order is placed. Your credit card is charged at the time your order actually ships. 

How can I cancel my order?

If your order has not yet shipped, you may cancel your order by logging into your account.

Once you have logged in, go to "Order History" then click the "Would you like to change this order?" link. You'll be directed to a page that presents a summary of your order. Simply click the "cancel" link at the bottom of the page and your order will be immediately canceled. A refund is not necessary as Vivandi does not charge your credit card until your order has shipped. 

Some of the items in my order are out of stock. Can I have the available items shipped now and the backordered items shipped later?

Contact Customer Service at info@vivandi.com to see if your order is available for a partial ship option. 

What if I gave the wrong shipping address or I'm not going to be where my automatic refill is normally shipped?

Vivandi offers an address change or shipment interception service for packages shipped via UPS Ground and UPS 2 Day. This service is $19 and is offered within 24 hours of placing your order. To update your shipping address please contact Customer Service.  This service is dependent on where your order is within the UPS system. 

I noticed an additional item was added to my cart after I checked out. What can I do if I added this to my cart on accident?

We do not add anything to your cart without your approval. Occasionally, we will offer a special promotion after you have checked out on our website. This offer will require you to select "Yes, please" or "No, thanks" before an item is added to your cart. If nothing is selected or "No, thanks" is selected, the item will not be added to your cart and you will not be charged. If you see an item on your order you accidentally added or no longer want, please contact Customer Service as soon as possible so that they can update your order and refund if necessary. 

How do I redeem my store credit?

On our checkout page, under "Payment Information" select "Gift Card" instead of "Credit Card" in the payment toggle. Enter your gift card number and pin and select check out. If there is a balance due you will be asked to enter your credit card information as well. 

Does my store credit expire?

No, store credits never expire. But they do get forgotten... so while you're thinking about it check out what's new on Vivandi!