Returns &
Order Support
We know it is frustrating when an order arrives damaged, incorrect, or not as expected. This page helps you send us the details we need to review the situation clearly and respond with the next step. Submitting a request does not guarantee return approval, but it gives us everything needed for a fair review.
Return requests must be submitted within 14 calendar days after carrier-confirmed delivery.
Shipping damage, visible defects, wrong items, and missing parts should be reported within 48 hours after delivery.
For damage, defect, wrong item, or missing part claims, upload photos of the item and packaging.
What this form is for
Use this form when something about your delivered order needs review by our team.
- Arrived damaged during shipping
- Product defect or quality issue
- Wrong item or variant received
- Item materially different from the order/listing
- Missing part or component
- Other issue that needs review
Made-to-order items
Most Viviero3D products are made specifically for each order in the selected size, color, material, drainage option, and configuration.
Because of this, returns based only on change of mind, decor preference, color preference, or incorrect size selection are generally not accepted when the product details were provided before purchase. In rare cases, Viviero3D may approve a non-defect return as a courtesy exception.
We review every request individually.
We look at your order details, the selected product options, delivery timing, photos, and your explanation before deciding the best next step.
Submit your order number, checkout email, issue reason, explanation, and photos.
We review the information and may ask for additional details if needed.
We respond by email with approval, denial, replacement, correction, or another next step.
Return shipping
If a return is approved because of shipping damage, defect, an incorrect item, or another issue caused by Viviero3D, Viviero3D pays return shipping when a physical return is required.
Courtesy exceptions
If Viviero3D approves a non-defect return as a courtesy exception, the customer is responsible for return shipping and original outbound shipping charges are non-refundable.
Ready to submit your request?
Please complete all required fields and upload at least one photo. For damage, defect, wrong item, or missing part claims, photos are required so we can review the issue accurately.
