Shipping & Return Policy

Shipping & Returns Policy

Last Updated: November 2025

Shipping Policy

Fast & Reliable Shipping

VIVO Collection ships directly from our warehouse in San Antonio, Texas (981 Isom Rd, San Antonio, TX 78216).
We are committed to ensuring your order arrives safely and on time.

  • Processing Time: All in-stock planters ship within 48 business hours (Mon–Fri, excluding holidays).

  • Out-of-Stock Items: If an item in your order is temporarily out of stock, our team will contact you promptly with an estimated lead time and shipping date.

  • Shipping Destinations: We currently ship to all locations within the United States, including Alaska, Hawaii, PO Boxes, and APO/FPO addresses.

  • Carriers: We select the best carrier for each destination to ensure reliable delivery.

  • Shipping Rates: Shipping is calculated at checkout and is 20% of the order value, with a $150 minimum freight charge.

  • Tracking: Once your order ships, you’ll receive an automated email with tracking details.

Freight Deliveries

Large or palletized orders may ship via freight or LTL service. Delivery is curbside, and customers are not required to arrange unloading.

Damaged Shipments

Please inspect all packages upon arrival.
If your order arrives visibly damaged:

  • Note the damage on the delivery receipt before signing for the shipment.

  • Report the issue to us within 48 hours of delivery.

  • Include photos of the packaging and damaged product in your email.

Email all damage reports to help@vivocollection.com.
We will replace any damaged items at no cost to you.

Return Policy

We want you to be completely satisfied with your purchase.
If for any reason you are not, we gladly accept returns that meet the following conditions.

Eligibility for Returns

  • Returns must be requested within 30 days of delivery.

  • Items must be unused, uninstalled, and in their original packaging.

  • Returns are not accepted for custom-sized, special-order, or clearance items.

Return Shipping & Fees

  • Return shipping costs are the responsibility of the customer, unless the item is defective or damaged upon arrival.

  • A 15% restocking fee applies to all approved returns.

  • Returns must be shipped to:
    VIVO Collection
    981 Isom Rd
    San Antonio, TX 78216

Refunds

Once we receive and inspect the returned product, your refund will be issued to the original payment method.
Please allow 5–10 business days for processing after your return is received.

Backorders & Preorders

For large or pre-booked orders, we may offer the option to reserve inventory in advance.
In such cases, our team will communicate lead times and estimated ship dates via email before processing payment or shipment.

Customer Support

Have a question about shipping or returns?
Our team is here to help!

📧 Email: help@vivocollection.com
🕓 Hours: Monday – Friday, 8:00 AM – 4:00 PM (CST)

Summary

VIVO Collection stands behind the quality of every planter we make.
Our goal is to provide you with a smooth, transparent experience — from fast shipping to stress-free returns — so you can focus on creating beautiful spaces.