Customer Service & Store/Clinic Policy
At ViVi Therapy, we are committed to customer satisfaction. If you are unsatisfied in any way or have any questions at all about our products or services, please email us at [email protected] or phone 250-298-4484 and we will do our best to accommodate you. Our staff are professionals and understand the needs of both individuals starting out and professionals wanting quality products and training to enhance their practice.
We offer Fedex ground and Canada Post. All items are shipped within two business days of purchase. If you are local or happen to be in the area, we recommend you come by and pick up your purchase at our Massage Supply Store at 1976 Oak Bay Avenue. Unless otherwise specified, the customer is responsible for all shipping costs.
Picking Up Large Items
Ladysmith: When picking up large items, like tables, be sure to bring two strong people. This is a self serve storage facility and ViVi Therapy does not load your table onto your vehicle. Be sure your vehicle has a box on a truck or a van with seats stowed away.
Victoria: When picking up large items, like tables, be sure to bring two strong people. ViVi Therapy does not load your table onto your vehicle. Be sure your vehicle has a box on a truck or a van with seats stowed away.
Vancouver: When picking up in Vancouver go to the main office and the staff will help you. If it is a large table they will use a fork lift and assist you. Be sure your vehicle has a box on a truck or a van with seats stowed away for electric table pick ups.
At ViVi Therapy your satisfaction is very important to us. We will do our best to accommodate any concerns you may have with your order/purchase.
We thoroughly check all products prior to shipping in order to maintain a high level of customer satisfaction. If any of your items arrive damaged or are missing please contact us within 3 working days. Use original packaging for returns.
- If you wish to return an item, please contact our office within 3 days of its receipt.
- Returns must be received at our office within 30 days of the original order date.
- Returns received after 30 days or without prior authorization will not be accepted.
- Returns are for exchange or credit only and we do not cover the shipping costs.
- Returned items must be unused, undamaged, unmarked, in their original condition and unopened packaging to be accepted.
- Personal items such as oils, incense, linens and disposable items unfortunately cannot be returned.
- Items that have been discounted for clearance and used items are final sales.
- A 15% restocking fee is charged on all returns not due to damage or shipment error.
COVID-19 Return Policy
In order to reduce the spread of any potential virus we have updated our return policy.
We are no longer accepting returns to our Vancouver warehouse, Ladysmith warehouse, or Victoria store.
We hope you understand that we simply do not have the manpower to inspect, clean, quarantine, and restock opened inventory for resale.
If something is defective please contact us within 3 business days of receiving your purchase. To better assist you, include video or photos of the issue including your order number and best contact details and send to all information to [email protected]. We can then determine the right course of action.
Cancellations for Product Orders
As we work quickly to ship out your products, if you wish to cancel your order, you must do so within two hours of placing your order. If you cancel your order after it has been shipped, it will have to be treated as a return and you will be responsible for return shipping and restocking fees. Orders which are refused at time of delivery will be charged all of the applicable fees mentioned above (restocking and return shipping fees).
Cancellations for Workshops
- A $65.00 Administration fee will be applied to all cancellations
- Cancellations 4 weeks prior to the scheduled course will apply for a 25% fee.
- Cancellations 2 weeks prior to the scheduled course will apply for a 50% fee.
- Cancellations 1 week prior to the scheduled course will apply for a 75% fee.
- Cancellations less than 1 week prior to the scheduled course will apply for a 100% fee.
- Credits for future courses can be issued for special circumstances, including COVID-19 illness where the individual has initiated being tested.
- Please note that our courses are small, only 4-8 people, and we attempt to fill any cancelled spots with waitlisted individuals. If a cancelled position is filled then a credit or appropriate refund will be given.
Clinic Cancellation Policy
Please try to give us at least 48 hours notice if you are not able to attend an appointment. This enables someone else to be pre-screened and take your slot or saves your therapist a wasted trip to the clinic if they have traveled there especially for your treatment.
If less than 24 hours notice is given or you miss an appointment without letting us know, you will be invoiced for the missed appointment (exceptions may be made in certain circumstances).
At ViVi Therapy, your privacy is important to us. We promise not to share or sell your personal information to anyone. All information entered through our site and online store is SSL security encrypted. We assure you that your information is safe with us and we will do our best to keep you happy.