Shipping and Returns
Shipping Fees
General shipping rate is $13.99 for any purchases under $299 before taxes. Please note that some shipments may require additional shipping charges due to excessive weight, rural shipping areas and bulk/special orders. Larger, heavier items and bulk orders shipping rates vary and we will provide a quote and provincial tax prior to shipping. USA customers and customers in remote areas of Canada may need to contribute towards shipping costs and are responsible for any duties and taxes imposed by local customs agencies.
We offer Fed-ex ground and Canada Post delivery. All items are shipped within two business days of purchase. If you are local or happen to be in the area, we highly picking up your purchase at our Victoria Massage Supply Store or warehouse. Contact us to arrange pickup at our Vancouver warehouse.
Processing your order without delays requires accurate shipping information, a current email address and phone number. It is the customer’s responsibility to provide a correct shipping address—orders returned to us will require another customer shipping cost payment. If Canada Post (or another courier) confirms that your order has been delivered, we not are responsible if it gets lost.
We subsidize shipping on larger items and therefore request the customers contribute a portion of higher shipping costs. Please be advised these additional rates apply to massage tables and large equipment. These items require a special shipping from one of many carriers across the country.
We do our best to get the best rate possible and have special accounts with freight companies that provide us special rates. If you have your own shipper do notify us their details when making your order online.
For any questions or concerns, please contact us at info@vivitherapy.com. We appreciate your business.
Cancellation Policy
If you decide to cancel your order, let us know before it is shipped out to receive a refund. A fee to cover the merchant charges on the transaction will be discounted from the original purchase price. Alternatively, we offer in store credit in the form of a gift card for the full amount.
Return Policy
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 and contact us beforehand. Items must be returned like new.
Items purchased in our retail store must be returned with the receipt within 15 days of purchase.
Final sale items:
- Personal items such as oils, incense, linens, heating pads and disposables
- Clearance items
- Used items
All freight charges must be prepaid and insured by you, the buyer, on all returned merchandise. All custom entry fees and duty associated with any return or exchanges will be the responsibility of the customer.