Thoughtful timing.
Clear details.

Delivery & handoff

Delivery is free for addresses within Jacksonville city limits. Once an item is ready, agree on a delivery date by email or VIVEBUY Instagram direct message. Each order is handed directly to the customer; pickup and unattended drop-offs are not available.

If you miss an agreed local delivery appointment, VIVEBUY will reschedule it at no charge. This applies to local delivery appointments, not carrier shipping failures.

Outside Jacksonville city limits, delivery needs a separate case-by-case arrangement. If carrier shipping is available, VIVEBUY will confirm the carrier charge and full order total, then get your approval before requesting payment. There are no automatic shipping rates.

Production timing

Priced products are made to order. Production times are business days, Monday through Friday, and cover making the item only; delivery or shipping transit time is separate.

• Standard handbags and totes: 7 business days.
• Customized bags, including changed straps or charms: 10 business days.
• Green penguin plushies, all sizes: 5 business days.
• Placemats: 10 business days; matching runner: 12 business days.
• Limited-color items: 12 business days once required supplies are available and payment and final design approval requirements are met. Supply restocking time is not included or promised.

For standard orders, timing starts after payment is confirmed and any custom design or color details are approved. For a custom order, timing starts after the agreed deposit is confirmed and the final custom design and color details are approved.

In-person payment & custom orders

Please contact us to arrange in-person payment. There is no online checkout.

A custom order requires a 40% deposit of the agreed item price before production. The remaining 60% is due when the item is finished and must be paid before local delivery. Payment timing for carrier-shipped custom orders will be confirmed with the shipping quote before any payment is requested.

When VIVEBUY tells you the item is finished, the balance is due within 2 calendar days, including weekends. If it is unpaid at that point, VIVEBUY sends an email reminder and allows 2 more calendar days from that reminder. After that, Joshua personally reviews the order and contacts you before deciding what to do. An order is never cancelled automatically at either deadline.

After a deposit, a requested design change needs maker approval. Before proceeding, VIVEBUY and the customer agree on the revised price and completion date. Any agreed extra cost is added to the final balance, due when the item is finished.

Order limits & waitlist

Each customer may order up to 3 individual pieces or complete sets in any rolling 7-day period. One complete placemat set counts as one unit toward this limit.

When production capacity is full, customers may join an unpaid waitlist in the order they joined, provided the required colors and supplies are available. Payment is requested only after VIVEBUY confirms an available production slot and completion date. The customer then has 24 hours to pay; if unpaid, the slot is offered to the next eligible person on the waitlist.

Change-of-mind cancellations

Before production starts, payments made for the order are fully refunded. After production starts, VIVEBUY keeps a fixed 10% of the agreed item price for materials and work and refunds the remaining amount paid toward the item (a 90% refund when the full item price has been paid). This is a fixed amount, not an estimate of actual costs. Returns after delivery are covered separately below.

For a custom order cancelled after production starts, VIVEBUY keeps 10% of the full agreed item price from the deposit and refunds the rest of the deposit. If cancelled before production starts, the full deposit is refunded.

We will confirm the treatment of any shipping charges and applicable tax before payment.

Change-of-mind returns

Request a return within 14 calendar days after delivery. The item must be unused, clean, and undamaged. A return request is not a damaged-item claim.

For a local return within Jacksonville city limits, VIVEBUY collects the item at no charge; arrange a date and time by email. For a shipped order, the customer pays the carrier's applicable return shipping charge. Original outbound shipping is not refunded for a change-of-mind return after shipment.

This same change-of-mind return policy applies to custom items. The refund is 90% of the item price, with a fixed 10% deduction. Once a return is approved, ship the item back or arrange the free local return within 7 calendar days. Refunds are submitted within 3 business days after approval and receipt of any required return; bank posting time varies.

Damaged or incorrect orders

If an item arrives damaged or VIVEBUY sent the wrong item, email support@vivebuy.com with your order details and a photo of the problem. Do not report these claims through Instagram.

You may choose a free replacement or a refund. If you choose a refund, it covers the full item price plus original outbound shipping, with no 10% deduction. VIVEBUY covers necessary return shipping and pays delivery shipping for a replacement. Whether the original item needs to be returned is decided case by case after reviewing the photo and order details.

Production delays & questions

If production is delayed, VIVEBUY will email a revised completion date. You can accept the new date and wait, or cancel for a full refund of payments made for the delayed order, with no 10% deduction.

VIVEBUY aims to reply to customer emails within 1 business day. That is a reply target, not a promise that every question will be resolved within that time.

Email VIVEBUY support with a policy question.