Shipping policy

Effective Date: July 21, 2022

AlVivo ships to the United States, Canada, Mexico, the United Kingdom, and Germany via FedEx. This policy explains our processing times, delivery options, costs, and what happens if something goes wrong in transit.

1. Processing Time

Orders are processed within 1–2 business days of payment confirmation, Monday through Friday, excluding public holidays in our fulfillment location. Processing time is separate from shipping/delivery time (Section 3)  your total delivery estimate is processing time plus transit time.

In line with FTC Mail, Internet, or Telephone Order Merchandise Rule requirements for US orders: if we are unable to ship your order within the timeframe stated at checkout, we will notify you and offer the option to consent to a delay or cancel for a full refund.

2. Shipping Locations

We currently ship to addresses in:

• United States 
• Canada
• Mexico
• United Kingdom
• Germany

We do not currently ship to addresses outside these five countries. We're unable to ship to PO boxes for shipments requiring a signature or age verification, if applicable to your order.

3. Delivery Options & Estimated Delivery Times

*Estimated transit time begins after processing (Section 1) is complete and does not include customs clearance delays for international shipments (Section 9). Exact rates and availability by tier are calculated and displayed at checkout based on your delivery address.

4. Shipping Costs & Free Shipping

Shipping costs are calculated at checkout based on destination, package weight, and delivery tier selected. Orders that meet the free-shipping threshold displayed at checkout qualify for free Economy shipping automatically  no code required. The free-shipping threshold and its local-currency equivalent for each country are shown at checkout and on the cart page.

5. Order Tracking

Once your order ships, you will receive a confirmation email with a FedEx tracking number. You can also view tracking information by logging into your AlVivo account or using our Track Order page. Please allow up to 24 hours after receiving your tracking number for FedEx's system to display live scan updates.

6. Lost Packages

If FedEx tracking shows your package as delivered but you have not received it, please check with neighbors and building management, then contact us within 7 days of the delivery date shown. If tracking shows no movement for more than 10 business days (domestic) or 20 business days (international), contact us and we will open a trace with FedEx and work with you on a resolution  a replacement or refund, at our discretion, once FedEx confirms the package cannot be located.

7. Damaged Packages

If your order arrives damaged, please contact us within 48 hours of delivery with photos of the damaged product and packaging. We will arrange a replacement or refund once the damage is confirmed  you do not need to return a damaged item unless we specifically request it.

8. Incorrect Address

Please double-check your shipping address before completing checkout. If you notice an error, contact us immediately — we can amend the address only before the order has been handed to FedEx. Once an order has shipped, we are unable to redirect it, and we're not responsible for orders delivered to an incorrect address provided by the customer at checkout. If a package is returned to us by FedEx as undeliverable due to an incorrect address, we will contact you to arrange reshipment at an additional shipping cost, or issue a refund minus original shipping costs.

9. Customs & Import Duties

For orders shipped to Canada, Mexico, the UK, or Germany from outside that country, your order may be subject to customs duties, taxes, or import fees charged by the destination country. These charges are the responsibility of the customer and are not included in your order total or shipping cost at checkout, unless explicitly stated as "duties included" at checkout. We are not able to predict the exact amount of these fees, as they are determined by your local customs authority.

10. Delays

While we work to meet the estimated delivery times above, delays can occur due to high order volume, weather, customs processing, or carrier disruptions. Estimated delivery times are not guaranteed delivery dates unless Express shipping with a guaranteed-date option is explicitly selected and confirmed at checkout.

11. Force Majeure

We are not liable for delays or failure to deliver caused by events beyond our reasonable control, including natural disasters, extreme weather, strikes, customs delays, pandemics, or carrier network disruptions. In such cases, we will make reasonable efforts to keep you informed and will work with you on a resolution once normal operations resume.

12. Contact

Questions about your shipment: alvivo.offical@gmail.com | UK +44 7438 011559 | USA +1 646 766 1197