Free Shipping in Malaysia for orders over USD24
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FAQ

General

Q. What is Viva Tree?

A. Viva Tree is an online store and resource center for people looking to transition into a health-conscious way of living. We not only supply top quality, trusted products but also provide a resource of fact based information. For further information see About Us.

Q. Are your products genuine?

A. We perform rigorous due diligence on our partner’s products and their supply chain to ensure they are what they claim to be, enabling you to be confident you are buying safe, high quality products for your family. We will always favor products that have been independently tested by third party experts such as Ecocert and GOTS and where the company strives to support the communities that produce their goods or ingredients.

Q. Why should we use Viva Tree?

A. Please see Why Use Viva Tree.


Ordering

Q. How can I order products?

A. You can order all of our products on our website.

  1. You can browse our website at your own pace before purchasing products.
  2. To speed up your shopping experience you can search for specific products entering the product details in the search bar or you can select a product category as listed under the 'Shop' menu. 
  3. Once you have found the item you want, click on the 'Add To Cart' button. 
  4. You can review or edit your cart by clicking on the 'Cart' icon at the top right hand corner of the screen. 
  5. If you want to add more products, click the 'Continue Shopping' button and you will be taken back to the Shop to continue your shopping experience. 
  6. When you are ready to pay click the 'Checkout' button in the shopping cart and you will be taken through the checkout process which includes your delivery information, shipping method, payment method and order completion. 

Q. What payment methods do you accept?

A. We are partnered with Shopify Payments and PayPal, one of the world's leading Payment Gateway Providers. PayPal offer a wide selection of payment methods including major credit cards and PayPal. Further information of available payment methods please visit https://www.paypal.com/hk/webapps/mpp/paypal-fees?locale.x=en_HK

Q. If I choose to pay by credit card using PayPal do I need to have a Pay Pal account?

A. No you do not need a PayPal account to pay by credit card using PayPal. However, if you do have a PayPal account it will make it easier for you to purchase in the future as you do not have to re-enter your credit card details for every transaction.

Q. Can I pay COD?

A. We do not offer Cash On Delivery services at this time.

Q. How do I know if my order has been completed successfully?

A. Once your order has been successfully placed you will receive a confirmation e-mail from us which details all the relevant information relating to your order. If you do not receive this e-mail please contact us at cs@vivatree.net and we will address the situation with you. Prior to contacting us please check your spam folder in case our message has mistakenly been filtered by your e-mail.

Q: How do I check the status of my order?

A: Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once you order has been shipped, you will receive an email with a tracking number associated to your order. You may also visit our website at any time and click on our Tracking link to find the real-time update of your shipment. If you did not receive the order tracking number or did not find any updates under our Tracking link after 5 business days, please contact us immediately at cs@vivatree.net and we will do all we can to investigate.

Q. Can I cancel my order?

A. If you wish to cancel your order please contact us at cs@vivatree.net immediately after placing the order and we will try our best to cancel it. However if the product has already been shipped no cancellation or refund will be permitted. Please be aware that cancellation fees may apply and will be borne by you.

Q. Can I add another item after I have checked out?

A. Unfortunately this is not possible and you will need to create a completely new order which may incur further shipping charges.

 

Shipping and Delivery

Q: Do you charge for Shipping?

A: All orders shipped in Malaysia will be free upon a minimum order value of RM100. Order values under RM100 will be charged at RM10 per shipment if shipped to states within Peninsular Malaysia or RM15 for shipments to Labuan, Sabah and Sarawak. International orders will be charged according to prevailing courier rates.

Q: Do you ship Internationally?

A: Yes. We ship worldwide to ensure that every customer will enjoy his or her shopping experience with us. At time of check out, if shipping rates are not available to your country please contact us at cs@vivatree.net and we will furnish you with bespoke rates.

Q: How long does shipping take?

A: Our warehouse is located in Malaysia. For domestic orders in Malaysia, it will normally take 3 to 5 business days. For International orders, please allow 5 to 12 business days. Shipping times may vary during holiday periods. As Viva Tree grows we anticipate having warehouses in many different locations across the world which will provide you with faster shipping times..

Q. Which delivery companies do you use?

A. We use multiple companies which are automatically assigned by our warehouse management system dependent upon the box dimensions, weight and destination. For Malaysia based orders, delivery companies include POS Laju , Ninja Van and GDex. For international orders, delivery companies include DHL and Aramex..

Q. Do you have a retail store or can I collect my orders myself?

A. We do not have a retail store and orders are not available for self collection at this time.

Q: How do I check the status of my order?

A: Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once you order has been shipped, you will receive an email with a tracking number associated to your order. You may also visit our website at any time and click on our Tracking link to find the real-time update of your shipment. If you did not receive the order tracking number or did not find any updates under our Tracking link after 5 business days, please contact us immediately at cs@vivatree.net and we will do all we can to investigate.

Q. What can I do if I receive an incorrect item or if there is an item missing?

A. Please contact us at cs@vivatree.net along with your order ID number and we will resolve the situation.

Q. Which address should I use for my shipping address?

A. If you are working we recommend that you ship to your office address because many postal services only operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays.

Q. What can I do if nobody is able to receive my parcel at time of delivery?

A. It is important to you ensure that somebody is available at your shipping address to take collection of your parcel as after two delivery attempts, your parcel may will be sent back to us or held at the postal agents premises. Your parcel will then require redelivery which may incur further charges


Returns & Refunds

Q. Do you offer a guarantee if my product is damaged?

A. Yes, we offer a 14-Day Guarantee for Damaged Products.

Q. What do I do if my product is damaged?

A. We always try our best to deliver products in perfect condition to you but should you receive any that are damaged or faulty within 14 calendar days upon receiving the products please email us at cs@vivatree.net for further assistance and for us to issue a replacement product free of charge. Please ensure to include in the email photographic evidence of the damaged product(s) and the original shipping box so we can address the situation with our distributors. Please retain the damaged goods and packaging as we may require these to be returned.

Q. Do you offer refunds?

A. Refunds will only be issued to orders for products that are damaged or faulty and cannot be replaced. Our customer service team will inform you immediately if there are any items that cannot be replaced and we will provide you with a full refund. However, we strive for you to enjoy your shopping experience and if you are unhappy in any way please do not hesitate to contact us at cs@vivatree.net

Q. Can I exchange my product?

A. Unfortunately we are unable to offer exchanges at this time but your happiness is extremely important to us so please contact us at cs@vivatree.net and we will try our best to reach a favorable solution for both parties.

Q. Can I get a refund on the shipping cost for returned items?

A. If applicable, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Q. How long will it take for me to receive my replacement item?

A. For domestic orders in Malaysia, it will normally take 3 to 5 business days after we have confirmed receipt of the original item. For International orders, please allow 5 to 12 business after we have confirmed receipt of the original items. Depending on where you live, the time it may take for your exchanged product to reach you, may vary and shipping times may vary during holiday periods.

Q. How will I know you have received my returned item?

A. Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item.

Q. Which postal service should I select when returning my item?

A. We highly recommend that all returns are sent to us using registered post or with a tracking number as we do not take responsibility for any lost, stolen parcels or parcels delayed by the postal service.


Privacy and Security

Q: Is your website secure with my personal information?

A: Absolutely. We use SSL security to ensure all your personal information is encrypted. Whilst we have adopted all possible security measures to protect your personal data against accidental loss or unlawful destruction, alteration, unauthorized disclosure or access, for the protection of your personal data, it is advisable that your electronic devices be provided with software devices that protect network data transmission/receipt (such as updated antivirus systems) and that your internet service provider take appropriate measures for the security of network data transmission (such as, for examples, firewalls and anti-spam filtering).

Q. Do you store my credit card details?

A. We do NOT store your credit card information, nor do we ever see them. All credit card details are processed securely by Shopify Payments and PayPal who are PCI DSS Level 1 compliant.

Q. Do you have privacy policy?

A. Yes. Please see our Privacy Policy for further details