Refund Policy


If your order arrives damaged or has a clear manufacturing defect, we’re happy to offer a free replacement or full refund. Please contact us within 30 days of delivery and include a clear photo showing the issue. You do not need to return the defective item.

Unsuccessful Deliveries

If an order is returned to the sender or lost in transit due to an invalid address, you may choose between:

  • A reprint with an additional charge
  • A partial refund (product price only; shipping fees are non-refundable)

If an order is lost in transit or delayed due to a courier-related issue, you may choose between:

  • File a claim directly with the shipping carrier (USPS) through their official claims process to request compensation for a lost or missing package.
  • Contact Vivofy customer support with the order number. We’ll gladly arrange a replacement shipment at no extra cost.

If an order is marked as “Delivered” by the shipping carrier, we cannot issue refunds or replacements. Please ask your customer to:

  • Check all possible delivery locations (porch, mailbox, neighbors, building management).
  • Contact their local post office or USPS carrier for further investigation.

What Is Not Eligible for Refund or Reprint

As a print-on-demand company, all Vivofy products are made to order. This means we do not accept refunds or exchanges for the following reasons:

  • Incorrect size or color selection
  • Change of mind
  • Minor imperfections, such as slight color variations or print alignment issues within a 0.5″ tolerance

How to Submit a Claim

To request an exchange or report an issue, please email us at support@vivofy.com with the following information:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging (if applicable)

If multiple items with the same design are affected, please include a photo or video showing all items in one frame for confirmation.

Our team will review your claim and typically respond within 3 business days. Once approved, we’ll process your replacement shipment or refund immediately.