Frequently Asked Questions

Pending:
The order is waiting to be processed and the production has not started yet. While the order is pending, you can still edit or cancel it.
To send the order to production immediately, click “Submit Order.”

Processing:
We have received your order and it is now being prepared for production. Processing time may vary, typically taking 5–7 business days. If your order has not shipped within 7 business days, please contact us for an update.

Shipped:
Your order has been dispatched and is on its way to the recipient. You can track its status using the provided tracking number.

Refunded:
The order has been successfully refunded. The funds will be returned to your account within 30 days, depending on your payment provider.

Cancelled:
The order has been cancelled. Please contact us for more information regarding the cancellation.

Failed:
The order could not be completed. Please contact us for assistance or to resolve the issue.

Samples let you test product quality before selling to customers.
To order a sample:

• Create an order via your Shopify store
• Complete payment
• Once confirmed, we’ll start production and ship the sample to you.

Once an order is synced to Vivofy, it won’t update automatically if you change it in Shopify. This includes changes to the shipping address, items, or quantities etc.

To apply the changes, please delete the order in Vivofy and create a new one. This helps avoid errors during production.

If the order status is “Pending”:
You can cancel or edit the order directly from your Vivofy dashboard. You can:

• Add or remove products
• Update shipping details

*If you cancel and later wish to proceed with the order, you’ll need to create it manually.

If the order status is “Processing”:
Once the order status shows “Processing,” it means production has begun, and cancellation or edits might not be possible.
In this case, please contact our support team for assistance.

Your customer’s satisfaction is our priority. If an order arrives damaged or has a printing error, we will resolve it at no cost to you.

The process is simple:
1. Your customer contacts you and provides photo evidence.
2. You forward the details to us within the app.
3. We initiate a replacement or refund immediately, in alignment with your store’s policy.

For this process to work best, we recommend having a clear Return & Refund Policy accessible on your website.

As a print-on-demand company, all Vivofy products are made to order, which means returns and exchanges are not supported for issues like incorrect size, color selection, or change of mind.

However, if your order arrives damaged or contains a manufacturing defect, we’re happy to offer a free reprint or a full refund. Contact us within 30 days of delivery and include a clear photo showing the issue. There’s no need to return the damaged item.

If you’re unable to place an order, you’ll see a banner with the specific cause. To fix the issue:

• Follow the instructions in the notification
• If your card has expired or is no longer available, update your payment method with a valid card
• If the shipping address is missing or invalid, enter a correct and complete address
• Once the issue is resolved, click “Submit Order” to proceed with the order