FAQ

Orders

Q1: How do I place an order?
A: Simply browse our collection, select your preferred floral arrangement, and click "Add to Cart." Proceed to checkout, enter your shipping and payment details, and confirm your order. You will receive an order confirmation email shortly.

Q2: Can I cancel or modify my order?
A: Yes, you may cancel your order within 2 hours of placing it. Contact us immediately at +1 (205) 587-2558 or info@vivopetal.com. After 2 hours, we may have already begun processing your order and may not be able to cancel it.

Q3: When will my payment be charged?
A: Your payment method is charged at the time you place your order.

Q4: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, and Diners Club through Shopify Payments.

Q5: Do you charge sales tax?
A: Sales tax is calculated and displayed at checkout where required by applicable state and local laws. Alabama State sales tax applies to orders shipped to Alabama addresses.

Shipping

Q6: Where do you ship?
A: We ship to all 50 United States and Washington, D.C. We do not ship to P.O. Boxes, APO, FPO, DPO, or U.S. territories.

Q7: How much does shipping cost?
A: Standard shipping for the original order is free — $0.00. No minimum purchase is required.

Q8: How long does shipping take?
A: Estimated delivery time is 4–7 business days, calculated from the business day on which order processing begins. Orders placed after 6:00 PM Central Time, on weekends, or on U.S. federal holidays begin processing on the next business day.

Q9: What is the order cutoff time?
A: Orders placed by 6:00 PM Central Time begin processing on the same business day. Orders placed after 6:00 PM Central Time, on weekends, or on U.S. federal holidays begin processing on the next business day. Beginning processing does not mean that the order will ship on the same day.

Q10: Which carriers do you use?
A: We ship via USPS, UPS, and FedEx. A tracking number will be provided once your order ships.

Q11: What if my package is lost?
A: If your package has not been delivered within 15 business days from the shipping date, contact us. We will offer a replacement or a full refund.

Q12: What about extreme weather delays?
A: While extreme weather may cause delivery delays, we remain committed to fulfilling your order and processing refunds in accordance with our policies.

Returns

Q13: What is your return policy?
A: Returns are accepted for both defective and non-defective products, including change-of-mind returns. You may request a return within 30 calendar days after delivery. Products that have been opened solely for reasonable inspection or arrangement may be returned if they remain in like-new condition. Return shipping is free and we charge no restocking fees.

Q14: How do I start a return?
A: Contact us at +1 (205) 587-2558 or info@vivopetal.com. We will email you a prepaid return shipping label. Pack your item securely and drop it off at the designated carrier.

Q15: How long does it take to get a refund?
A: Once your return arrives at our facility, we process refunds within 2 business days. Your bank may take an additional 5–10 business days to reflect the refund.

Q16: Do I pay return shipping?
A: No. Return shipping is free — $0.00.

Q17: Are there any restocking fees?
A: No. We do not charge restocking fees for eligible returns.

Q18: What if my floral arrangement arrives damaged?
A: If your arrangement is damaged upon arrival, contact us within 7 business days so we can resolve the issue faster. Reporting damage within 7 business days does not limit your 30-calendar-day return rights. We will arrange a replacement at no cost or provide a full refund, depending on your preference.

Q19: What items are excluded from returns?
A: Items damaged due to misuse, improper handling, disassembly, or modification beyond reasonable testing are not eligible for return.

Q20: Do you offer exchanges?
A: We do not offer direct exchanges for non-defective items. If you would like a different product, please return the eligible item for a refund and place a new order. Damaged or defective items may be replaced at no cost, subject to product availability.

Customer Service

Q21: How do I contact customer service?
A: You can reach us by phone at +1 (205) 587-2558 or by email at info@vivopetal.com. Our hours are Monday–Friday, 9AM–5PM (CT).

Q22: How quickly will I receive a response?
A: We respond to all inquiries within 1 business day.

Q23: Do you have a physical store?
A: No, VivoPetal is an online-only retailer. Our administrative headquarters is located in Calera, Alabama.

Q24: What is your Privacy Policy?
A: We take your privacy seriously. Our Privacy Policy details how we collect, use, and protect your data, and includes your rights under CCPA. View it on our website.

Q25: Can I opt out of marketing communications?
A: Yes. Every marketing email includes an "unsubscribe" link. You may also contact us to request removal from any marketing lists.

Q26: How can I opt out of the sale or sharing of my personal information?
A: California residents may opt out by visiting our "Do Not Sell or Share My Personal Information" page, emailing info@vivopetal.com with the subject line "Privacy Opt-Out Request," or calling +1 (205) 587-2558. You do not need to create an account to submit an opt-out request.

Still have questions?
We are here to help. Contact us at +1 (205) 587-2558 or info@vivopetal.com.