9:00 - 17:00 PST Monday - Friday
- Item LostIn Transit
- Received theWrong Item
We want you to feel like every item is the perfect match for your growing. If you don't feel that it's right one, we'll help you get it sorted.
Return services may be delayed as a result of COVID-19 safety measures.
You can return most items for a refund within 30 days of delivery. Return shipping costs may apply, and the item must be in its original condition and packaging to be accepted. We do not apply restock fees on your return.
There are a few items that can't be returned:
Items you have already assembled
Items marked “Non-Returnable” on the sale page
Unfortunately, we cannot refund outbound shipping charges. This includes:
The Standard $6 shipping charge for orders under $59
Upgraded shipping charges (for expedited, express, etc. shipping)
However, if your item arrives to you damaged or defective, these exceptions do not apply. In those cases, we'll take care of it and work with you to find the best solution.
Please contact us to start a return process, any return without e-mail contact will not be acceptable.
The Return Address as follow:
VIVOSUN Return Center
2775 E Philadelphia St,
Ontario CA 91761
All refunds will be credited in your original form of payment. Any associated return shipping costs will be deducted from the refund amount. More details can be found in "Refunds".
Before installing or assembling any products, please double-check the following when it arrives:
1) Scan the box for damage.
2) Make sure the product name and model number match your order confirmation.
3) Remove the packaging and inspect the appliance.
If you receive the wrong item or it arrives damaged, don't accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.
Can't Find Your Package?
We are so sorry for the inconvenience. Due to the disruptions caused by COVID-19, there is a higher risk of lost items these days. We understand missing packages can be stressful, but not to worry! Most items turn up for our customers within a couple extra days.
Here are some things you could try to help find you package:
1) Check that your shipping address is correct.
Let's make sure we shipped to the right place. Current shipping addresses are listed under “My Orders” page.
2) Check around your home or building, or with neighbors.
Boxes may have been left at backdoors, hidden behind bushes, or at the address next door.
3) Give it a couple more days
Sometimes carriers incorrectly scan packages that are still in transit. That means your package could be marked as “Delivered” even though it’s still on its way to you. We completely understand the frustration this can cause, but your package is likely to show up within six days of a false scan.
4) Check your mailbox or anywhere else you receive mail.
Carriers deliver differently, especially if the package is small enough to fit inside your mailbox.
5) Check for a notice of attempted delivery.
This notice will tell you the steps you should take to receive your package.
Contact the Carrier
Use your tracking number to start a claim with the carrier (FedEx, UPS, USPS,etc.).
To contact FedEx, call 1-800-463-3339 or visit www.fedex.com/en-us/home.html
For UPS, submit a claim or call 1-866-742-5877 or visit https://www.ups.com/
For USPS, call 1-800-275-8777 or visit https://www.usps.com/
Tried everything, and still no luck? We'll fix it! Just email us, and tell us what you have tried. We will try our best to help you resolve the issue. Leave us a message on Contact Us page, or email us at email@example.com, or call us on 888-505-8486.
Most orders at VIVOSUN ship for free! Here's how it works:
A flat shipping rate of $6.00 applies for orders under $59.
Orders over $59 qualify for FREE shipping
If your order does not qualify for free shipping, any associated shipping costs will be listed in “Cart,” alongside the pricing details, and during checkout.
Aside from any shipping costs, your order may be subject to sales taxes. We are required to charge these based on specific state and local tax rates.
Is your new grow tent missing a pole or corner? Let's get your assembly back on track!
We'll send you replacement parts for free as soon as possible.
To get started:
1) Send us an email at firstname.lastname@example.org with you order number, and the missing number that you are missing
2) Confirm your Shipping address and phone number
3) We will send you the requeseted missing part as soon as possible
Be sure to complete this process within 30 days of the delivery date. We're sorry for the inconvenience.
If a replacement part doesn't solve the problem, you can request a refund or replacement.
If we’ve sent you something you didn’t order, we want to get the correct item to you as fast as possible.
To get started:
1) Email us at email@example.com with your order number
2)Send us the pictures of the wrong product you received, include all labels that stick on the shipping box
3) Pick your preferred solution (refund or replacement)
4) We'll provide return instructions
Be sure to complete this process within 30 days of the delivery date.
What are my refund options?
You can receive a refund to your original payment method, minus return shipping costs (if they apply) as per our "Return Policy".
We do not price match
When will I receive my refund?
For credit card refunds, we'll begin issuing your refund once we've received notification that you have returned your item(s). Most banks will process the refund within 3-5 business days.