Frequently Asked Questions
You’ll find all our frequent questions and answers here.
If you have any question or need help with your account/order, please Contact Us for assistance.
Are the same products offered in-store that are online?
We have numerous products on display in the showroom. With the vast quantity of furniture and lighting we carry, there will be more variety online than in-store.
Where are your products manufactured?
We source the finest artisan for every product that is produced, and this results in us working with manufacturers from Canada, United States，We ensure the quality and craftsmanship for quality control and ethical business practices as we do visits to every factory on a regular basis to confirm these standards are maintained.
Where can I submit comments or concerns?
We welcome every customers’ feedback and concerns. Please submit them to [email protected] and we will respond to you within 24-48 hours.
Do you provide assembling service?
Assembling service is only available for GTA and service fee may be charged.
Can I change the fabric or building materials of a product?
YES! We have long term cooperation with professional factories. Please contact us and show your design to get a quote. We can provide best service for you.
Can replacement parts and hardware be purchased?
Replacement parts and hardware are available for purchase for certain products. Please contact us for additional information.
What if the item is not in stock?
We consistently update our website and remove products with no stock, however in the rare case that we do not have the item in stock, your order will be refunded in full.
Are there more products I can view besides those online?
You can always visit our physical locations listed below to view more items at our showrooms. Some sale items online may not be available in-store however.
Where are your stores?
Viva Lifestyle Inc.
Address: 7500 Woodbine Ave,
Markham ON, L3R 1A8
Email: [email protected], [email protected]
When will my online order be invoiced?
Your order will be invoiced as soon as the payment transaction succeed.
Will I receive a confirmation for my order?
An order confirmation Email will be sent to your registration Email once your order has been placed.
When do I receive my order?
Once we received your order, we normally need 1-3 business days to process your order, once the shipment is ready, you will receive the tracking information for your shipment. And the shipment depends on your location, it normally takes 1-4 weeks.
How can I check the status my order?
Log in to your account to check the status of an order.
How do I correct or update information about me and my order(s)?
To change, correct, or update information about you or your order prior to shipment, please access the “My Account ” area of our website. Alternatively, contact us at [email protected].
Can I cancel my order?
If you have NOT received your order, you may cancel all or part of your order without a charge or fee by contacting us within 48 hours before your order is shipped.
If your order was shipped, we will try our best to stop the shipment, if not, please refuse your shipment when the order is delivered. Please note the shipping fee is non-returnable.
If the order was shipped by free shipping, the shipping fee will be deducted from your account.
Note: Orders containing special order items cannot be cancelled.
What kinds of payment do you accept?
We accept Visa, MasterCard and American Express. If your card has been issued outside the U.S. or Canada, please note that your order may need additional verification before it can be processed. Unfortunately, we cannot accept COD orders and all orders must be paid in full once submitted online.
When is my credit card charged?
Your card will be charged once the order is confirmed. You will receive an order confirmation email within 48 hours of your order being placed.
Shipping & Delivery
What if your delivery arrives damaged or you received the wrong product?
All products are packaged and carefully inspected to avoid any damages or mistakes before being delivered to every customer. We will provide service for any damaged or defective products. In this case, please contact us within 48 hours of delivery by [email protected], and please provide your order number, imagines of the box and product. Also keep the products in the original packaging.
Do you offer international shipping?
We currently only ship to Canada and the United States (excluding Alaska, Hawaii, U.S. territories or APO/FOP addresses).
Can my order be shipped to a PO Box?
Given the nature of our product offerings, we cannot ship to PO Boxes.
Can I pick up my order in store?
Yes! You can select “Pick up in store” option when you place your order. We will send you Email when all the items in your order are ready to pick up.
What shall I do if I miss the delivery appointment?
We can arrange another delivery shipment for you, but you will be charged for rescheduling or canceling fee. Please contact us for more details.
Returns & Exchanges
What about all other refunds or exchange?
Besides orders of damaged or defective items and back order, there are no refunds or exchanges for products.
What is your return policy?
1. Some exceptional returns and cancelled orders are subject to a 25% CANCELLATION FEE (MINIMUM $50) and must returned within 14 days of delivery or pick-up with original boxes and original receipt. Return shipping fee is paid by buyers. This is an offer to purchase subject to and governed by the laws of The Province of Ontario and The Provisions on The Reverse side hereof are part of the Agreement.
2. At the point of sale we give you the most accurate estimate of arrival of your merchandise based on information the manufacturer provides us with. Sometimes delays do occur that are beyond our control and that does not give the buyer the right to cancel.
3. All claims for repair of merchandise damage caused by our delivery service must be reported within 24 hours of delivery, otherwise, it will be deemed to be free from damage.
4. Concealed damage on merchandise damage that was “picked-up” must be reported to our company within 3 days of the date the merchandise was picked-up, otherwise, merchandise shall be deemed to be free from damage. It is the customer’s responsibility to return any damaged item(s) for repair or exchange.
5. Viva Lifestyle Inc. agrees to repair any manufacturing defects reported in the first year of delivery of the product. Defective merchandise or merchandise damaged by our delivery service will at our option be repaired or replaced; otherwise, merchandise shall not be subject to exchange or refund.
6. The product warranty applies on merchandise leaving the store in its original packaging. warehouse personnel are not responsible for loading the merchandise into your vehicle and cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise. Some exceptions may apply, check with the store sales person for details.
7. No returns or exchanges for final sale merchandise.
How is the warranty?
All products come with ONE-year manufacturer warranty. If there is an issue after this period, you may still contact us.