Shipping, Returns & Pick-Up Policies
If you are picking up an order, please wait for us to confirm that your order is ready for you prior to picking up. Our pick-up times are during ViVi Therapy store hours and depend on when the order was made and the sequence it was received.
If you would like to pick-up from our Ladysmith or Vancouver facilities, please allow at least 48 hours notice prior to your desired pick-up time. All ordering and purchasing is done through the Victoria Store.
Victoria: When picking up larger items, like electric tables, you must bring at least 2 people to lift your table. Table weights vary but most weigh approximately 200lbs. ViVi Therapy is not responsible for loading your table onto your vehicle. We strongly recommend bringing a large vehicle such as a full box truck, large van, or large SUV to accommodate the length of your table. Dimensions are provided in the description section of the product you are ordering. We are not responsible for any injuries that occur while picking up a table. Picking up large heavy items is at your own risk so insure you have help and are strong enough to lift heavy items upwards of 200 lbs without incident.
Ladysmith: This storage facility does not have the ability to help you load your larger items into your vehicle. When picking up larger items, like electric table, ViVi Therapy requires you to bring at least 2 people to lift your table. Table weights vary but most weigh approximately 200lbs. We strongly recommend bringing a large vehicle such as a full box truck, large van, or large SUV to accommodate the length of your table.
Vancouver: When picking up in Vancouver, go to the main office and the staff will help you with your pick-up. If you are picking up an electric table, the staff is able to use a forklift to help load the table into your vehicle. You will need to have a large vehicle, such as a full box truck, large van, or large SUV. Vehicles with a hatchback will require tables to be lifted in by hand so please keep this in mind and bring 2 people for the pick-up in case this is necessary.
Delivery & Shipping:
Shipping costs will vary depending on the delivery location, as well as the weight and size of your package. ViVi Therapy will subsidize orders beyond our posted flat rate up to 5% depending on the size of your order. Orders going to the United States will have to pay the full shipping cost as well as any customs or duties associated with their order. Sale items are not eligible for subsidized shipping rates.
Shipping for large items, such as electric massage tables will vary depending on location, delivery type, and additional services required. Quotes for shipping are available prior to ordering upon request. You can purchase online and choose our flat rate electric table rate for Victoria or Vancouver and we will advise you if any extra fees will be charged for your delivery depending on your needs. Our flat rates are for *standard shipping only with curbside delivery(no inside delivery). If you require a “white glove” inside delivery please contact us to arrange.
Regarding insufficient shipping payments, ViVi Therapy reserves the right to recoup shipping costs when excess shipping has been advised to the client and the order has been processed. We reserve the right to charge up to 10.00 additional shipping on any order that has been processed with our smart packaging technology incorrectly at check out ( occasionally the algorithm uses the wrong size box or weight especially for mixed item orders).
You can also call us on 250 298 4484 to inquire about low rates for Lower Mainland Vancouver deliveries from our Vancouver warehouse and we will refund shipping costs if too much shipping has been charged at check out. Call to advise if you want your purchase but are looking to reduce the offered shipping rates in Greater Vancouver and we will do our best to accommodate.
*Please note that our standard delivery for electric massage tables is curbside only. Meaning you will be responsible for getting the table from the street curb to your building. If inside delivery is desired please let us know. Additional services such as, inside delivery or after-hours delivery, that occur at the time of delivery will be charged in addition to your original quote at the discretion of ViVi Therapy. Returns of tables and equipment must have a preauthorization and are at the expense of the purchaser. All returns must be arranged within 7 days of receiving the order.
Failed Cart and Payment Issues:
If you are having trouble processing your online order it may not be your card. We have fairly tight parameters on how the input of your billing info must match to the information linked to your card. Feel free to try again and be sure to have the correct address, postal code, and CVV number to match the card you are using.
We do accept debit Visa & debit Mastercard at this time and we can process your order over the phone if you want to give us a call during our store hours (PST). If we are not available please leave your name and contact information so that we can get back to you.
If you are seeking a payment plan on purchases over 1500.00 please contact ViVi Therapy Shop 250 298 4484 or email
Please see our rental policy
COVID-19 Return Policy: During this time we are not accepting any returns to our Vancouver or Ladysmith locations. Any returns must be returned to ViVi Therapy’s Victoria store for inspection and proper sanitizing.
Returned items must be unused, undamaged, unmarked, and in their original condition and packaging to be accepted. Personal items, such as: oils, linens, heating pads and disposable items, will not be accepted for return.
Returns must be arranged within 7 days of receiving and returned within 14 days of original order date. Any returns received after 14 days or without authorization will not be accepted.
Returns are for exchange or credit for the full amount, otherwise a 3% transaction fee and a 10% restocking fee will apply on all refunds at our discretion. All associated shipping costs will be at the sender’s expense. Any shipping subsidies will not be included in the return.
If you wish to cancel your order, you must do so within 2 hours of placing your order. If you cancel your order after it has been shipped it will be treated as a return. Return shipping and restocking fees will apply.
Cancellation Policy for Workshops:
A $65.00 Administration fee will be applied to all cancellations. A credit for a future course can be issued in certain circumstances, including COVID-19 related illness where the individual has initiated being tested.
- Cancellations 4 weeks prior to the scheduled course will apply for a 25% fee
- Cancellations 2 weeks prior to the scheduled course will apply for a 50% fee
- Cancellations 1 week prior to the scheduled course will apply for a 75% fee
- Cancellations less than 1 week prior to the scheduled course will apply for a 100% fee
*Please note that currently our courses are smaller than usual and we attempt to fill any cancelled spots with waitlisted individuals. If a cancelled position is filled then a credit or appropriate refund will be given.
At this time we ask that face masks be worn in all common spaces at the ViVi Therapy Clinic. If you would like to take off your mask during your treatment, please ask your therapist prior to beginning your treatment. It is up to your therapist’s discretion if they are comfortable to treat you without wearing a mask for the duration of your treatment.
Our therapists have the right to refuse treatment to anyone whom does not comply with health and safety protocols from the BC Government Health Authority or the rules set forward by their governing body.
Additional time is scheduled between appointments for increased cleaning protocols during COVID-19. Commonly touched surfaces are cleaned on a regular basis.
ViVi Therapy considers the safety and wellbeing of our staff and clients as a top priority. We are updating our protocols and considering best practices when moving forward with re-opening announcements by BC Health Authority.
At this time we ask all visitors to our Victoria store to social distance and or wear a mask in all common spaces. As we are a clinic, as well as a store, we would appreciate your understanding in trying to keep our clients and visitors safe.
If you are picking up an order from our Ladysmith or Vancouver facilities, we ask that ViVi Therapy customers comply with all rules and guidelines set out by our second party warehouse/ storage facilities.