Shipping Policy

1. Order Processing

Orders are normally processed within 1–3 business days after payment confirmation.

Processing can include payment verification, inventory confirmation, order review, product quality check, packing, shipping-label preparation and carrier handoff.

Processing may take longer during public holidays, unusually high order volume or when additional verification is reasonably required.

2. Estimated Transit Times

These timeframes are estimates rather than guaranteed delivery dates.

3. Total Delivery Time

The order-processing period occurs before the parcel enters normal carrier transit.

4. Shipping Methods & Fees

Available shipping methods depend on destination, package size, order value, product type and current carrier coverage.

Where a shipping fee applies, the charge should be displayed during checkout before payment.

5. Tracking Information

Where tracking is available, a tracking number is provided after dispatch. Carrier systems can require approximately 1–3 business days after handoff to display the first scan.

Customers should keep their order number and tracking reference available if contacting support about delivery.

6. Shipment Records

Our order and fulfillment records may include order number, dispatch date, carrier, tracking reference and destination information. These records help us support customers and investigate shipping issues.

7. Address Accuracy

Customers are responsible for entering a complete and accurate delivery address. Before payment, review recipient name, street address, apartment or suite number, city, state/province, postal code, country and contact telephone number where needed by the carrier.

8. Address Changes

If an address error is identified, contact doublezip@126.com as soon as possible. Once a parcel enters carrier processing, an address change may not be possible.

9. Customs, Duties, VAT & Import Charges

International shipments may be subject to destination-country customs duties, VAT, import tax, brokerage or handling charges.

Unless checkout expressly states otherwise, these destination-country charges are generally the customer's responsibility.

10. Customs Information Requests

A carrier or customs authority may request legitimate recipient information or documentation before releasing a shipment. Customers should respond promptly to valid requests to avoid unnecessary delay or return of the parcel.

11. Delivery Delays

12. Lost or Unusually Delayed Packages

If tracking stops updating for an unusual period, contact us with your order number, tracking number and delivery destination. We can review available shipment information and, where appropriate, assist with a carrier investigation.

13. Tracking Shows Delivered but Package Is Missing

1. Check the delivery area and safe-drop locations.
2. Ask household members.
3. Check building reception, concierge or parcel lockers.
4. Contact the carrier using the tracking number.
5. Contact VIVACLOTHER if additional order information is required.

14. Damaged Packages

If a parcel arrives visibly damaged, retain the packaging and take photographs before discarding it.

Contact us within 7 days after delivery and provide the order number, package photographs, shipping-label image and clear photos or video of the product.

15. Failed Delivery, Refusal or Unclaimed Parcels

A shipment may be returned if delivery fails because of an incorrect address, repeated unsuccessful delivery attempts, recipient refusal, an unclaimed parcel or failure to respond to legitimate customs requirements.

Any reshipping arrangement and related costs will depend on the circumstances and applicable law.

16. Contact