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Last updated: February 27, 2015

We proudly offer free shipping for any online purchase within Canada and any online purchase of 10 or more cartons in a single purchase within the United States. For purchase less than 10 cartons within the United States, we will charge shipping for US$12 per carton with maximum charge up to US$108 for 9 cartons. This offer does not apply to international or Business Direct orders.
We only deliver to customers within Canada and USA via this website. But if you live outside of Canada and USA, we would be happy to help you offline. Please contact us directly.
Delivery within the continental United States and Canada typically arrive within 3-7 business days. For orders not shipping to the continental US and Canada which includes destinations such as Hawaii, Alaska and the Caribbean, please expect longer delivery time will be required. Please remember to take into account federal holidays, inclement weather, and other factors beyond our control that may affect the arrival of your order.
However, we will not guarantee the delivery date of any order. All orders placed on this site are subject to product availability and will be shipped according to our shipping policies.

Viva-glassware.com currently ships to any street address within Canada and the United States. Orders cannot be delivered to PO Boxes. Some rural and/or military sites may not be accessible to our shippers. In these cases, we will attempt to notify you and help arrange for you to pick up the order at the shipper's main terminal.
Each order may only have one "ship to" address. If you require multiple "ship to" addresses, please order separately for each address.
For orders not shipping to the continental US and Canada which includes destinations such as Hawaii, Alaska and the Caribbean, there are occasional unforeseen additional charges that may apply. If additional charges apply to your order you will be contacted by a customer service representative before your order is processed.

Viva-glassware.com normally uses Canada Post/DHL/UPS for our deliveries. If you expect the messenger to have trouble finding your address, you can add more helpful information in the comments section of the order.
We ships orders to both commercial addresses and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. Residential addresses include homes, apartments, condominiums, and other dwellings designated by the carrier as a residential address. Deliveries to residential addresses may incur additional fees. Businesses operated from a house, apartment, or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees. You will be contacted by a customer service representative if fee applies.
Some oversized or heavy items requiring special handling may be placed on a wooden pallet and shipped via common carrier (truck freight). Common carrier shipments are delivered curbside, that is, at the end of the driveway or along the street curb. Commercial addresses with loading docks will have the delivery made at the dock. Common carrier shipments require a signature at the time of delivery.
IMPORTANT: We reserve the right to select the shipping method on all free shipments. Orders weighing over 150 lbs may be shipped via common carrier to your address. You will need to be sure that you have sufficient and proper equipment and personnel to unload products delivered via common carrier, as their drivers are not required to provide assistance in unloading your order. If you require methods and/or services not specified above, including but not limited to inside delivery, liftgate delivery, set-up & assembly, upstairs/high-rise delivery, delivery notification, residential delivery, or date specific delivery, you must contact us for a price quote on the desired additional service(s). The charges for these additional services will be in addition to any shipping charges.
Your credit card will not be billed without your approval. If we determine that additional charges are necessary (for example, residential delivery) that you have not approved, your order will not ship and we will attempt to contact you using the email address and phone number you provided with the order.
In cases where orders are held at the terminal by the shipper, Viva-glassware.com will make every effort to contact you to inform you of the situation and help arrange for you to pick up the order. Orders may be held for reasons including but not limited to inaccessible destination address, incorrect/insufficient contact/address information, etc. You will be responsible for any storage costs, redelivery charges or other fees that may result from holding the order at the terminal.

We will attempt to ship all orders complete in single shipment without the need of split shipment. Generally, we will attempt to notify you using the email address or phone number you provided when the order was placed. On rare occasions there may be an item on backorder or still in-transit to our warehouse from the manufacturing location. We will attempt to contact you by phone to explain the situation and offer solutions.

While every effort is made in packing and correctly filling your order, occasions will arise where a package is lost or damaged in transit. To insure your order is received complete and undamaged, we recommend the following order check-in procedure:
Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves. For packages left at your doorstep, inspect the exterior of the carton(s) and note any large dents or tears on your packing slip (invoice).
Verify the number of packages delivered with the packing slip provided by us.
Unpack your order immediately and inspect for hidden or concealed damage, even if you don't plan on using the item right away.
Should any damage be discovered, retain the shipping carton and any packing materials, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 5 days of delivery.
We are not responsible for damaged items accepted and signed for at the time of delivery. Viva-glassware.com will arrange for return shipping to our distribution center for an item that was sent to you in error, received defective, or damaged in shipping (assuming the criteria for the order check-in procedure outlined above has been reasonably met).

If you need to cancel an order, please contact us during our normal business hours as soon as possible, preferably by phone for fastest action. If the order has not shipped, we will stop the order and cancel or refund any charges we have posted for the order.
You will be responsible for round trip shipping costs on any order that has been shipped prior to cancellation that is refused at time of delivery, or is shipped in good faith but returned to us due to incorrect or incomplete shipping information.
If you need to return an item to us, please read our Returns Policy for more information.