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FAQs

To enhance your experience and achieve consistency using your pleasure device, consider the following tips:

  • Adjust the Settings: Experiment with different intensity levels to find the setting that feels right for you.
  • Positioning Matters: Making slight adjustments to the angle of the device can significantly improve its effectiveness.
  • Use a Water-Based Lubricant: Adding a lubricant can not only enhance comfort but also increase sensation, leading to a more pleasurable experience.

Exploring these adjustments can help you find the most comfortable and satisfying setup for your needs.

For more tips please watch this video


Shipping

Once an order is placed, you have 30 minutes to make changes to your shipping address or contact information.

You can do this by clicking the blue 'EDIT ORDER' button on your confirmation email sent to you immediately after you purchased or on the checkout 'thank you' page.


Delivery times vary depending on the destination and the shipping method selected.

• Standard Delivery: Typically arrives within [10 - 13] business days.

• Express Delivery: Typically arrives within [6-10] business days.

Please note that due to some carriers not allowing adult toys, we are very restricted with which lines we can use. 

99% of the time its only one or 2 days delayed so please be patient before getting worried about your order. You have been sent LIVE tracking.

Sometimes the tracking will say awaiting item for 4 days before updating, again this is normal. Please be patient the live tracking will update and then it will be at your door step and worth every second! 

"Savvy-viva.com". This policy is designed to ensure that you are clearly aware of our shipping policies and procedures. By ordering from this store you accept the policies contained herein.


HANDLING ,  TRANSIT TIME & ORDER CUT-OFF TIME:
 
Handling time is (1-2) Business Days (Monday to Friday)

Transit time is (10-15) Business Days (Monday to Friday)

Order cut-off time will be 5:00 PM (GMT+10:00) 

Delivery Terms:
We use USPS/ UPA, DHL, and OSM to deliver the product.

SHIPPING COST 
Free shipping of all orders 

CHANGE OF ADDRESS
We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 0.5 hours of placing your order at 

[email protected]



ORDER TRACKING SYSTEM
When we will start your transfer, you'll get a chasing number with your order with which you can learn about your order post position until you get your order in your hands.

WRONG ADDRESS
Remember, if you give us the wrong address and you are not there, the product will be stored in our store again. You will have to bear the full shipping cost for giving the wrong address.

Cancellations

If you change your mind before you receive your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

Tax
We do not charge any kind of tax.

Customer support: 9am - 5pm Mon - Fri (Central US Time)


Email: 

[email protected]


Address: 

Viva Products

Zhejiang Province Ningbo City Yinzhou District Meixu Street Xinmei Road 502 Ningbo Tuobang Intelligent Control Co., Ltd. Warehouse 4th Floor No. 3 Unloading Platform No. 7 Elevator


Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.


Click on the tracking number link or enter the tracking number into our tracking page.


Tracking information may not be immediately available after your order is placed. It can take up to 4 days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please call the shipping company directly in most cases they may still have the item onboard in the van.

We offer fast and free shipping for all orders.

All deliveries come in a plain unmarked box.

The statement on your bank card will read ' VIVA' 

We ship to following countries:

CANADA

UNITED STATES

UNITED KINGDOM

AUSTRALIA 

IRELAND

NEW ZEALAND

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to [4 days] for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

[4 days] after placing your order, you can click the tracking number link in the email..

Product

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

We’re sorry your item(s) have damage!

Some items break during shipment. We’ll do our best to help.

Please email our team with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Lost packages

At VIVA, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.


Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within [2 hours] of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

You will receive your code to your email or sms (please check spam) 

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

If you have not received your code please try entering your email address again :) 

You can find your USB charging cable inside the pink pouch with your new device.

Please note, if you purchased a bundle or multiple products you must connect the correct USB charging cable to the same device it came from.


How do you know the it's charged ?

The light will first come on to indicate the device is charging.

Please allow up to 4 hours for the unit to complete a full charge. 

Once its completed the light will start to slowly blink indicating a full charge.


Mine is not charging

If the charger is disconnecting you should try using the cord that came with the device inside the pink pouch, if you bought multiple products they may look the same but they will repel each other. 


I LOST MY CHARGER

If you have lost yours and would like a replacement please grab a new one here https://savvy-viva.com/products/charger


Using new air pulse technology the Sona creates perfect waves onto your body that will make you reach total satisfaction within minutes. 

Most women report squirting sensations so please use a towel.

Here is a popular youtube video explaining in more detail: 

Oh no, it sounds like your trusty sidekick decided to take a little nap! Not to worry, let's try a quick wake-up call together. Most of the time, it’s just a case of the middle button feeling a bit underappreciated. Here’s a little trick: press and hold that middle button down and give it a slow count to five—think of it as giving your device a little pep talk.

Once you’ve counted to five, if your device blinks awake (hurray!), you can then play around with the settings. For a whirlwind of pleasure, tap the top button to adjust the suction levels or the bottom button to find that perfect vibration pattern that dances to your own rhythm.

If your device still feels stubborn and refuses to buzz to life, it might just need a bit more TLC. Double-check that the charger is connected properly and giving it the juice it needs. Sometimes it’s the simple things!

Still no luck? Don’t worry, my dear. Our dedicated VIVA support team is here to help you every step of the way. Reach out to us, and we’ll make sure you’re back to enjoying your time in no time!

Remember, every problem has a solution, and there’s nothing a little love, patience, and a good button-pressing technique can’t fix!

We accept all visa/mastercards from debit or credit cards around the globe.

Paypal

Afterpay 

Amex

And also SHOP pay.

The description will show up as VIVA on your statement :) 

The Sona is the latest technology from its predecessor Senna. 

The Senna was a hit in 2020 to 2024 this year we embark on the Sona.

Stronger, lighter and more quiet motors allow for ease of use. 

Please be wary of counterfeits on the market pretending to be VIVA.

Warm soapy water is fine to wash the products with and pat dry.

If you want to be extra cautious please choose some toy clean spray.

https://savvy-viva.com/products/clean-spray

Yes all viva products are waterproof up to 0.5m so you can wash them and enjoy them in the bath as well. 

Make sure to always give them a proper dry and blowout at the end :) 

If you encounter any issues with your order or product, such as not receiving an order confirmation, problems with the product not working, or discrepancies in the tracking information, please leave us your email address. We will ensure that a member of our support team connects with you to address your concerns and provide further assistance promptly.

We completely understand that trying new things can be intimidating, particularly those not commonly discussed. To ensure you are comfortable and informed, we provide a wealth of resources to support your experience. Our offerings include detailed step-by-step guides and instructional videos that cover everything you'll need to get started. These resources are designed to walk you through the processes involved, offering clear and easy-to-follow guidance.


Please watch the video guide here:



 Additionally, should you require further assistance or more personalized advice, our customer care team is always ready to help. Feel free to explore our tutorial content and reach out for any specific guidance you might need.

Returns

Our return policy allows returns for unopened products purchased in the last 100 days.

If you'd like to proceed with a return, please email us [email protected].

Once your request is approved, you will receive a prepaid return label via email. All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return.

Please note that discounted items are not eligible for return.

You can expect your refund to be processed within [10] business days or fewer after our returns department receives the return.

We have a  100-day return policy, which means you have 100 days after receiving your item to request a return. 

If you feel that the product does not satisfy you can email or text us for a full refund.

You will need the receipt or proof of purchase. 

To start a return, you can contact us at [email protected] Please note that we do not accept returns from people who have simply changed their mind.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Eligibility for returns is strictly limited to merchandise purchased at the full retail price. Items acquired during sales events, promotional periods, discounts, or special offers are expressly excluded from the return policy and are not eligible for return or refund under any circumstances

You can always contact us for any return question at 

[email protected]

Countries

Viva Products

Zhejiang Province Ningbo City Yinzhou District Meixu Street Xinmei Road 502 Ningbo Tuobang Intelligent Control Co., Ltd. Warehouse 4th Floor No. 3 Unloading Platform No. 7 Elevator


E: [email protected]

Policy url
https://savvy-viva.com/policies/refund-policy

Returns
Accept returns for both defective and non-defective products

Exchanges
Accept exchanges

Product condition
New only

Window
100 days

Method
In store, By mail

Return label
Download and print, Free

Restocking fees
No cost

Refund processing time
15 days

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at 

[email protected]

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 


Email: [email protected]



Yes, we offer refunds and exchanges within [100 ] days of purchase. To be eligible for a refund or exchange, items must be returned in their original condition, unopened.

 Please note that sale items are not eligible.


For returns or exchanges, please contact our customer support at [email protected]. Refunds will be processed to the original payment method within [10] days of receiving the returned item.



You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.


Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow [10-12] business days for the refund to reflect in your account.

Orders can be canceled within [0.5 hours].

Please email our team with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

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