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FAQ

 Hey Viv FAQ 

Account and Password Questions

1a -  Do I need to set up an account in the checkout or can I checkout as a guest?  Why do you need my email address and phone number?

1b - Why should I set up a password?

 

Contacting Customer Service

2a - How do I reach a real live person?

2b - I would like to place my order over the phone.

 

Discounts

3 -  Do you offer discounts?

 

Making Changes to Orders

4 - How do I change my order once it's been placed?

 

Payment and Purchase Order Information

5a - What forms of payment do you accept?

5b - I'm having trouble using my credit card or paypal. Have you received my payment?

5c - Do you accept Purchase Orders ?

 

Privacy and Security

6 - Privacy and Security Policy

 

Questions about Hey Viv ! Products

7a - Do you make custom orders?

7b - How do I know if an item is in stock?

7c - I want to buy something but it says this item not available or the color I want is not showing up in the drop down list as a choice.

7d - Do you have a catalog you can send out?

 

Returns and Exchanges 

8 - What is the return policy?

 

Shipping - how we ship, cost and how long it takes

 

9a - What are the shipping charges?

9b - How quickly will my order get shipped and when will I receive it?

9c - I need this as a Rush Order. Can I let you know special shipping instructions or how quickly I need it?

9d - Can I get my order sent Overnight?

9e - Once my order is shipped how do I know when I'll get it?

9f - Do you do Back Orders ? 

 

Shipping International 

10a - Do you ship Internationally? What are the shipping charges?

 

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Answers to FAQ Topics

 

Account and Password Questions 

1a. Do I need to set up an account in the checkout?    When you are going through the checkout to finish your purchase the site asks for information needed to process your order.  We ask for your email address so we can send you an email with order and shipping confirmation.  We ask for your phone number so that we can notify you if there is a delay or question with your order.  We do not sell or share your personal information.  It will only be used to fulfill your order.   For more information see our privacy policy. You can also go through the checkout as a guest without setting up a password.

1b. Why do I need a password?   We ask you to choose a password so that you will have a unique account at Hey Viv ! Once you have entered your email address and a password the checkout will store your shipping address for future orders to make reordering quick and easy. Your password will also allow you to log into the site and check on the status of your order.

If you forget your password, go to www.heyviv.com and click on "Open Account" on the top toolbar, then on the green "Sign In" button. There you'll see "Forgot your password?  Follow the directions and your password will be sent to your email.

 

Contacting Customer Service

 

2a. How do I reach a real live person?  Call 718-273-4553 (Mon to Fri 9-5 EST)  to speak to customer service.

 

2b. I would like to place my order over the phone.  The fastest way to place your order is at our online store at www.HeyViv.com. The online store has a secure checkout that will process your payment and will process all your shipping information.

If you would like to call in your order please call customer service at 1-718-273-4553  (Mon to Fri 9-5 EST)

 

Discounts

3.  Do you offer discounts?   We occasionally run sales, offer discounts or free shipping.  Please read our Special Offer  policy.

 

Making Changes to Orders

4. How do I change my order once it's been placed?  We will do our best to help you.  Please email or call as soon as possible.   Be sure to include your order number or last name so we can look it up and get back to you quickly.  Here's the email address customerservice@heyviv.com or call 1-718-273-4553 (Mon to Fri 9-5 EST)

 

Payment and Purchase Order Information

5a. What forms of payment do you accept?     Credit Cards (Visa, MasterCard, American Express, Discover) are accepted through our secure online checkout.  We also offer Amazon and Apple checkout.

5b.   I'm having trouble using my credit card or paypal. Have you received my payment?   If you experience any difficulty in the checkout - Please email customerservice@heyviv.com or call 1-718-273-4553 (Mon thru Fri 9-5 EST) We'll be glad to help.

 

5c. Do you accept Purchase Orders ?   Please contact us directly about Purchase Orders

 

Privacy and Security

6.     Click here to read our privacy and security policy.

 

Questions about Hey Viv ! Products

7a. Do you make custom orders?  We are not able to fill special orders for particular colors or sizes other than what is listed as available in the store.Please check the Hey Viv ! online store for more description, pictures and availability

 

7b.  How do I know if an item is in stock?  The listing for each item will show you if any items, sizes, or colors are out of stock. We update the store inventory daily. If you don't see a color or item, email us and we'll check on the status or find out when we are expecting more.

 

7c.  I want to buy something but it says this item not available    When we are out of stock on an item and it will be more than a day for new stock to come in we remove that item from the storefront. We ship orders complete and don't do back orders. So if you're looking at the scarves and you don't see pink listed as a choice it means that we have run out of pink scarves and are waiting for more to come in.

 

7d.   Do you have a catalog you can send out?   I'm sorry, we don't have a print catalog.   

Returns and Exchanges 

 

8. Yes, we take returns and exchanges within 30 days of the date of delivery. Please check Return and Exchange

 

Shipping - how we ship, cost and how long it takes

 

9a.What are the shipping charges?   USPS Shipping charges are calculated once you have gone through the checkout and entered your shipping address and before you pay. 

International orders including APO addresses are shipped through the US Postal service and information can be found in International Orders

 

9b. How quickly will my order get shipped and when will I receive it?    We ship daily by USPS Monday through Friday from Staten Island, New York 10301.

  • Items on HeyViv.com  are in stock and ready for shipment. Most orders are shipped within 24 to 48 hours (Monday through Friday) once they have been processed and payment has been received.

After your package is shipped here's how long delivery generally takes.  Keep in mind that shipping times are given in terms of business days. Saturday and Sunday are not counted.

  • USPS First Class/Ground Advantage takes 2 to 5 business days
  • USPS Priority takes from 2 to 3 business days
  • USPS Express takes 2 business days

We send an email with shipping confirmation and tracking number. 

If you need your order by a certain time or date, please leave a note in the checkout or email. We do our best to get your order filled quickly but remember we can't bend the laws of time and space. Please keep in mind the time it takes to process your order and transit time for USPS.  It helps us to know when you need a Rush Order to arrive.

 Please email viv@heyviv.com or call our shipping department at 1-718-273-4553 and we'll do our best to expedite.

 

9c. I need this as a Rush Order. Can I let you know special shipping instructions or how quickly I need it?   At the checkout there will be a place to enter special shipping instructions or information. Also, please feel free to email and let us know if you have any questions or concerns. customerservice@heyviv.com or call our toll free number 1-718-273-4553.

 

9d. Can I get my order sent Overnight?    In the checkout, once you've filled in your shipping information you'll be given a choice of USPS Ground Advantage, Priority, and Express.   You'll see the charges for each and can choose the shipping method you prefer. USPS Express is 2 day delivery because the Post Office needs 1 day for processing. 

If you need something for a show or by a certain date, please allow sufficient time for processing your order and shipping. Email shipping questions to customerservice@heyviv.com

 

9e. Once my order is shipped how do I know when I'll get it?   We send an email with shipping confirmation and a tracking number once your order has been shipped.

 

9f.  Do you do Back Orders ?  We do not do backorders.  Most items shown in the online store are in stock and ready to ship. If an item is out of stock you will not ab able to add it to your shopping cart. 

 

Shipping International

10a. Shipping International   

  • International Orders are shipped via US Postal Service 
  • Shipping and Delivery Time: We ship most international orders within 24 hours of receiving payment Monday through Friday. Average delivery time is 4-10 days after the package is shipped. Keep in mind that Customs can delay packages. We can not guarantee delivery time.
  • Notification: An email confirming shipping will be sent to the email address on the order.
  • Insurance: International orders are shipped insured. Please contact us if you don't receive your order.
  • Custom Fees: Please keep in mind that there may be customs charges and taxes due on your package. Customer is responsible for any customs fees, charges and taxes.
  • Tracking & Delivery: Packages can be tracked at usps.com We will assist in tracking and following through on any packages that are lost or damaged.