Post Order Support
We know things don’t always go perfectly, and we’re here to help when they don’t. From delivery issues to product concerns, this section explains how we handle order-related problems and what you can expect from Viva.
📦 Order & Delivery Concerns
What if there's an issue with my order?
If something seems off with your order—whether it’s a missing item, shipping concern, or anything else—our team is here to help. The fastest way to re...
What if my order arrives thawed or warm?
It’s not uncommon for some thawing to occur during shipping, especially in warmer months. As long as the food still feels cool to the touch , it’s sa...
What if my dry ice is gone when the box arrives?
It’s completely normal for the dry ice to be evaporated by the time your box arrives! Our packaging is designed to keep your pet’s food at safe temper...
Can I change or cancel my order?
We get it, plans change! If your order hasn’t been prepped for shipment yet, you can make updates right from your Viva portal . Just click into the o...
💜 Support & Policies
How long does it take to hear back from support?
Our small but dedicated team works hard to respond to all inquiries as quickly as possible. Most messages receive a reply within 1-2 business day , t...
How do I get in contact with Viva customer support?
You’re in the right place! We recommend starting with our chat feature in the bottom right corner or browsing our Help Center! Both are designed t...
How do I use my store credit?
To apply your store credit, just make sure you’re logged into your Viva account. At checkout, under “Payment Method,” you’ll see the option to “Apply...
Do you offer refunds?
We handle refunds on a case-by-case basis depending on the situation. While we don’t offer refunds for things like taste preferences or improper stora...
Do you accept returns?
Due to the perishable nature of our products, we’re unable to accept returns or exchanges once an order has shipped. This helps us ensure the safety a...