Contact Us Toll Free
Toll Free 1-888-782-2252
Please see our contact information page for detailed contact information.
For product addition requests, information requests, or to report a problem/bug/feedback please use our customer feedback form or please feel free to call or email.
Satisfaction Guarantee
We offer a 30 day money back satisfaction guarantee (a 10% restocking fee may apply). Detailed information can be found on our satisfaction guarantee page. The restocking fee is waived for orders canceled prior to shipping. Since we typically ship within 2 business days or less; please cancel promptly to avoid non-refundable shipping or restocking fees. Note that a 2-3% finance fee may apply to orders over $75 even if canceled prior to shipment - this covers non refundable credit card transaction fees (not applicable to payments made via PayPal). If you have any questions please don't hesitate to call.
FDA & Medical Disclaimer
The products and any claims made about specific products on or through this site have not been evaluated by Luxe Vivant or the United States Food and Drug Administration and are not approved to diagnose, treat, cure or prevent disease. The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your physician or other health care professional or any information contained on or in any product label or packaging. You should not use the information on this site for the diagnosis or treatment of any health problem or any other treatment. You should consult with a healthcare professional before starting any diet, exercise or other health, lifestyle, or other program, or if you have or suspect you might have a health problem. All information provided "AS IS" and without warranty as to medical accuracy or efficacy. User assumes the entire risk as to the results and performance obtained by using or misusing this information or any product provided on or through this web site, any affiliates, or other means.
Shipping and Handling
We currently support UPS, FEDEX, and U.S.P.S. for shipping. International shipments can choose FEDEX, UPS or USPS International (carrier may apply restrictions depending on location). Shipping quotes include insurance charges where applicable. Orders over $250 may be shipped signiture required with no additional fee added for this service.
DO NOT ENTER AN ALTERNATE ADDRESS INTO THE NOTES FIELD DURING CHECKOUT
We do not support shipping to alternate addresses in order to help minimize potential fraud that online retailers are typically exposed to. Also note that address information entered into the notes field is not used to generate the shipping quote during checkout. Should this occur the shipping quote will be incorrect and this will delay your order processing!
TIP: If you need to regularly ship to an alternate address; please call the toll free number on the back of your card and authorize the alternate address. You may then enter this address into the billing address field and our system will process your order normally (please allow appropriate time for your bank to update it's database). If you register an alternate address and it still can not be processed; please contact your bank we are unable to help with address additions due to the sensitivity of the data and security requirements.
Shipping Disclaimer: We strive to offer excellent service and flexible shipping services but we can not accept responsibility for shipping carrier mistakes such as damage or mis-delivery; nor can we be responsible if the shipping service does not settle an insurance claim to your satisfaction. If you experience a shipping issue, we will help you to help settle the claim; but we can not be held responsible for errors on the part of the carrier since they are a third party with differing policies and their operation and quality of service is generally out of our control. We are also not responsible for carrier delivery estimates or "time critical" delivery needs since we can not guarantee carrier estimates. If you have a time critical delivery need - we do not guarantee carrier delivery estimates and will not accept returns due to "late arrival" for any reason. All carriers are seperate and distinct companies from ours and their operation and quality is unfortunately out of our control - we purchace their service on your behaf. Therefore, we can not be held responsible for shipping problems should they occur. If you have shipping questions or need help with a shipping complaint, etc. we will help you with the claim and help find a resolution as possible.
We provide FREE ground shipping to locations within the continental United States for orders over 125$. Residents of Alaska and Hawaii are not eligible for Air Freight Shipping and will need to choose to ship UPS Air, FEDEX Air, or USPS Priority delivery. We support a variety of shipping options available for your convenience. We do not add Handling Fees but quotes include insurance fees as applicable. Carrier costs are calculated in real time; using electronic real-time systems provided by supported carriers and fed to our system at the time of checkout. Note that our shipping prices include insurance costs, and other additional fees depending on carrier, payment method, and other requirements (i.e. international or signiture required). Therefore our costs may not match estimates available on internet shipping sites. Product value, box size, carrier, signature confirmation, electronic confirmation fees, business or residential fees; and other fees added by carriers in addition to the basic shipping amount are factored into the shipping price, as closely as possible.
Items in stock will be shipped promptly (typically within 2 business days) but processing and shipping time are not guaranteed due to factors outside our control. Orders received before 1PM Pacific Time can usually be shipped within 24 hours (when in stock). Otherwise, your order will typically be shipped the next day (as supported by carrier and considering holidays/weekends). If your order will be delayed for some reason, we will contact you promptly. For items on backorder, we will ship the product immediately after arrival to our facilities (typically 3-10 days). You can check the status of your order by logging in at www.LuxeVivant.com and choosing Order Status, or simply click on the following link: Order Tracking. Note that we do not ship on Weekends or Holidays. Orders received after 1PM Pacific time on Friday will be shipped Monday (for in-stock items). Note that standard FEDEX Standard Overnight delivery does not include Saturday delivery. We do not offer Saturday delivery by any service.
We can not be held liable for carrier delivery time estimates or customer shipping deadlines. If you have a time critical need, simply order as far in advance as possible using the fastest shipping method available (note that we do not guarantee same day shippping or processing). If your order does not arrive on time we can not be held responsible and will not accept returns due to "late arrival". Therefore, please do not assume your order will be processed the same or next day! Although we strive to ship all orders within 2 business days - we do not guarantee it. Due to time zone differencees, carrier requirements, location, workload, demand, etc. we are unable to do so. If you are unsure or concerened about a delivery time, please call Toll Free: 1-888-782-2252 for help.
We do not support shipping to an address other than the billing address for on-line orders. Typically this will dealy your order (or result in order cancelation) or may incur additional costs (unexpected signiture required or other 'fees'). If an order is requested to be shipped to an address other than the billing address, we may be required to phone the telephone number matched to the billing address to confirm the order, shipping address and possibly more. If we are unable to contact the billing address - card holder; the order can be delayed until contact is made - or possibly canceled. This is a precaution for the safety of all credit card holders to help reduce the possibility of credit card fraud. This is a by-product of online fraud cases where the "ship to" address is different from the billing address - (i.e. if someone steals your information they will almost always request shipping to an alternate address - this policy prevents that possibility). We utilize AVS, CVV2, encryption, IP tracking, strict data matching, and address validation to further reduce fraud and to protect our customers. We hope you appreciate and understand that these precautions are designed to protect customers from potential credit card fraud.
We do not ship to military addresses. We do not ship C.O.D.
We DO NOT re-route shipments due to unreliability and costs. We will not alter the shipping address significantly once shipped. If an incorrect address is given it could result in a mis-delivery or significant delay. These are processed according to the supported policies of the carrier chosen during checkout. We will help however we can (including with insurance claims), but note that most carriers have a 30 day waiting period to allow the package to "return to sender" before insurance claims can be made.
No PO boxes unless absolutely necessary. If you must have your order shipped to a PO box; IT MUST BE THE SAME AS YOUR BILLING ADDRESS (associated with card) for online processing (our processor will automatically reject if not) and WE ARE UNABLE TO GUARANTEE DELIVERY TO PO BOXES (insurance claims still apply).
Lost, Stolen, and Other Non-Received Shipments
ALL Luxe Vivant Shipments include tracking or delivery confirmation information (as supported by carrier/method). If you do not receive a phone call, voice message, or e-mail from a representative stating that the order was delayed, out of stock, etc; then it will normally ship within 2 business days (as possible depending on carrier support, i.e. - holidays or weekend delivery/pickup support - we do not ship on weekends) Simply click on the following link to get tracking information: Order Tracking. If you do not receive your item, please check the order status and the tracking information first. If you did not receive an order tracking number, please contact us and we will gladly e-mail it or give it to you over the phone.
Note that the USPS toll free telephone/voice support tracking systems are notorious for giving ("no information for package" or "contact sender") messages for tracking numbers that are valid! Always use the online tracking systems as possible (links follow), or contact us and we can send a copy or a link.
UPS Tracking Page
USPS Tracking Page
FEDEX Tracking Page (See Page Links for International tracking)
IF YOU DO NOT RECEIVE YOUR SHIPMENT
NEVER POST A CHARGEBACK! This will result in additional service fees ($50), possible fines, and will generally result in the account going to collections. Please contact us immediately for help with processing instructions. Typically we both have to work together for the fastest resolution. Obviously, a large part of our business is based on repeat business and positive word of mouth, so we do our best to help with shipment issues; but please understand that we (and you) are at the mercy of the carrier and their procedures/requirements once it enters the delivery stream - which tend to be very favorable to the carrier. In most cases the carrier will require 30 days before allowing a claim, so please understand that these requirements and delays are not ours!
NOTE: WE DO NOT TYPICALLY SEND ORDERS SIGNATURE REQUIRED through USPS. Therefore any non-delivery claims are not subject to a signature confirmation, and the customer agrees to acknowledge USPS online delivery confirmation as proof of shipment and delivery. In these cases the customer agrees that we are liable only for a one time product re-shipment at no charge, once proof of a non-delivery claim is presented. This applies to FedEx and UPS shipments as well, if a signiture is not collected or required.
Should your shipment be lost or mis-delivered: You may need to fill out a claim form with the shipping company stating that the shipment was not received. Due to the policies of all carriers, it will generally take a minimum of 30 days before a claim can be made. This can be painful, and we do our best to process and expedite ASAP from our end. It rarely happens, but if it does we are here to help in any way possible. We do not support order cancellations or refunds for lost/non-received orders (due to known scams) that are shown as received/delivered in the carrier's tracking system; However we will gladly resend the shipment at no additional charge immediately once confirmation of lost/non-delivered status is shown for insured and non-insured shipment (or refund at our discression). In some cases this can be done fairly quickly, but is subject to carrier rules.
If your order is returned to us by the shipper for any reason that is not due to an error on our part; you may be required to pay additional postage fees and a $3.50 re-processing fee. Depending on the circumstances you may be able to collect the costs from the carrier if they returned the item to us due to their own error. Generally, we only see this: if an item is sent signature required and the shipper is unable to gather the signiture in a reasonable number of efforts - or USPS items that will not fit in the box. Note that shippers DO (are supposed to) leave a notice in this case. Typically you will get several before the item is returned to us. If you recieve a notice - you will need to contact the shipper ASAP according to their instructions to re-sechedule delivery. If you fail to do so and the item is then returned to us, we can not be held responsible for the additional shipping and reprocessing fees. Should this happen, we will contact you to help determine the cause and schedule a redelivery or refund. Note that returned items must be unpacked, inspected, repacked/replaced and re-processed. For this reason there is an additional 3.50 charge to cover processing and packaging fees.
International Shipping and Billing
We support shipping to international addresses using either FEDEX or USPS. Canadian residents can also choose FEDEX ground or USPS Priority shipment. It is possible that these carriers do not support a particular country/region. If you have problems or your country is unsupported we suggest contacting FEDEX or USPS for additional support. All duties, VAT, taxes, customs, import fees, etc. are the responsibility of the customer and will be noted as such on the commercial invoice(s) and/or waybill. Typically the import valuation is based on our replacement value, which is typically between 55%-85% of the invoice amount. Note that we do not export products as "GIFTS" for import/export valuation purposes. We have the right to refuse or cancel any international or domestic order for any reason. We will notify you via e-mail or phone should your order be canceled/refused.
We accept international payments via PayPal or credit card (Visa, Mater Card, AMEX) as supported by our merchant processor's international rules. There may be some cases where your issuing bank does not meet the minimum specifications set by our merchant processor and will therefore be rejected. In those cases we will be unable to process via any other means (we can not reveal details for payment refusals for security reasons). We recommend contacting your issuing bank should this occur, to help discover more about the nature of the payment refusal. If you are ordering outside of the US please enter your billing address as your shipping address (you may want to check a credit card statement). Otherwise, your order will typically be declined due to stringent international address/other matching requirements. If you enter an alternate ship to address in the Notes field, your order will be canceled - unless you agree to ship to the validated address for your credit card or to your confirmed PayPal address. You will be contacted via e-mail or phone in this case. This will typically delay your order processing several days, or until proper arrangements/communications can be established.
Partial Shipments
Note that shipping charges are based on an estimate and assume that your items can ship as one shipment. Orders which include out of stock items, will be partial shipped using your selected shipping method for the first shipment (in stock items only). Items shipped later will be sent using the most economical means required, without resulting in an underpayment by you for shipping charges. If you need subsequent items shipped using express or priority services, we will need to calculate additional shipping charges. In these cases we will notify you by e-mail, explaining available options.
International Downloads
We accept international orders for downloads when paid using PayPal or a supported credit card & supported international issuing bank. Note that PayPal does not accept payment from all countries. Some countries (restrictions vary) supported include: Australia, Canada, France, Germany, Hong Kong, Israel, Italy, Japan, Spain, South Korea, United Kingdom, etc. Please check the PayPal site for more information. However, due to the need to manually verify PayPal funds and time zone differences; purchasing by PayPal could delay an order up to 24 hours.
Order Tracking
Our automated order system tracks the progress of your order, and sends e-mail notifications once an order is received and again when it is shipped. The shipped notification e-mail will contain the tracking number where supported by the shipping company/service. We interface with most of the common shipping carriers, and are able to track the item during shipment. Note that this feature is offered through the shipping carriers and features vary for each carrier. For example, the USPS number is a confirmation number and not a tracking number. You can not see where the shipment is; only if it has been delivered or not. To track your order, we suggest you use UPS of FedEx. You can check the status of your order by logging in at LuxeVivant.com and choosing Order Status, or simply click on the following link: Order Tracking.
Payment Methods
We accept Visa, MasterCard, American Express, and PayPal. Billing information must be the same as it appears on your credit card statement. If any numbers are different, the order will be declined by the payment gateway. Please ensure city names are spelled correctly; and only use abbreviations if that is how your information appears on your statement. You can contact your financial institution for the exact billing address of your credit card. We can accept international orders, however they must be made with a "confirmed" PayPal account or with a US based credit card (bank).
We DO NOT accept checks, CODs, or Money Orders. Corporate/Government checks are supported, pending a written purchace order & terms.
Minimum order is $4.50 USD.
Fraudulent or Premature Chargebacks:
We take fraudulent chargebacks very seriously. Should anyone fraudulently or prematurely charge back their credit card; we will automatically charge a $50 processing fee plus the maximum amount of damages allowed by law. Furthermore, we will report the fraudulent chargeback to law enforcement authorities and related financial agencies. Should we be unable to collect this fee we will report your account to a collection agency to collect it for us. Due to our 30 day satisfaction guarantee, insured shipments policy, and customer care programs; this should never be an option. Misuse of charge backs can be result in federal mail or credit card fraud prosecution due to the nature and severity of this option.
Customers who prematurely issue chargebacks for non-delivery, mis-delivery, order cancellation, refund, exchange, etc. without working thorough us or the delivery carrier and their policies/timeline, etc. are also liable for additional chargeback fees. Failure to reverse a premature chargeback will result in having the account turned over to collections including a $50 chargeback fee and applicable collection fees and fines as allowed by law.
Chargebacks should be the last line of customer protection used in obviously fraudulent situations. Quickly posting a chargeback or threatening to post a chargeback against us for shipping mishaps, etc or situations out of our control - could be a costly decision if used frivolously - due to our business ethics and customer care programs - will never be necessary. Always work with us on issues - we are more than happy to help as possible.
Gift Certificates
We offer online Gift Certificates in 10$, 20$, 50$, and 100$ increments. Order Gift Certificates here.
After we process your gift certificate order, we will e-mail you a PIN. This PIN is good for the amount purchased, and can only be used at our on-line store. This PIN can be used by anyone, so do not share it unless you are giving it as a gift. If you are giving the gift certificate as a gift, you will need to give the recipient the PIN.
To redeem a gift certificate, simply add items to your cart and check out. During check out (right after choosing shipping options), we have a section to enter discount or gift certificate codes. Enter the code, and the gift certificate amount will be applied toward your order. If the order is less than the the gift certificate value, the balance will be maintained for future use. Note that the gift certificate amount applies toward shipping costs and taxes. Any balance remaining on the gift certificate can be redeemed by using the same PIN. Only one gift certificate can be used during check out.
Medical Disclaimer
Products sold by Luxe Vivant are not intended for use in the diagnosis or treatment of any medical condition. Treatment of any medical condition should only be done on the express advice and consent of your physician. Always consult with your physician before beginning any diet, exercise; or other health, lifestyle, or personal change program. Statements made on this website/store have not been evaluated by the Food and Drug Administration. Products are not intended to diagnose, treat, cure or prevent any disease.
Photosensitivity Warning
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Flickering light is not recommended for anyone who has ever suffered from any form of seizure disorder or epilepsy. A small percentage of the population who do not have epilepsy may also experience seizures when exposed to flickering light. |
Downloadable Programs
We offer an interesting collection of programs for download in MP3 format. Click here to view or order.
Once we process your down-loadable program order; you will receive instructions in e-mail on how to retrieve the programs. This simply requires returning to the site (using a special generated link given in the mail), then logging on with your user account, and your generated password (also in the e-mail). You have 7 days to download before your account expires.
Note: Due to the quality and content of the files they are typically very large (13MB and up). For this reason, we do not recommend customers with connections speeds less than 128K attempt to purchase or download. Please see the following table for minimum download times or a 14MB file (typical size of our noise programs). These are the minimum predicted times. Connection quality and other factors can substantially increase these times. Therefore, we do not recommend downloading programs unless you have a 128K or better connection. Preferably, DSL, Cable, or better.
| Connection |
Download Time (14MB) |
| 28.8 Modem |
68 Minutes |
| 56K Modem |
34 Minutes |
| 128K ISDN |
17 Minutes |
| DSL, CABLE, T1 |
2 Minutes | |
Typographical Errors
In the event that a product sold through our website is listed at an incorrect price, and/or with incorrect product information as a result of a typographical error, LuxeVivant.com maintains the right to cancel or refuse the order. Upon exercising this right, LuxeVivant.com will promptly notify the customer. If your credit card has been charged before the decision to cancel or refuse an order has been made, your credit card will be immediately refunded.
On-Line Security
We use secure 128 bit SSL encryption for transmitting information during the checkout process. For more information, please see our security page.
Sales Tax
We currently charge sales tax for the following sates: Washington (WA). Please see our sales tax page for additional information.
Information Privacy
We do not sell or share your personal information. Please see our Privacy page for more information.
Warranty Returns and Repairs
If an item is damaged during shipment, report it to the delivery carrier immediately. Should you receive a faulty item, please check with the product manufacturer for their specific warranty, replacement and repair program first. Normally, you will find the Manufacturer's warranty information included in the product packaging. Review the warranty information provided with the items, and follow the manufacturer's directions. Do not return items to Luxe Vivant for warranty replacement or repair (unless sepecified or arranged). If you have any problems or questions, please call and we will be happy to assist you.
Luxe Vivant e-bay Store
If you like e-bay, we have an e-bay store your can visit. It's a subset of our online store but occasionally we offer special items and used products you can not find here (and vice versa). Please visit our e-bay store for more...
Better Internet Bureau Certified
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Our site has been reviewed and certified as a quality site by the Better Internet Bureau. |
We reserve the right to refuse business to anyone for any reason. |
