At Vivum, we know that purchasing live or frozen food online can raise concerns about the quality and integrity of products when they reach their destination. That's why we commit to excellence not only in our products but also in our delivery service. Our Live/Frozen Delivery Guarantee applies to all orders containing Live Food or Frozen Food, provided that a shipping method that includes the guarantee is selected.
What Does the Live/Frozen Delivery Guarantee Consist Of?
Our guarantee ensures that all "live" or "frozen" foods reach your hands while maintaining all the characteristics that guarantee their freshness and quality. If the products do not arrive in the expected conditions, we commit to compensate all verified losses by issuing a discount voucher for the value of the affected products.
How Does It Work?
- Choice of Shipping Method: During the purchasing process, it is crucial to select a shipping method that includes our Live/Frozen Delivery Guarantee. This selection ensures that your order will be handled and packaged with maximum care and shipped through an urgent transport service.
- Quality Packaging: We use isothermal boxes, complemented with gel thermal accumulators or dry ice, to ensure that frozen food maintains the appropriate temperature throughout transport. In the case of live food, we have packaging designed and developed to optimize the essential conditions for each species during transport.
- Specialized Transport: We collaborate with specialized carriers for the delivery of your orders. Together with the carriers, we will do everything possible to deliver your order as quickly as possible.
- Customer Support: If, at the time of delivery, you notice that the products are not in the expected conditions, you can immediately submit a request for Delivery Guarantee Activation. We are ready to evaluate the situation and issue a discount voucher for the value of the affected products to compensate for any loss.
Delivery Guarantee Activation
If, upon arrival, your live or frozen products are not as expected, you can easily activate our Delivery Guarantee. Here are the steps to be taken to ensure that your problem is promptly and satisfactorily resolved:
- Access to the Guarantee Activation Page: Visit our page dedicated to Delivery Guarantee Activation. There, you will find a simple form to fill out, detailing your order and the nature of the problem encountered.
- Documentation of Losses: You will be asked to provide photographs where it is possible to clearly see the conditions in which the products arrived. These photographs are crucial for a quick and fair assessment.
- Quick Assessment: Our customer support team will analyze the information and photographs provided, determine the extent of the losses, and process the issuance of the discount voucher as quickly as possible.
- Issuance of the Discount Voucher: Once the validity of your claim is confirmed, we will issue a discount voucher for the total value of the affected products. This voucher can be used in any future purchase on our platform, providing you with immediate and fair compensation.
Guarantee Limitations
Although we strive to ensure total satisfaction with each delivery, there are some situations where our Live/Frozen Delivery Guarantee may not be applicable. It is important that our customers are aware of these limitations to avoid any misunderstandings:
- Absence at Time of Delivery: Our guarantee assumes that someone will be available to receive the order at the address provided on the first delivery attempt. If the carrier cannot deliver the order due to the absence of the recipient, the guarantee will not cover any damages or losses that occur due to subsequent deliveries or delays.
- Incorrect or Incomplete Address: If the order cannot be delivered due to incorrect or incomplete address information provided at the time of purchase, the guarantee will not be applicable. Make sure all address details are correct and complete when placing your order.
- Adverse Weather Conditions: In cases of extreme weather conditions or other natural disasters that may interfere with normal transport and delivery, Vivum will make every effort to protect and deliver the order, but cannot be held responsible for delays or damages caused by these exceptional circumstances. We will always do our best to provide a delivery alternative where it is possible to ensure the guarantee (e.g., Shipping for pickup at the agency closest to your address during the early morning hours).
- Delivery Refusal: If the customer refuses delivery of the products without a valid justification under the guarantee policy, any subsequent damage or loss of the products will not be covered by the guarantee.
- Late Communication of Problems: It is crucial that any problems related to the condition of the order be communicated to Vivum within a maximum period of 2 hours after delivery. Delays in communication compromise our ability to effectively verify and resolve issues, which may result in the non-applicability of the guarantee.
We encourage all our customers to ensure their availability to receive orders and to verify all shipping information carefully to maximize the effectiveness of our Live/Frozen Delivery Guarantee. Your cooperation is essential to help us maintain the quality and freshness of the delivered products.