Deliveries & Returns
Returns & Refunds
What's your return policy?
30 days from delivery. Items must be unopened and in original condition.
How do I start a return?
Contact us at hello@tryvivalign.com with your order number and reason for return. We'll provide a return authorization and full instructions.
How long do refunds take?
Refunds are processed within 3–5 business days of receiving your return. It may take an additional 5–10 business days for the credit to appear on your statement.
Can I exchange an item?
Yes. Contact us to arrange an exchange for a different product or size.
What if my item arrived damaged?
Contact us immediately with photos of the damage. We'll send a replacement or issue a full refund right away.
Are there items that can't be returned?
Opened or used products cannot be returned for health and safety reasons unless the item is defective.
Shipping & Delivery
We want your order to arrive quickly and safely. Here's everything you need to know about our shipping process.
Processing Times
Standard processing: 1–3 business days from your order date before your item is dispatched from our fulfilment center.
Orders placed before 12:00 PM AEST on business days typically ship the same day. Orders placed after 12:00 PM AEST or on weekends and public holidays ship the next business day.
Peak periods: During holidays and major sales events, processing may take 3–5 business days.
Estimated Delivery Times
Australia
Standard Shipping: 7–14 business days after dispatch
Express Shipping: 5–10 business days after dispatch
New Zealand
Standard Shipping: 10–18 business days after dispatch
United States & Canada
Standard Shipping: 10–20 business days after dispatch
United Kingdom & Europe
Standard Shipping: 12–22 business days after dispatch
Rest of World
Standard Shipping: 14–28 business days after dispatch
Important Notice
All Vivalign products are dispatched from our fulfilment center in China. Delivery timeframes begin from the date your order leaves our warehouse and are estimated ranges only — not guarantees. Actual delivery times depend on carrier performance, customs processing, local postal networks, and factors beyond our control.
International orders may be subject to customs duties, import taxes, or fees charged by your country's border authority. These charges are the responsibility of the customer and are not included in your order total or shipping cost.
Tracking Your Order
Once your order has been dispatched, you will receive a confirmation email with your tracking number. Please allow 2–3 business days after dispatch for tracking information to update in the carrier's system.
If your tracking has not updated after 5 business days, contact us at hello@tryvivalign.com and we'll investigate on your behalf.