Shipping Policy

Orders are confirmed once payment and shipping details are finalised through our WhatsApp consultation flow. Most orders are packed and handed to the courier within 1–2 business days of confirmation.

Orders confirmed after 2:00pm ET, or on a weekend or public holiday, are processed the next business day. During periods of high demand, processing may take up to an additional 1–2 business days; we'll flag this directly if it applies to your order.

We currently ship within the United States and to select destinations in West Africa. Availability to your specific location is confirmed during your WhatsApp consultation before an order is placed.

• United States: standard (3–6 business days) and expedited (1–3 business days) options, tracked door to door.
• West Africa: tracked international shipping, typically 5–12 business days depending on destination and customs processing.

A tracking number is sent as soon as your order ships. If a destination isn't currently supported, we'll let you know before any payment is taken.

Orders ship in plain, unmarked outer packaging. Nothing on the exterior references Viventra, product names or contents; the return address uses a neutral sender name.

Where a product requires temperature-controlled handling, it is packed with insulation and ice packs sized for the expected transit time. We recommend orders are received promptly and stored per the product's documentation immediately on arrival.

For orders shipped outside the United States, the recipient is the importer of record and is responsible for any customs duties, import taxes or clearance fees levied by the destination country. These are not included in the order total and are collected by the courier or local customs authority on arrival.

Customs review can add to the estimated transit time and is outside our control. If a shipment is held, delayed or returned by customs, we'll work with you on next steps, but we're not able to cover duties, fees or reshipment costs arising from a customs hold.

If tracking shows no movement for more than 5 business days (domestic) or 10 business days (international), reach out to us and we'll open an investigation with the courier.

Claims for a lost package must be raised within 15 days of the last tracking update for domestic orders, or 30 days for international orders. Please have your order reference and tracking number ready — we may also ask for a photo of the received package if it arrived damaged.

Once a claim is confirmed with the courier, we'll arrange a replacement or refund, whichever you prefer.

For anything related to an existing order, tracking, or a shipping question before you order, message us on WhatsApp or email shipping@viventra.com. We reply within one business day.