Customer Service

Return Policy:

At ViVA Performance, we want you to be completely satisfied with each item that you purchase from us! If you are not satisfied with an item that you have purchased from us, you may return the item within 120 days of the order placement date for a refund of the purchase price (minus the shipping & handling fees). No returns will be accepted for books, digital media (like Navigation CD/DVDs) or installed electrical parts. Refer to the complete conditions below:

ViVA Performance must receive returned items within 120 days of the order placement date to receive a store credit or refund of the purchase price (minus the original order’s shipping and handling fees).
The client must first notify ViVA Performance with the intent of the return or exchange of an item before shipping an item back to ViVA Performance. All return requests should be emailed to: parts@vivaperformance.com
All returned items must be accompanied by a Return Merchandise Authorization (R.M.A.) number only issued by ViVA Performance.
Items returned for refund or exchange must be be returned with the manufacturer's original packaging materials. Vehicle parts must be unused (not installed on a vehicle) and in resaleable condition.
Items returned for refund or exchange will be subject to inspection and a 20% restocking fee.
Return shipping fees are the responsibility of the client and no return shipping credit will be issued by ViVA Performance.
Parts returned for core refunds (e.g., turbochargers, axles, etc.) must be shipped to ViVA Performance within 14 days of receipt of the order delivery date.
Items returned to ViVA Performance with cash on delivery (C.O.D.) service will be refused and will result in a non-returnable order.
Shipments returned to ViVA Performance as "Return to Sender" (RTS) due to non-delivery will not be eligible to have shipping charges refunded.
A store credit or refund will be issued to the client within 10 business days of receipt of the returned item, in the same manner as the original payment method.
ViVA Performance reserves the right to approve or deny a return request regardless of the return reason.

Unless otherwise instructed, returned items may be mailed to:
ViVA Performance, RMA#XXXX
1 Chestnut St. Suite 222
Nashua, NH 03060 USA

Non-Returnable Items:

TDI Tuning ECU Software Upgrades
Installed parts, including and not limited to: wheel spacers, wheel bolts, light bulbs, headlamp assemblies, turn signal assemblies, fuel injectors, spark plugs, spark plug wires, brake rotors.

Product Pricing Policy:

All prices are in USD. Prices are subject to change without notice. We will make every effort to provide you the most accurate and up-to-date pricing information. In the rare event that one or more items are listed with an incorrect price due to typographical, photographic, or technical error, or due to an error in pricing information received from our suppliers, ViVA Performance reserves the right to refuse or cancel any orders placed for items listed at the incorrect price.

If an item's correct price is lower than our advertised price, we will charge the lower amount and ship you the item.

If an item's correct price is higher than our advertised price, we will cancel your order and notify you of the pricing error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you wish to do so.

Sale Price Guarantee

If an item you ordered goes on sale within 30 days after your purchase date (or if your order has not yet shipped), you are eligible to receive store credit equal to the difference between your invoiced price and the lower sale price. To obtain a store credit in accordance with our Sale Price Guarantee, you must Contact Us within the 30 day timeframe, no exceptions.

Store Credits and Gift Certificates

Store credits or gift certificates given to customers for promotional purposes by VIVA Performance will have an expiration date exactly 5 years from the date of issuance.

Gift certificates purchased by customers from ViVA Performance that are valued less than $100 USD will not expire. If the value of the purchased gift certificate is greater than $100 USD, it will have an expiration date exactly 5 years from the date of issuance.

Shipping Policy:

At ViVA Performance, we can ship to virtually any address in the world. Order placed by 12 p.m. Eastern Time are normally processed the same day. While many of our products are shipped from our warehouse in Nashua, NH, some orders may be drop shipped directly from vendor warehouses around the country. We offer you with a variety of different shipping options, as detailed below.

*NOTE: there are shipping restrictions on some products and some products cannot be shipped to international destinations.

General Shipping Information

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. All shipment transit times are in BUSINESS days, not calendar days. Saturday delivery may be available for an extra charge, please contact us prior to ordering to verify availability.

Please also note that the shipping rates for many items we sell are based on their dimensional weight or actual weight (whichever is higher). The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies used, all weights will be rounded up to the next full pound. A handling charge is also included in the shipping rates quoted from ViVA Performance.

Should ViVA Performance require additional clarification from the client prior to processing an order, the client will be notified via email, and the order will be placed "On Hold". The order will not be fulfilled until the client responds to ViVA Performance's inquiry in a timely manner. The most common clarification areas is to confirm the client's vehicle make/model for product compatibility, confirm quantity ordered, etc.

We offer a variety of shipping service options to our U.S. based clients, depending on your shipping address and destination.

Free Shipping on Orders over $300 within select U.S. states:

For orders valued over $300, shipments to the following states are eligible for free, trackable economy shipping:

Connecticut (CT)
Delaware (DE)
Maine (ME)
Massachusetts (MA)
New Hampshire (NH)
New Jersey (NJ)
New York (NY)
Pennsylvania (PA)
Rhode Island (RI)
Vermont (VT)

Shipping Options

We offer a variety of shipping service options to our U.S. based clients, depending on your shipping address and destination.

Standard Shipping	Domestic (U.S.) orders may be shipped using one of the following Standard Shipping services: FedEx Ground (Commercial), FedEx Home Delivery (Residential), UPS Ground, and USPS Priority Mail. These Standard services typically deliver shipments within 1-7 business days once the parcel ships.
Expedited Shipping	Expedited Shipping services are available at an extra cost using: FedEx Express Saver, FedEx Standard Overnight, UPS 2nd Day Air and UPS Next Day Air.
APO / PPC	We process and ship all APO/FPO orders to our Active Military clients using USPS Priority Mail. Due to package limitations (size, weight, HAZ MAT) when shipping with the USPS, we may not be able to ship all items to APO/FPO orders. Please Contact Us with any shipping restriction questions you may have.
Canada/Puerto Rico	Orders to clients in Canada and Puerto Rico may be shipped using FedEx International Ground or UPS International Ground. These shipping services typically deliver shipments within 4-10 business days once the parcel ships.
International	Orders to clients located throughout the world may be shipped using FedEx International Economy, FedEx International Priority or UPS Worldwide Saver.

Customs, Duties, and Taxes:

With the exception of Countries listed under "Exhibit A: UK & European Countries' "Import One Stop Shop" (iOSS) Compliance" below, all ViVA Performance package shipments will be sent using Incoterms "Delivered at Place" (DAP), which does not include any customs duties or taxes assessed by your destination country.

You are responsible for assuring that the product may be lawfully imported to your destination country. When ordering from ViVA Performance, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped to countries outside of the United States may be subject to import taxes, customs, duties and other fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the foreign country. Additional charges for customs clearance must be borne by the recipient, as we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Exhibit A: UK & European Countries' "Import One Stop Shop" (iOSS) Compliance

ViVA Performance has partnered with Zonos to offer a comprehensive "Landed Cost" purchase experience for customers in the UK and EU (see complete list of countries below) to meet our iOSS compliance requirements. In addition to presenting a checkout experience in the customers' local currency, the "Landed Cost" calculation includes the sum of the product, duties, taxes, and fees from customs, brokers, or the shipping carrier. Since all duties/taxes/fees will be included in the "Landed Cost" amount, no additional surprise fees will be assessed!

The Landed Cost purchase experience is enabled for the following countries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

Shipping Insurance:

All orders shipped to domestic or international destinations will be insured for loss or damage. Shipments to international destinations will be valued at the full invoice amount for customs and insurance purposes. ViVA Performance will not mark the shipment contents at a lesser declared value to avoid paying taxes and duties to the destination country.

Damaged Products During Shipping:

Unfortunately, items can get damaged during shipment.

Please report to Customer Service the receipt of a damaged product within 48 hours of delivery. Do not discard any packaging or the damaged product. If you fail to report a damaged product within this time frame, ViVA Performance will not be able to file a claim with the Shipper, and ViVA Performance will not accept responsibility for any damages. ViVA Performance will also require photos of the damaged product, internal and external packaging to file a claim.

Once you notify VIVA Performance that your product was damaged, ViVA Performance will file a claim with the shipper. Domestic claims typically take 10-12 business days to process. International claims will take up to 25 business days to process. Please do not discard the damaged product or the packaging. Typically the shipper will need to pick the product and packaging up for inspection. Please make yourself available for pickup on the scheduled date and time.

The outcome of the claim will be emailed to you, along with replacement or reimbursement instructions.

ViVA Performance is not responsible for reimbursement of any labor costs that may occur due to the receipt of damaged goods. VIVA Performance recommends that you wait to schedule any installation of parts until after they have arrived and inspected to be in good order.

Tracking Shipments:

If you have a tracking number for your order, you can track the shipment via the My Account page. The shipping method and carrier for your package will be listed in your account and in your shipment confirmation e-mail. If you need to contact the carrier, you'll find contact information below.

Carrier / Tracking Info	Contact Info
FedEx www.fedex.com/us/pckgenvlp/track/index.html	1-800-463-3339
UPS www.ups.com/WebTracking/track	1-800-742-5877
USPSs www.usps.com/shipping/trackandconfirm.htm	1-800-222-1811
DHL Express www.dhl-usa.com/tracking	1-800-225-5345

Warranty:

All new parts are guaranteed to be first quality products. ViVA Performance honors the manufacturers’ warranties for products purchased only by the original purchaser. There is no warranty if parts have become defective due to faulty installation or if they have been abused in any way. Parts must be installed by a certified technician. Do it Yourself installations are not recommended. All warranties and or guarantees are voided if products have not been installed properly by a qualified licensed auto mechanic experienced in the installation of the product(s). There is no warranty, expressed or implied for any parts (including new parts) or work used for competition, or track driving school events. There is no warranty on electrical parts. We reserve the right to withhold shipping a replacement part until the defective part has been examined and tested. ViVA Performance is not responsible for shipping costs on items replaced or returned under this Limited Warranty. ViVA Performance is not responsible for labor charges due to incorrect installation or faulty or defective parts. Installation, labor and storage charges are not products of ViVA Performance and will not be reimbursed for any reason. Please inspect items carefully to ensure they are the correct item before installation!

Limitation of Liability and Indemnity:

Customer assumes all liability and risk arising from the ordering, purchase, use or installation of new and used parts that are purchased from or installed by ViVA Performance. ViVA Performance shall not be liable for any damages to any person or property arising out of or in connection with the use or installation of any parts that it sells or installs including, but not limited to, high performance products, engine chips, springs, sway bars, exhausts or turbochargers. Customer agrees to indemnify ViVA Performance and it's owners from any and all claims (including legal fees) arising out of or in connection with the use or installation of the product(s) it purchased from ViVA Performance. ViVA Performance is not responsible for any damages or claims arising out of a delay in the processing or shipment of any order. By purchasing products from ViVA Performance, Customer is acknowledging that it agrees to accept this Limitation of Liability.