Frequently Asked Questions

Get answers to all your most frequently asked questions here. If you still have questions that are not addressed, please reach out to our customer support team here.

General

How can I contact customer support?

Scroll down to the bottom of our website and under customer service you will find a contact us button, or click here. You can also reach us at 1-800-487-3808

Why does my order show taxes from a nearby area?

Taxes are levied based on location, will be added on if the order is shipped from within the same stat that order was placed.

Can I make changes to my order after placing it?

If changes to your order are necessary, you must contact customer support ASAP at 1-800-487-3808 . Once order is shipped, all details are final.

Can I cancel all or part of my order?

Yes, you can request cancellation on an item or an entire order, but it must be requested as soon as possible, and we cannot guarantee that cancellation will be successful. Please contact customer support ASAP.

Do you offer bulk order discounts or reseller programs for businesses / organizations?

At this time, we do not have a resale or bulk order program in place, but feel free to check back for updates and further information.

I don’t like shopping online, do you have a retail store? Where can I find your products?

We only sell our products online. This is because we strive to provide our customers with as much value as possible and operating online allows us to sell you our items at lower costs compared to a traditional retailer.

Who are the authorized retailers of your products?

Our products authorized retailers are as follows; Vivehealth.com, Amazon.com (Vive Health Direct) and eBay.com (HealthSourceUSA).  Our retailers are limited in order to ensure quality and customer satisfaction. 

How do I set up an account?

In the top right hand corner of our website there is a button called “Create Account”, simply click to sign up. Or click here

How do I change the password for my account?

You can contact us at Vive Health by phone or email with your account email address. We will then send a password reset link to your email.

How do I unsubscribe from emails?

An Unsubscribe link appears at the bottom of each email. Simply click the link to unsubscribe to stop all future emails.

How do I apply a coupon code?

Coupon codes can be applied to orders at checkout in provided field below your order details.

Payments

What forms of payment are accepted?

We accept VISA, Mastercard, American Express, and (for online order only) PayPal. We are unable to accept HSA cards or other forms of insurance payment. We do not accept checks, eChecks, or money orders.

Do you accept Medicare or Medicaid etc.?

No, we do not.

Can I submit an insurance claim and be reimbursed for my purchase?

Yes, but this process is handled by a third party and has nothing to do with Vive Health. For more info click here

Do you offer financing options?

Yes, we do offer financing options through PayPal. Items eligible for financing will have option available on product page.

Orders

Do you take orders over the phone?

Yes, we are able to process orders over the phone for you. Give us a call at 1-800-487-3808!

Can I submit a purchase order (PO) to buy something?

If a PO is required for a purchase, then we must build the PO and send it out to you for completion and payment. Please give us a call to speak with an agent to have an order built.

Do I have to use PayPal to make a purchase?

No. Any customer without a PayPal account can still use a valid credit card to make a purchase.

Do I need to keep my order #?

Yes. Your order # is your receipt, and is key for our customer service team to assist with any issues that could occur.

I’d like to track my order. How can I do this?

When you purchase an item an order confirmation will automatically be sent out. This will contain all the necessary tracking information. Go the sender’s website and track your package using the provided tracking number.

Guarantees

Do you offer guarantees? If so where can they be found?

Yes, each of our products are covered by one of our four extensive warranties. For in depth warranty information click here

I received my product as a gift. Is it still eligible for guarantee coverage?

Orders received as gifts are treated the same as non-gift order. Guarantees are only available to purchases from authorized sellers, and registrations must be submitted properly for guarantee to be valid.

How do I register my product?

You can register you product by visiting our product registration page. This can be found by scrolling to the top of our website and clicking the green check, or by clicking here. Once on the registration page fill out the fields and click submit. The process will then be completed!

If I purchased your products through an unauthorized retailer is the warranty still valid?

In order for your warranty to be validated you must purchase one of our authorized retailers; Vivehealth.com, Amazon.com (Vive Health Direct) or eBay.com (HealthSourceUSA). This is in order to provide you with the best experience because we are unable to verify the authenticity of the product purchased from an unauthorized retailer. 

Shipping

How will my order be delivered?

Our orders typically ship via UPS, but exceptions may occur due to geography.

What different types of shipping methods do you offer? What do they cost?

We offer FREE standard shipping on orders $39+. You can pay an additional cost for 2-Day shipping option. For more information please see our detailed shipping and return policy here

How long does it take for you to ship my item once the order is place?

All Vive Health brand items are typically shipped within 24 hours of an order being placed. Third party purchased items may take longer to ship depending on customization and options selected at checkout. 

Why won't you ship to my country / state?

Our distribution network is limited, so our sales territory is limited. However, we are continually working to expand our coverage and ship orders to more locations.

Do you ship to P.O. boxes?

No, unfortunately we are unable to ship items to P.O. boxes.

I ordered multiple items but there was only one in the box. Where is the rest of my order?

Some orders will ship different items from different warehouses depending on quantity and distance. If the tracking information on your order is missing, contact Customer Service with your order number and the tracking information will be provided if available.

What if my order is lost in the mail?

Risk of loss on all orders is assumed by the parcel carrier as soon as the order is turned over to them for shipment. You'll need to contact the carrier in the event of a lost shipment.

Returns

How do I make a return?

To make a return, please contact us with your order number via phone or email, and an agent will assist you with beginning the return process. All 3rd party products require Return Authorization. Read more on our Return Policy here

Is there a charge for returning my order?

There is no charge for returns on all Vive Health brand products registered under the product guarantee. Some purchased third party items may require fee for return. Please check return policy here or contact customer support with any further questions at 1-800-487-3808 or service@vivehealth.com

Can I send in an item to be repaired?

We currently do not make repairs or modifications to products.

What are your policies regarding returns?

We accept returns on all products as long as they are still under warranty. For more in depth return policy information click here

How do I know what size I should choose?

Each of our product’s listing pages in equipped with a sizing chart, if applicable.

What if I ordered the wrong size?

If for any reason you are unsatisfied with the size or fit of your product we will gladly replace it with the size that works best for you.

Service Requests

Do you offer service contracts on purchased items?

Yes, all third party mobility scooters include a 1-year service contract with purchase. We do not offer service contracts on Vive Health brand products.

How do I activate my service contract?

All service contracts are effective at date of purchase. If you need to utilize your service contract agreement, please contact customer support at 1-800-487-3808 or service@vivehealth.com

What does my free 1-year service contract include?

Manufacture will determine if unit/piece can be repaired or needs to be replaced upon examination by authorized technician. Product replacement (if necessary) is limited to a single occurrence.