Refund policy

Last updated: October 28, 2026

Thank you for shopping with Vivido. Because our portraits and gifts are personalized and made to order from your photo, our refund policy is different from a standard retail return policy. Please read this page before placing an order.

Personalized and Made-to-Order Products

Each canvas, framed canvas, art print and photo gift is made for the specific customer and photo submitted. For that reason, we generally do not accept returns, exchanges, or cancellations for:

  • A change of mind after ordering
  • Choosing the wrong size, format, frame color, product, or shipping address
  • Photo choice, likeness, composition, color, or style preferences after you have chosen a design
  • Small color differences between a screen preview and the printed item
  • Normal canvas or paper texture, wrap or crop differences, or slight production variation
  • Shipping delays caused by carriers, weather, customs, holidays, or events outside our control

Free Preview Before You Order

You see your designs before you order. Please review the design you choose carefully, including the format, size, frame option and spelling of any words. When you place an order, you confirm that the selected design and order details are correct.

Our Happiness Promise

If you are not happy with your order, contact us at info@vividostore.com within 30 days of delivery so we can make it right. Depending on the issue, we may offer an artwork adjustment, a replacement, or a refund. A refund under the Happiness Promise is given as Vivido store credit, not as a refund to the original payment method, unless applicable law requires otherwise.

Digital Copy Is Non-Refundable

Every order includes a complimentary digital copy of your design. For refund purposes, this digital copy is valued at $19.

Once the digital copy has been delivered or made available to you by email, download link or another digital method, it is a delivered digital good. It cannot be returned, canceled, or refunded. If a refund, store credit, or cancellation is approved for the physical product after the digital copy has been delivered, the $19 digital copy value may be retained or deducted from the refund or store credit, unless applicable law requires otherwise.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or materially different from what you ordered, contact us at info@vividostore.com within 7 days of delivery. Please include your order number and clear photos of:

  • The damaged or defective item
  • The packaging
  • The shipping label
  • Any visible print, frame, or production issue

If we confirm a production defect, shipping damage, or fulfillment error, we will offer a replacement or reprint, and in some cases store credit or a refund for the affected item. We may ask you to keep the item and packaging while the issue is reviewed.

Lost or Stolen Packages

If tracking shows that an order is still in transit beyond the expected carrier window, contact us and we will help investigate with the carrier. If tracking shows delivered but you cannot find the package, please first check with household members, neighbors, your building, and the carrier. We are not responsible for theft, porch loss, or packages delivered to an address entered incorrectly at checkout, but we will do our best to help.

Wrong Address or Returned Packages

You are responsible for entering a complete and accurate shipping address. If an order is returned because the address was incomplete, incorrect, refused, or undeliverable, we may charge a re-shipping fee or require a new order, depending on the situation. Personalized items returned by the carrier are not automatically refundable.

Cancellations

If you need to cancel an order, contact us as soon as possible at info@vividostore.com. We can only cancel an order before printing has started. Once printing has started, cancellation may no longer be available.

Refund Method and Timing

Refunds under the Happiness Promise are issued as Vivido store credit. If a refund to the original payment method is approved for another eligible reason, your bank or payment provider may take additional time to post it. Shipping charges, gift cards, store credit, and delivered digital goods are non-refundable unless applicable law requires otherwise.

Contact Us

For refund or replacement questions, email info@vividostore.com.

Vivido
20619 Torrence Chapel Rd Suite 116 #1239
Cornelius, NC 28031
United States