FAQ
Everything You Need to Know About Sleep & Wellness Products
Where can I find setup instructions and demonstration videos for my version?
Scan the QR code on the package you recieved with your order! Or visit https://vivosleep.com/pages/setup to find set up videos, helpful tips, common questions, starting tips and more.
What should I do if an accessory or part is missing from my package?
Reach out to us and we will send you a replacement part for free. Just send us an image of the contents you received and we will investigate to see what was missing. If the product ordered was delivered as intended then a replacement would not be issued.
What should I do if tracking says delivered but I have not received my package?
Contact us, it is likely the shipping carrier delivered the package incorrectly. We will investigate this for you and work through available options.
Should I choose the Door Mount or Bar Mount version?
Choose the Bar Mount if you prefer to use your device on a doorway pull-up bar, capable gym equipment, public park bars or any sturdy horizontal bar set up.
Choose Door Mount if you do not have any of those set up areas, or prefer to use a standard door to rest your back on while performing the traction. Both options provide the same traction capabilities, the choice that is right for you depends on how you want to use the device and your personal preferences.
What is the difference between the Pro and Pro Lite Neck Stretcher?
Pro Lite is the black and gray Door Mount model with a blue adjustment grip. It is meant for seated traction.
The Pro is an upgraded model wich uses a different harness and attachment system and comes in both Door Mount and Bar Mount versions. The Pro can be used for both seated and gravity assisted traction and has a higher weight limit.
Is VivoSleep registered?
Yes. VivoSleep is a registered company trading online as vivosleep.com. You can reach the team at vivosupport@vivosleep.com. Every order is covered by a 30-day money-back guarantee, and payment is processed by Shopify's secure checkout.
Are the VivoSleep products considered medical devices?
No. VivoSleep is a wellness and bedding brand for consumers. They do not diagnose, treat, cure or prevent any disease, nor are they medical devices. Before using any of these products, check with a doctor or other medical professional. They can diagnose sleep, breathing, neck, or circulation problems.
For whom are VivoSleep products designed?
They come recommended for healthy adults who wish to help promote normal sleep and recovery patterns. That encompasses anyone looking to promote breathing through the nose, alleviate daily tension in their neck, or simply improve their bedding. They are not intended for children and not intended as a substitute for medical treatment.
How do I place an order?
Select a product, pick any variant like size or color, and proceed to add it to your cart. Open the cart and keep on unloading. Enter Delivery Address and Payment Information and confirm. An order confirmation email will be sent to you within minutes. If it doesn't show up, check your spam folder.
Which payment methods can I use?
VivoSleep offers iDEAL, Visa, Mastercard, Maestro, American Express, Bancontact, Discover, Diners Club, PayPal, Apple Pay, Google Pay and Shop Pay payment options. The checkout will only display checkout modes that are available for your delivery address; options may vary across countries. All payments are accepted via the secure checkout of Shopify.
What is the acceptable currency for the payment?
VivoSleep shows prices in the currency you select in your country. The supported currencies are EUR, GBP, USD, CAD, AUD, NZD, CHF, SGD, HKD, JPY, KRW, MYR, ILS, and AED. To change, click the country selector in the header. Your bank may also charge a conversion or foreign transaction fee.
Is it possible to alter or cancel orders made?
You can email vivosupport@vivosleep.com as soon as possible with your order number to make changes to your order. After an order is shipped, it cannot be cancelled, however it can be returned within 30 days of the purchase date due to our guarantee.
Do you offer bundles or discount codes?
Yes. Promotional pricing and bundles can be displayed on the product and collection pages, depending on their availability during the promotion. Discount codes can be entered in the discount code box at checkout before payment is made. Codes are not applicable once the order is confirmed and should be added before the payment is finalized.
What is the delivery time?
Orders within North America are typically delivered within 3 to 7 business days. International deliveries may take between 5 and 10 days, depending on your location.
How can I follow up on my order?
An email with a tracking link will be sent to you once your parcel has left our warehouse. Another option is to go to the Track Order page on our website or visit vivosleep.com/tools/track. The first scan will take up to 24 hours and contacting support regarding a missing update should be made after a day.
What do I do if my parcel is lost, damaged or delayed?
You can send an email to vivosupport@vivosleep.com and include your order number and we will look into it with the carrier. It is rare, but sometimes the shipping carrier loses or damages a product before it is delivered. If the carrier has lost it and is unable to locate your package we will send you a new one for free. If it is damaged or defective, please send us a picture and we will send you a replacement or refund and cover the shipping.
Is VivoSleep packaging plastic-free?
Some products ship plastic free! Ask a Advocate regarding the specific product and we will let you know the packaging contents.
What is the money back guarantee for 30 days?
If you purchase a product that you no longer wish to have, you can return it within 30 days of receipt for a full refund. To begin, contact vivosupport@vivosleep.com with your order number, and we will provide you with instructions to return and the return address. We will process your refund for the original payment method once we receive the item.
What does it mean to initiate a return?
Please send an e-mail to vivosupport@vivosleep.com stating your order #, what you are returning, and the reason. We respond within 1 business day with a return address and instructions. Pack securely with the original packaging, put your order number on the inside of the pack, and hold on to any proof of postage until you are told, in writing, that your refund has been accepted.
When will I get my refund?
Once you return the item and it is verified, refunds will be provided in the same manner as payment was received. Depending on the provider, your bank or card issuer might take a few extra days to reflect the credit.
May I replace a product rather than obtain a reimbursement?
Yes, please email vivosupport@vivosleep.com with your order number and desired variant. Explain the reason for the replacement (such as wrong color or wrong mount type). You can send your original item back and we will send the preffered color/size. If the item you wish to swap for is more expensive, the difference is owed upon purchase.
Do my EU cancellation rights still apply?
Yes. If you are an EU consumer buying online, you have a statutory right to withdraw from your purchase within 14 days of delivery, subject to the legal exceptions for sealed hygiene products. VivoSleep's 30-day guarantee is offered in addition to that right and does not replace it!
Are VivoSleep products safe for all?
All products are not right for all. Conditions under which it should not be used are specified for each item in the sections above and in the instructions that accompany your order. If you are pregnant, diagnosed with a medical condition, on regular medication, or have an implanted device, consult a healthcare professional before using.
Am I able to use these products while I am pregnant?
Always consult the midwife/doctor before using the massage gun or the neck traction device. Nasal congestion is another symptom of pregnancy that can make the use of mouth tape inappropriate. Personal medical advice is more reliable than general product advice, as individual circumstances vary.
What should I do if a product causes discomfort?
Stop using it. If the skin is affected by tape or strips, wash the affected area with mild soap and water and remove the product. Stop immediately and seek medical attention if pain, dizziness, numbness or breathlessness develops. Thereafter, write to vivosupport@vivosleep.com to arrange for a return or refund.
