LEGAL
Refund & Shipping
Refund Policy
Effective Date: September 25, 2026
Prescription medications are prepared and dispensed specifically for individual patients and generally cannot be returned for reuse or resale. For this reason, prescription product sales are final once fulfillment has begun, except where otherwise required by law or expressly stated below.
Prescription Medications
Once a prescription has been approved and fulfillment has begun with the dispensing pharmacy, the order generally cannot be canceled, returned, exchanged, or refunded.
Prescription medications cannot be returned for resale or reuse.
If you believe:
- You received the wrong medication;
- The pharmacy dispensed an incorrect product or dosage;
- Your shipment arrived damaged;
- Your shipment is missing items;
- Your order was lost in transit; or
- You were charged incorrectly,
please contact us promptly at:
We will work with the applicable pharmacy, shipping carrier, or payment provider to investigate the issue and determine the appropriate resolution.
Do not use medication that appears damaged, tampered with, incorrect, or otherwise unsafe. Contact VIVIE for assistance.
Medical Consultation Fees
Fees associated with a medical consultation or clinical evaluation are non-refundable once the healthcare practitioner has begun or completed the applicable medical review or consultation.
Payment for a consultation does not guarantee that you will receive a prescription or any particular treatment.
Healthcare practitioners affiliated with Wasef Health independently determine whether treatment is medically appropriate based on your health information and their professional clinical judgment.
If a Healthcare Provider determines that you are not eligible for a requested treatment, any refund eligibility will depend on whether the consultation or clinical evaluation has already been performed and the terms presented at checkout.
Cancellations Before Fulfillment
If you wish to cancel an order, contact us as soon as possible at:
We cannot guarantee cancellation after a prescription has been sent to or accepted by the dispensing pharmacy.
If fulfillment has not yet begun, we will determine whether the order can be canceled and whether any applicable product or fulfillment charges can be refunded.
Medical consultation fees may remain non-refundable if the medical evaluation has already occurred.
Subscription and Recurring Treatment Plans
Canceling a recurring treatment plan prevents future renewals according to the cancellation terms presented with your plan.
Cancellation does not automatically cancel or refund:
- A prescription already submitted for fulfillment;
- Medication already being prepared or dispensed;
- An order already shipped; or
- A medical consultation that has already occurred.
To request cancellation of a recurring plan, use the cancellation method available through your account or contact:
Damaged, Incorrect, or Missing Orders
If your shipment arrives damaged, contains an incorrect item, or is missing an expected item, contact us as soon as reasonably possible.
Please retain:
- The medication and packaging;
- The shipping box or mailer;
- The pharmacy label;
- Any damaged materials; and
- Photographs showing the issue, where appropriate.
Do not discard the affected product or packaging until you receive instructions.
Depending on the circumstances, VIVIE may coordinate with the dispensing pharmacy or carrier regarding a replacement, reshipment, refund, or other appropriate resolution.
Delayed or Lost Shipments
If tracking indicates that your shipment has been significantly delayed, lost, or delivered but you have not received it, contact:
We will assist you in coordinating with the applicable pharmacy or shipping carrier.
Resolution options may vary depending on the circumstances and the applicable pharmacy or carrier policies.
Refund Processing
Where a refund is approved, it will generally be returned to the original payment method unless another method is required.
The amount of time required for the refund to appear in your account may depend on your bank, card issuer, or payment provider.
Your Legal Rights
Nothing in this Refund Policy limits any refund, cancellation, replacement, or other consumer right that cannot legally be waived.
Contact Us
For refund, cancellation, damaged-order, or billing questions, contact:
VIVIE LLC
30 N Gould St, Ste R
Sheridan, WY 82801
United States
Email: support@thevivie.com
Shipping Policy
Effective Date: September 25, 2026
This Shipping Policy explains how prescription orders facilitated through VIVIE are processed, fulfilled, shipped, and tracked within the United States.
VIVIE LLC (“VIVIE”) is not a pharmacy. Prescription medications are dispensed and shipped by independent licensed pharmacy partners after an appropriately licensed healthcare practitioner determines that treatment is medically appropriate and issues a prescription.
Order and Prescription Processing
Submitting an order or completing checkout does not mean that a prescription has been issued or that fulfillment has begun.
Before a prescription medication can be shipped:
- You must complete any required medical intake or consultation.
- A healthcare practitioner affiliated with Wasef Health must review your information.
- The healthcare practitioner must determine that the requested treatment is medically appropriate.
- A valid prescription must be issued.
- The dispensing pharmacy must receive and accept the prescription for fulfillment.
Additional medical information, identity verification, laboratory testing, or a live telehealth visit may be required before a prescription can be issued.
These requirements may affect the amount of time needed to process your order.
Fulfillment Times
Once your prescription has been approved and accepted by the dispensing pharmacy, the pharmacy will begin preparing your order.
Fulfillment times vary depending on factors including:
- The dispensing pharmacy;
- The medication prescribed;
- Medication availability;
- Prescription volume;
- Weekends and holidays;
- Weather;
- Carrier delays; and
- Other circumstances outside VIVIE's control.
Any processing or delivery estimate presented on the Platform or at checkout is an estimate unless expressly stated otherwise.
Shipping and Delivery
Prescription medications are shipped directly by licensed pharmacy partners.
Shipping methods and carriers may vary depending on the pharmacy, medication, destination, and applicable shipping requirements.
Certain medications may require specific packaging, expedited shipping, temperature control, or other special handling.
Multiple Shipments
If your treatment plan or bundle includes products fulfilled by different pharmacies or fulfillment partners, you may receive your order in more than one shipment.
Different shipments may:
- Arrive on different dates;
- Have separate tracking numbers;
- Use different shipping carriers; and
- Arrive in different pharmacy packaging.
This does not necessarily mean that part of your order is missing.
Shipping Rates
Any applicable shipping charges will be disclosed before your purchase is completed.
Depending on the treatment or plan selected, shipping may be included in the displayed price or charged separately.
Shipment Confirmation and Tracking
When tracking information is available, you may receive a shipment confirmation by email, SMS, through your account, or through another communication method associated with your order.
Tracking information may take some time to become active after the carrier receives the shipment.
Carrier tracking information is controlled by the applicable shipping carrier and may not always update immediately.
Delivery Address
You are responsible for providing a complete and accurate shipping address.
Please review your shipping information carefully before submitting an order.
Because prescription medications may be prepared specifically for you and shipped promptly after dispensing, we cannot guarantee that an address can be changed once fulfillment has begun.
If you notice an address error, contact:
as soon as possible.
Delivery Delays
Delivery estimates are not guaranteed unless expressly stated otherwise.
Shipments may be affected by circumstances including:
- Severe weather;
- Natural disasters;
- Carrier disruptions;
- Holidays;
- High pharmacy volume;
- Medication availability;
- Incorrect or incomplete addresses;
- Transportation disruptions; or
- Other circumstances beyond reasonable control.
Damaged Shipments
If your prescription shipment arrives damaged, opened, leaking, tampered with, unusually warm or cold where temperature may affect the medication, or otherwise appears unsafe:
Do not use the medication until you have received appropriate instructions.
Contact VIVIE promptly at:
Please retain the medication, original shipping container, packaging materials, pharmacy label, and any damaged items.
We may request photographs or additional information so that we can coordinate with the dispensing pharmacy or shipping carrier.
Lost or Missing Shipments
If your tracking information indicates that your package has been delivered but you cannot locate it, or if your package appears lost or significantly delayed, contact us at:
We may ask you to verify the shipping address and other order information before coordinating with the carrier or dispensing pharmacy.
Replacement or refund eligibility will depend on the circumstances, applicable pharmacy policies, carrier findings, and applicable law.
Prescription Packaging
Prescription medications are dispensed and packaged by the applicable licensed pharmacy.
Accordingly, medications may arrive in the pharmacy's own packaging and labeling rather than VIVIE-branded packaging.
Packaging may vary depending on the medication and dispensing pharmacy.
United States Shipping Only
VIVIE currently facilitates prescription fulfillment only for eligible patients located within the United States and in jurisdictions where the applicable healthcare practitioner and pharmacy are legally authorized to provide the requested services.
We do not currently offer international prescription shipping.
Changes or Cancellations After Fulfillment Begins
Once a prescription has entered pharmacy fulfillment, we cannot guarantee that an order can be:
- Canceled;
- Redirected;
- Recalled;
- Changed; or
- Refunded.
Please contact us as soon as possible if you need assistance with an order.
For additional information regarding cancellations and refunds, please review our Refund Policy.
Contact Us
For questions about shipping, fulfillment, tracking, or delivery, contact:
VIVIE LLC
30 N Gould St, Ste R
Sheridan, WY 82801
United States
Email: support@thevivie.com