Shipping policy

Shipping Policy

At Agua Viva, we strive to ensure that your order is processed and shipped as quickly as possible. Please review the details below to understand our shipping process and what to expect when placing an order.

Shipping Coverage

At this time, we only ship within the contiguous United States. Orders to Alaska, Hawaii, and U.S. territories are currently unavailable, but we hope to have shipping to these areas soon. 

Processing & Shipping Times

• Orders are typically processed within 1-2 business days upon receipt (excluding weekends and holidays). Back-ordered or made to order items may take slightly longer.
  
• Once shipped, delivery times vary depending on your location and the shipping method selected at checkout.
  
• Shipping times given at checkout are estimated by the shipping carrier. Actual delivery time may vary slightly. This time reflects an estimated shipping time after your order has been packaged and processed. In some cases, orders placed on weekends and holidays may not be fulfilled until the next business day.
• Back-ordered products or products that are made to order may require a slightly longer processing time. 
• You will receive a tracking number via email once your order has been shipped.
• You may email customerservice@aguavivacare.com to inquire about the status of your order, however, the most up to date information should be provided through your order's  tracking information.

Shipping Rates & Carriers

• Shipping rates are calculated at checkout based on your package weight and selected shipping method. 
• We partner with several shipping carriers to ensure reliable and timely delivery.
• Shipping times are estimations only, actual shipping time may vary slightly.

Order Changes & Cancellations

• Once an order has been placed, we begin processing it right away. Because of this, we cannot guarantee changes or cancellations after the order has been confirmed. If you need assistance, please contact us at customerservice@aguavivacare.com as soon as possible. 
• We will try our best to accommodate; however, if your order has already shipped, we will not be able to cancel or make changes to your order. 
  
• Due to the nature of our products, we do not allow returns. Please view our full Refund Policy. 
  

Lost, Stolen, or Delayed Packages

• If your package is marked as delivered but you haven’t received it, please check with neighbors, household members, or your local post office.
• Agua Viva is not responsible for lost or stolen packages once they have been marked as delivered by the carrier.
• If your package is delayed or missing, please reach out to the shipping carrier directly for assistance. If you need additional help, please contact us at customerservice@aguavivacare.com, and we will do our best to assist you.

Incorrect Shipping Address

• Please ensure that your shipping address is correct at checkout.
• If an incorrect address is provided and the package is returned to us, the customer will be responsible for any additional shipping fees to resend the package.

Contact Information

For questions regarding this policy, please contact us at: