Customer Service

Customer Service Charter & Support Hub

At TVIVA, our commitment to premier client care and absolute merchant transparency forms the cornerstone of our operational philosophy. We understand that acquiring artisanal minimalist decor requires trust, which is why we guarantee that every consumer inquiry, logistics verification, or post-purchase support request is handled by a dedicated, authentic human professional within a strict 24-business-hour framework.

1. Primary Communication Gateways

To ensure open and unhindered access to our support desk, you may contact our centralized team through any of the verified channels listed below. We do not utilize automated bots for unresolved inquiries; you will always correspond with a trained service specialist.

  • Official Support Email: info@tviva.shop
  • Direct Customer Care Telephone: +61 (489) 914478
  • Corporate Headquarters Address: VINS FARM PTY LTD, 122 Colebrook Rd, RICHMOND, TAS, 7025, Australia[cite: 2]

2. Service Level Agreements (SLA) & Response Times

We respect your time and operate under strict, fully transparent response timelines to eliminate ambiguity or anxiety regarding your order status:

  • Standard Operational Hours: Monday through Friday, 9:00 AM to 6:00 PM (Singapore Standard Time / SGT).
  • Email Response Guarantee: All emails received at info@tviva.shop within standard operational hours are evaluated and answered within 24 hours. Inquiries submitted over weekends or public holidays are prioritized and processed first on the following Monday morning.
  • Telephony Availability: Live agent phone support is active during our standard weekday operating hours. If lines are busy due to high call volumes, please leave a detailed voicemail with your order number, and an agent will call you back within 12 business hours.

3. Order Modifications & Cancellation Windows

To maintain our rapid 1-3 business days processing commitment, our automated fulfillment network transitions orders into packaging lines quickly. Therefore, structural modifications are bound by the following timelines:

  • Cancellations: You may request a full, unconditional cancellation within 6 hours of order placement. Send an urgent email to info@tviva.shop with the subject line "URGENT: CANCEL ORDER [Your Order Number]".
  • Address Corrections: If you notice an error in your unit number or delivery address, notify us within 12 hours of purchase. While we make every honest effort to intercept packages before courier hand-off, TVIVA cannot alter shipping documentation once the physical parcel has left our regional staging centers.

4. Delivery & Real-Time Tracking Support

All TVIVA parcels destined for Singapore are routed via secure, authenticated international carrier networks. Within 48 hours of your package departing our facility, an automated shipment confirmation email containing an active end-to-end tracking link will be delivered to your inbox.

If your tracking records show no movement for more than 5 consecutive business days, or if the estimated 7-13 business days transit window has been exceeded due to regional customs checks, contact our desk. We will immediately launch a formal log track claim with the carrier and keep you informed daily until delivery is verified.

5. Transit Damage & Defect Resolution Protocol

Our ceramic collections are composed of  natural kiln-fired clay, making them structurally rigid but susceptible to severe high-impact transit accidents. We utilize robust form-fitted styrofoam casings to mitigate this, but if your item arrives damaged, our resolution process is seamless:

  1. Do not discard the external cardboard box or the interior packaging materials.
  2. Take a clear, unedited photograph of the physical fracture, crack, or defect, alongside the shipping label affixed to the box.
  3. Email these visual records to info@tviva.shop within 48 hours of delivery signature.
  4. Upon verifying the transit defect, our team will dispatch a priority replacement item or issue a full refund back to your original payment card within 10 business days, completely free of any extra charges.

6. Corporate Accountability & Escalation Pathway

TVIVA is an independent premium retail brand fully managed and backed by the corporate governance framework of our parent enterprise:

  • Corporate Legal Entity: VINS FARM PTY LTD[cite: 2]
  • Statutory Identifiers: ACN: 697 498 794 / ABN: 37 697 498 794[cite: 2]
  • Managing Governance Director: BAILEY JAC CHIRCOP[cite: 2]

If you feel your customer service representative has not resolved your matter in full accordance with our published Shipping, Refund, or Payment Policies, you have the absolute right to request management escalation. Simply ask your agent to transfer your support ticket to our Compliance Lead, who will personally review the case files to ensure complete corporate fairness.