FAQs

Vivera is a global online marketplace offering physical and digital products.

Depending on the Product, purchases may be:

• shipped to your delivery address;
• delivered digitally through your Vivera Account; or
• fulfilled directly to your game, platform, or service account.

Vivera is operated by Vivera Solutions Co., Ltd., a company registered in Thailand.

Vivera is operated by Vivera Solutions Co., Ltd., a company registered in Thailand.

Full company information is available in the footer of our website.

Vivera serves customers internationally.

Product availability may vary depending on:

• country or region;
• Supplier availability;
• payment-method availability;
• shipping availability;
• Product restrictions;
• platform or account-region requirements; and
• applicable laws or regulations.

Please check the applicable Product page and checkout for availability.

Yes.

A Vivera Account is required to place an Order. Vivera currently does not offer guest checkout.

You can register using your email address and create a password.

You must also review and accept Vivera's Terms & Conditions before completing registration.

Normally, one individual should maintain one individual Account and one business should maintain one business Account.

Creating multiple Accounts to bypass purchase limits, verification requirements, promotions, or Account restrictions is not permitted.

Additional verification may be required for reasons such as:

• unusually large purchases;
• unusual Account activity;
• high-risk transactions;
• payment-security checks;
• Business Customer onboarding; or
• fraud-prevention requirements.

Verification helps protect both Customers and Vivera from unauthorized transactions.

An Order is normally accepted after:

• your payment has been successfully confirmed; and
• any required verification has been completed.

You can check the status of your Order through your Vivera Account.

Please contact Vivera as soon as possible.

Whether an Order can be changed depends on its fulfilment status.

Digital Products may be processed very quickly, so changes may no longer be possible once fulfilment has started.

For Physical Products, changes are generally easier before the Order has been dispatched.

Vivera aims to prevent unavailable Products from being purchased.

However, if a Product unexpectedly becomes unavailable after your Order is accepted, we will attempt to resolve the issue.

If we are unable to fulfil the Product, the affected Product or Order may be cancelled and an appropriate refund will be arranged.

Yes.

Physical Products in the same Order may be shipped separately if they are supplied from different locations, Suppliers, or fulfilment centres.

Separate tracking information may be provided for each shipment.

Available payment methods are shown during checkout.

Options may vary depending on:

• country or region;
• currency;
• Product;
• transaction amount; and
• Payment Provider.

Available currencies will be shown during checkout.

Supported currencies may vary depending on your location, Product, and selected payment method.

A payment may remain pending while confirmation is being received from the Payment Provider.

A pending Order may remain in this status for up to 12 hours.

If payment remains unconfirmed after 12 hours, the Order may automatically be cancelled.

Vivera will investigate the transaction.

Depending on the circumstances and Product availability, we may:

• reinstate the Order where possible; or
• arrange an appropriate refund or payment reversal.

Please contact Vivera support with your Order and payment information.

If a duplicate payment is confirmed, the duplicate amount will be refunded or reversed as appropriate.

Depending on the Product, digital delivery may occur by:

• making a Digital Code or other Product available through your Vivera Account; or
• completing a Direct Top-Up to the game, player ID, server, platform, account, email address, or other destination you provide.

Most Digital Products are normally fulfilled within approximately 5 to 10 minutes after successful payment and completion of any required verification.

Actual fulfilment time may vary depending on Supplier systems, APIs, game platforms, Product availability, and system conditions.

If your Digital Product has not been delivered after approximately 30 minutes, you may contact Vivera support.

A delay longer than 30 minutes does not necessarily mean that your Order has failed. We will check the fulfilment status for you.

Digital Codes are made available through your Vivera Account.

Please log in and check your Order history or the relevant Order page.

Currently, Customers should check their Vivera Account and Order status after placing an Order.

Vivera plans to introduce additional automatic delivery notifications in the future.

Once Vivera receives successful fulfilment confirmation from the applicable Supplier or fulfilment system, the Order will normally show as Completed in your Vivera Order history.

A Digital Order may remain in Processing because of:

• Supplier delays;
• API issues;
• temporary Product shortages;
• game or platform maintenance;
• system errors;
• manual verification; or
• other temporary fulfilment issues.

Vivera may continue investigating or retrying fulfilment where appropriate.

If a Digital Product remains unfulfilled for more than 24 hours after successful payment and completion of required verification, Vivera will investigate the Order and determine the appropriate resolution.

Depending on the circumstances, this may include:

• retrying fulfilment;
• replacement;
• cancellation; or
• refund.

Please carefully check all required fulfilment information before confirming your Order.

Depending on the Product, this may include:

• player ID;
• game ID;
• server ID;
• character ID;
• account ID;
• email address;
• telephone number;
• platform;
• country or region; and
• denomination.

If you provide incorrect information and the Product is successfully and irreversibly delivered to the destination you provided, Vivera will normally be unable to reverse, transfer, replace, or refund the completed fulfilment.

Please carefully check all information before confirming your purchase.

Please contact Vivera support.

We will investigate the Order and provide an appropriate remedy in accordance with our Return & Cancellation Policy.

Some Products only work with specific:

• countries;
• regions;
• platforms;
• games;
• account types; or
• currencies.

Please check the Product description and compatibility information carefully before purchasing.

Please contact Vivera support as soon as reasonably possible.

We recommend reporting Digital Code issues within 24 to 48 hours after delivery where possible.

Please provide:

• your Order number;
• the error message;
• screenshots where available; and
• any other relevant information.

Vivera will investigate using available Supplier, delivery, redemption, and transaction records.

If available evidence confirms that the code was already used or invalid before it was delivered to you, we will provide an appropriate remedy.

Where possible, Vivera will normally provide a replacement.

If a suitable replacement cannot be provided, an appropriate refund will be arranged.

Once a Digital Code has been successfully delivered, you are responsible for keeping the code and your Vivera Account secure.

Vivera will generally not be responsible for unauthorized use caused by:

• sharing the code;
• publishing the code;
• giving the code to another person;
• compromised Customer credentials; or
• other misuse after successful delivery,

unless the issue was caused by Vivera.

Physical Product Orders normally require approximately 1 to 3 Business Days for processing after successful payment and completion of any required verification.

Business Days are Monday through Friday, excluding public holidays observed in Thailand.

Courier transit time varies depending on factors such as:

• destination;
• courier;
• shipping service;
• customs processing;
• local delivery network;
• Product size or weight;
• weather;
• public holidays; and
• other logistics conditions.

For this reason, Vivera does not guarantee a fixed courier transit time unless a guaranteed service is specifically offered.

Yes. Once your Order has been handed to the courier, Vivera will update the Order and provide the applicable tracking ID where tracking is available.

Vivera may use different courier and logistics providers depending on the Product, destination, Supplier, parcel size, weight, and available shipping services.

Applicable shipping charges will be shown during checkout before you complete your purchase.

Free or discounted shipping may be available for selected Products or promotions.

Please contact Vivera as soon as possible.

Address changes can normally be made before dispatch.

Once the parcel has been handed to the courier, address changes depend on the courier's capabilities and additional charges may apply.

If delivery fails because of incorrect or incomplete information provided by the Customer, reasonable additional charges may apply for:

• redelivery;
• reshipping;
• return shipping;
• address correction; or
• courier handling.

Please contact Vivera if your parcel appears to be lost.

Vivera will investigate with the applicable courier.

If the parcel is confirmed as lost before successful delivery, an appropriate replacement or refund will be provided depending on the circumstances.

International shipping may be available depending on the Product and destination.

Availability depends on factors including:

• Product type;
• Supplier;
• destination;
• courier availability;
• import or export restrictions; and
• applicable laws.

Available shipping options will be shown through the Product page or checkout where applicable.

For international Physical Product deliveries, customs duties, import taxes, clearance fees, brokerage fees, or other local charges may apply.

Unless Vivera expressly states that these charges are included, they are normally the Customer's responsibility.

Vivera does not generally accept returns of correctly supplied, non-defective Physical Products solely because the Customer changed their mind or no longer wants the Product.

This does not affect any mandatory consumer rights that may apply.

Please contact Vivera as soon as reasonably possible.

Eligible damaged, defective, incorrect, or incomplete Physical Product issues should generally be reported within 7 days after recorded delivery.

Vivera will investigate and determine the appropriate remedy.

Depending on the issue, Vivera may request:

• photographs;
• video;
• Unboxing Video;
• Product packaging;
• serial number;
• shipping label;
• Order number; and
• a description of the problem.

If the return is caused by a confirmed defect, damage, incorrect Product, or another error attributable to Vivera, Vivera will normally cover reasonable approved return-shipping costs.

If Vivera voluntarily accepts a return caused by Customer error, the Customer may be responsible for applicable return or reshipping costs.

A Physical Product Order may be cancelled before dispatch where there is a reasonable reason and cancellation remains operationally possible.

Please contact Vivera as soon as possible.

Cancellation may be possible before fulfilment has started or become irreversible.

Once a Digital Code has been generated or delivered, or a Direct Top-Up has entered irreversible fulfilment, cancellation may no longer be possible.

Vivera will investigate the fulfilment status.

Where appropriate, we may retry the transaction.

If fulfilment still cannot be completed, an appropriate refund will be provided.

Vivera aims to complete ordinary cancellation, return, and refund investigations within approximately 2 to 7 Business Days after receiving sufficient information to investigate the claim.

Complex cases involving Suppliers, couriers, Payment Providers, banks, or other third parties may require additional time.

Where a Physical Product must be returned, Vivera will normally process an approved refund after:

• the returned Product has been successfully delivered to the designated return location;
• the Product has been reasonably inspected; and
• refund eligibility has been confirmed.

Approved refunds are normally returned to the original payment method used for the transaction.

For security and compliance reasons, Vivera generally does not redirect refunds to unrelated cards, bank accounts, wallets, payment methods, or third parties.

A full refund will normally be based on the amount actually charged and paid for the affected Product or Order.

If a Product was purchased at a discounted or promotional price, the refund will normally be based on the amount actually paid.

Vivera normally refunds only the amount actually charged by Vivera.

Independent charges imposed by your bank, card issuer, wallet provider, or other financial institution, such as foreign exchange fees or international transaction fees, are generally outside Vivera's control unless applicable law requires otherwise.

After a refund is approved, Vivera generally aims to process or submit it within approximately 3 to 7 Business Days.

Your bank, card issuer, wallet provider, or Payment Provider may require additional processing time before the funds appear in your account.

Yes.

Vivera supports both individual and Business Customers.

Businesses purchasing through the standard Vivera store are generally subject to the applicable standard purchasing limits and verification requirements.

Business Customers seeking higher-volume, wholesale, reseller, API, or customized purchasing arrangements may contact Vivera.

Additional requirements may include:

• KYC or KYB;
• company registration information;
• authorized representative information;
• compliance verification; and
• a separate business agreement.

You can contact Vivera through the official Contact Us channels available on our website and store.

Available channels may include:

• Contact Us form;
• email;
• LINE; and
• WhatsApp.

Please provide:

• your Order number;
• relevant Account information;
• Product details;
• a description of the issue; and
• any relevant screenshots, error messages, photographs, or tracking information.

Never send your Vivera password and digital code through customer-support channels.

For complete information, please review Vivera's:

• Terms & Conditions
• Privacy Policy
• Return & Cancellation Policy
• Delivery Policy

If there is any conflict between this FAQ and an applicable Vivera Policy or Product-specific condition, the applicable Policy or condition will govern, subject to mandatory applicable law.