Help
Frequently asked questions
Everything you might want to know before ordering. Still stuck? Our team replies within one business day.
Products & research
The proof behind every vial, and the boundaries around its use.
What are Vivo products intended for?
Vivo products are supplied strictly for laboratory research. They are not for human or animal consumption and are not intended to diagnose, treat, cure, or prevent any disease.
What purity standard does Vivo require?
99% or higher. If a production lot does not meet that threshold, we do not release it.
How is each production lot verified?
Every production lot undergoes independent third-party analytical verification before release, including identity confirmation, purity analysis, potency quantification, and endotoxin testing.
Does every vial have a batch-specific Certificate of Analysis?
Yes. Every released lot is tied to its own Certificate of Analysis, so the documentation reflects the material in that production run, not a representative sample from another batch.
Where can I find a Certificate of Analysis?
Visit the Certificate of Analysis page and locate the report that matches the lot information on your vial. CoAs remain accessible outside your account, whenever you need them.
How do I read a Certificate of Analysis?
Start with the lot number, then review identity, purity, potency, and endotoxin results. The report also identifies the analytical methods and the independent laboratory responsible for verification.
How should unopened lyophilized products be stored?
Store unopened vials in a cool, dry place, protected from direct light, heat, and moisture. Refrigeration is not required while the product remains lyophilized.
Do you offer wholesale or bulk purchasing?
Yes. For larger research or institutional orders, visit our wholesale page to start a conversation.
Shipping & delivery
From California to the laboratory, with less time in between.
When will my order ship?
Orders placed before 10:00 a.m. Pacific Time, Monday through Friday, are processed and dispatched the same business day. Orders placed after the cutoff are processed the following business day.
What shipping services does Vivo offer?
UPS 2nd Day Air is our standard service. UPS Next Day Air is available at checkout for an additional charge.
Do you offer free shipping?
Yes. Orders over $200 receive complimentary UPS 2nd Day Air shipping.
Why does Vivo ship with an ice pack?
Lyophilized products do not require refrigeration during transit. We still cold-pack every order as an added measure against excessive heat and humidity, especially during warmer months.
Do you hold Thursday or Friday orders?
No. Eligible orders continue through our normal dispatch schedule. Each shipment is cold-packed to add protection during transit.
Where does Vivo ship?
We ship throughout all 50 states and U.S. territories. We cannot deliver to PO boxes or APO/FPO addresses.
Do you ship internationally?
Not at this time. Vivo currently ships only within the United States and its territories.
How can I track my order?
Tracking is sent automatically by email when your order is processed. Carrier updates may begin after UPS receives and scans the shipment.
Orders & support
Straight answers for checkout, changes, returns, and help.
What payment methods do you accept?
Vivo accepts Visa, Mastercard, and American Express.
Can I change or cancel an order after checkout?
Contact support@vivotoday.com as soon as possible. We will do our best to help, but changes and cancellations are no longer possible once a shipping label has been created.
Can I return an order?
Unopened, unused products in their original packaging may be submitted for return within three days of delivery. Opened products cannot be returned. Contact support@vivotoday.com before sending anything back.
What if my order arrives damaged, incorrect, or incomplete?
Contact support@vivotoday.com within seven days of delivery and we’ll make it right.
Is there a restocking fee?
No. Approved returns are not subject to a restocking fee.
Where can I see my order history?
Your complete order history is available through your Vivo account.
How quickly will support respond?
Our team responds within one business day. Reach us at support@vivotoday.com.