Table of Contents
About Purchases
Q: I just registered, why don’t I see my 10% off coupon?
A: The 10% off coupon code will be sent to your email address after completing the registration process. Please check your inbox and spam/junk folders for the coupon email.
Q: When I try to check out I get a message that says, “Some items in your cart can’t be shipped to the address you entered. Review your address to ensure that all fields have been entered correctly and try again.” Why am I unable to complete my purchase?
A: This error typically occurs when we are out of stock for certain items in your cart or need additional information about your order. Please contact our customer support team by emailing official@vivosun.com, calling or texting us at 888-505-8486. Provide a screenshot or list of the items in your cart, and we will investigate the issue promptly.
Q: I live in Canada. Do you ship to Canada?
A: Currently, our site can only process orders for shipping within the United States. However, Canadian customers can purchase our products through our Amazon store or through vivosun.ca.
Q: I want to be a wholesaler of your products! How can I connect with your team?
A: We welcome inquiries from potential wholesalers. Please contact us by emailing official@vivosun.com, calling or texting us at 888-505-8486. Provide details about the products you are interested in and your estimated order quantities. We will review your inquiry and forward it to the appropriate department.
About Packages and Tracking
Q: Can I choose a specific carrier for shipping?
A: We’re sorry but we cannot offer carrier selection at this time. Our shipping method is determined by the destination and weight of the package, which ultimately determines which carrier we use. Our current carriers are USPS, UPS, and FedEx, depending on the product size and destination.
Q: The tracking shows “Delivered” but I haven’t received my product. Why does it say that my package has been delivered?
A: Please check around your home or building, or with neighbors. Sometimes, your packages may have been left at your backdoor, hidden behind bushes, or at the address next door. If you cannot find your package, please contact us at official@vivosun.com with your order number and we will try our best to help you. You can also call or text us at 888-505-8486.
Q: I have only received one or two items of my order but my tracking number says everything has been delivered. Why are some items missing?
A: Your order may have been shipped from multiple warehouses, each housing different products. As a result, you’ll receive separate packages with individual tracking numbers, even though our system only generates one or two tracking numbers for the entire order. If you haven’t received all your products and need the remaining tracking numbers, please email us at official@vivosun.com with your order number, and we’ll contact the distribution centers to provide the additional tracking information. You can also call or text us at 888-505-8486.
Q: I received the wrong items. How do I return them?
A: We apologize for the mix-up. Please email us at official@vivosun.com or call/text us at 888-505-8486 with your order number, and we’ll initiate the return and exchange process. In your email, please include photos of the incorrect product you received, including any sticker labels on the shipping box. This information will help us investigate the issue with our warehouses and distribution centers.
Q: I purchased a Vivosun product through Amazon, but you’re unable to help me with my issue. Why?
A: If you purchased a Vivosun product through Amazon, you’ll need to contact our Amazon support team at support@vivosun.com. We have separate systems for different distribution platforms due to their unique operational requirements.
Q: I purchased a Vivosun product on Amazon, with Amazon as the seller. Why can’t you help me with returns?
A: We can only offer warranties for products purchased directly from Vivosun, not from third-party resellers like Amazon. For any warranty issues or returns on products purchased through third-party sellers, you’ll need to contact their customer support team.
All About Growing
Q: Why should I start growing at home?
A: That’s a great question, and we’re glad you asked! Here are a few bullet points for you to consider:
- You’ll save money and time in the long run
- You can manage your own medicine
- You will know and can control what goes into your cannabis
- You’ll have a consistent supply
- You’ll be able to control your cannabis’ quality
- Find some more reasons here! [Link to blog]
Q: Where can I find more information on growing?
A: Are you searching for the right growing guide? Are you unsure about all of the information online? Check out our growing guide! We have professional articles that will answer all of your growing and equipment questions. If you don’t find your answer on our website, please contact us! We’d love to help you out and maybe your questions will help us post more information so others can find the help they need, too.
Q: What equipment do I need for growing indoors?
A: At a bare minimum, you’ll need the following:
- A growing space, specifically a grow tent
- Lighting
- Ventilation, including an inline fan
- Ducting
- A pH control kit
- Accessories that can help a lot but are not necessary include a carbon filter, trellis netting, oscillating fans, trimmers, soil testers, thermometers, heating pads, green-lens glasses, and a bunch of other great products!
Some Other Common Questions
Vivosun Grow Tents
Q: I am having trouble setting up my tent—I have received all of the right pieces but I’m still having trouble. Do you have any advice?
A: After you have built the frame we recommend you unzip and open the tent up as much as possible. Then you can place the frame in the bottom of the (unzipped) tent, pull the rest of the tent up around the frame, and zip it up. If you only unzip the door you’ll have a lot of trouble pulling the tent canvas over the frame. We also recommend you assemble the tent on its side and then slide the frame into the canvas while it’s sideways and then tilt the tent up. This is so much easier to do, especially if you are putting the tent together by yourself.
Q: My tent zipper is stuck and is difficult to pull.
A: We recommend lubricating the zipper with soap or wax.
Vivosun Ventilation
Q: Should the filter and fan be connected to the ducting?
A: There are a number of ways you can organize your ventilation system. We recommend putting the fan outside of the grow tent and the filter inside the tent. Connect the two together with ducting and pull air through the filter and vent it out of the tent. This creates a negative pressure in the grow space so you know your filter is working efficiently.
Q: Can the carbon in the filter element be replaced?
A: Unfortunately, the carbon cannot be replaced. Please do not try to wash the filter with water, as this will ruin the carbon. Potentially, you can try to clean the carbon by running fresh air through the filter for a few hours, but carbon filters will eventually need to be replaced, usually every grow cycle.
Q: Can this be used as a paint booth ventilation fan? If a filter is placed before it.
A: Do NOT use our fan with air containing corrosive, volatile, or flammable chemicals as it incurs a risk of fire.
Vivosun Dehumidifier
Q: Why is my dehumidifier not operating?
A: Our dehumidifier is set to operate at over 85%–the higher the humidity the better the result!
Q: My dehumidifier is displaying that it is full but I checked the tank and it is empty. What is the problem?
A: Please check the sensor in the tank and check whether there is something wrong with the tank. Make sure that the sensor is not broken and is situated correctly. After you have checked whether there is a problem, please contact us at official@vivosun.com or call/text us at 888-505-8486.
Vivosun Heat Mat
Q: Is your heat mat waterproof?
A: Please be aware, the heat mat cannot be submerged in water! After all, it is an electrical appliance with a power plug. The mat is waterproof, with a waterproof grade of IP67. If you spill water on it, it will continue to operate normally but please clean any water off of the mat as soon as you can.
Q: Is there a minimum temperature requirement for the heat mat? For example, can it be used at -10°F(-23°C)?
A: The heat mat may not operate at these lower temperatures. The low-end temperature resistance of the heat mat material (PVC) is -4°F (-20°C).
Q: Can the thermostat control more than one heat mat?
A: The thermostat has one sensor only, so we recommend using one thermostat with one heat mat.
Vivosun pH Meter
Q: Why isn’t my pH meter working?
A: The pH meter will only operate when placed in water, then the pH reading will be displayed. Please let the pH meter read the liquid for about 15 seconds before withdrawing it.
Q: My pH meter is displaying “ERR”. What does “ERR” mean?
A: It is likely that the pH electrode is dried out. Immerse the electrode in distilled water for about 10 minutes and then it should work again.
General Questions
Q: Where can I find a Vivosun product manual?
A: All Vivosun product manuals are available in paper form, which you can find in the package you purchased, and in electronic form, which you can find and download by clicking here. If you have any questions, please feel free to contact our customer service online or call/text us at 888-505-8486.
As always if you have any questions you can message our Instagram or Facebook and we’ll be glad to help you out! We’re happy you’re on this journey and we want to help in any way we can.
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