FAQs

If you need any assistance or just want to chat about Vivoo, don't hesitate to send an email to letstalk@vivoo.io. Our Customer Happiness Team is always here to assist you with anything you need. Looking forward to hearing from you!

The user’s manual is included in your Vivoo package. You can access the user’s manual online here.

Vivoo urine tests have a shelf life of 18 months from the date of production. It’s important to avoid using the product beyond its expiration date for the most reliable results. You can find the expiration date of your tests printed on the back of the Vivoo test package.

You can contact our Customer Happiness Team at letstalk@vivoo.io, and we'll be more than happy to send you a replacement as quickly as we can! 🚀

Unfortunately, we can’t change your subscription type. If you want, you can cancel your existing subscription and then purchase a new subscription package. 

To cancel your subscription, log in to your account on our website and go to "My Account". Click on "Subscriptions" on the left side of the page, which will take you to an option to cancel your subscription. Once you’ve chosen the Cancel button, you can submit a form to cancel your subscription and our team will get back to you to fulfill your request. 

Make sure that you cancel your subscription at least 24 hours before the end of your subscription to not be billed the following subscription fee. Alternatively, you can contact us by sending an email to letstalk@vivoo.io. We’re more than happy to assist you in making the necessary changes.

If you’d like to cancel your subscription, just log in to your account on our website and head to "My Account". From there, click on "Subscriptions" on the left side of the page. You’ll see an option to cancel just hit the Cancel button and fill out the short form that pops up. Our team will take it from there and follow up to complete your request.

To avoid getting charged for the next billing cycle, make sure to cancel at least 24 hours before your subscription renews. If you run into any issues or need help pausing or canceling your subscription, feel free to email us at letstalk@vivoo.io. You can also check out our Terms and Conditions for more details.

Once you subscribe to Vivoo, you'll start getting Vivoo packages with the subscription of your choice delivered to your doorstep. For instance, if you bought a 3-month subscription, you can expect a Vivoo package every 3 months unless you cancel your subscription. 

You will keep getting shipped Vivoo Boxes unless you choose to cancel your subscription. If you want to modify your subscription, remember to make the changes before your next scheduled Vivoo Box shipment.

We usually deliver within 3–10 business days, depending on where you are.

Your order will be shipped via USPS, UPS, or DHL. We'll choose the best option for your location.

Keep in mind, shipping times are estimates and can sometimes take a bit longer.

All orders are processed and shipped from Mondays to Fridays, excluding holidays. Orders placed over the weekend will be dispatched on Mondays. However, please note that delivery times may be subject to change due to national holidays in your country.

To update your shipping address, please send an e-mail to letstalk@vivoo.io with your new shipping address. Our Customer Happiness Team will be happy to help you as soon as possible.

Our policy is for 30-day refunds. If, for any reason, you're not happy with your product, you have a whole month from the delivery date to request a full refund. 

Keep in mind that our 30-day refund policy is not available for subscription renewals. To avoid any inconvenience, make sure to cancel your subscription before your subscription period comes to an end. Unfortunately, we are unable to make any exceptions in this regard.

For the extended version, here is the link to our Refund Policy.

If you haven't received your refund, please get in touch with us first at letstalk@vivoo.io. Sometimes, the issue may not be related to our company. If the problem is caused by another party, here are some steps you can take to troubleshoot:

• Double-check your bank account to ensure that the refund hasn't been credited.
• Contact your credit card company, as it may take some time before the refund is officially posted to your account.
• Reach out to your bank, as there might be a processing delay before the refund appears on your account.
• Keep in mind that refunds often take some time to fully process.

If you've followed all of these steps and still haven't received your refund, please don't hesitate to contact us again at letstalk@vivoo.io. We are here to assist you and resolve the matter promptly.

To return your product, please send it to the following address: 44 Tehama Street, Suite 409, San Francisco, CA 94105, USA. 

Please note that you are responsible for the shipping costs incurred when returning the item, and that these costs are non-refundable. In the case of a refund, the amount will be adjusted to account for the return shipping expenses.

The delivery time for your exchanged product may vary based on your location.

For items with a value exceeding $50, we recommend using a trackable shipping service or purchasing shipping insurance.

Yes, but only for specific products. You can use your HSA/FSA to purchase the pH Test and Vaginal pH Test.

You can take your test even if you’re on your period. However, it is advisable to avoid collecting the initial urine stream, as a high red blood cell count may potentially affect urine analysis values. To do this, use the strip at mid-stream.

Your body goes through lots of changes when you’re pregnant to ensure your child’s well-being. This process can cause changes in your body according to certain wellness parameters, altering the usual value range. While you may continue to seek personalized advice from the Vivoo App, we advise against using it for interpreting your test results when pregnant.

Your overall wellness score represents a comprehensive analysis of your daily habits and recent Vivoo metrics. While your Vivoo results are great, it's important to be mindful of certain unhealthy habits, such as smoking or leading a sedentary lifestyle, as they can have an impact on your overall wellness score.

Vivoo categorizes your results by each wellness parameter into three possible results: 

• Optimal: These are the best wellness parameter results you can achieve.
• Moderate: Your levels of this wellness parameter fall within normal limits, but enhancing them can further improve your overall wellness.
• Weak: Your levels of certain wellness parameters require improvement.

Understanding these results groupings will help you gauge your test results better and make informed decisions to enhance your well-being.

Vivoo asks you about your history of chronic diseases and shares personalized advice according to this information. However, Vivoo is not intended for diagnosing diseases or other conditions. It should not be used to determine the state of any of its users' health for curing, mitigating, treating, or preventing any disease or any of its symptoms. Always consult your doctor for information about chronic diseases.

Antibiotics, diuretics, neuroleptic medication, painkillers, and hormonal medications can all affect your Vivoo results.

Vivoo combines the accuracy of comprehensive urinalysis with the latest mobile image processing technology. Our image processing algorithm detects color changes on the urine test strip to interpret your results. 

All you need to do is take your test, relax, and let the App analyze your results and provide you with personalized nutrition advice!

Our image processing software has been carefully crafted to ensure a seamless experience. Our advanced machine learning system means that our software continuously evolves and adapts to the specific capabilities of each mobile phone camera. Additionally, we have rigorously tested and verified our software as you might for traditional optical readers in hospital environments.

Phone cameras and tablet cameras differ from each other when it comes to resolutions and sizes. To make scanning faster and better, we suggest utilizing the phone camera.

We understand the importance of keeping your data safe. We take great care in ensuring its security through strict adherence to HIPAA compliance standards.

For more details, you can review our Privacy Policy or reach out to us at letstalk@vivoo.io.

 To reset your password:

1. Open the Vivoo App. 
2. Enter your login email address and click ‘’Forgot Password’’.
3. You will receive an email to reset your password.
4. Tap the link in the email and enter a new password of your choice.

You can integrate your wearable data from Google Fit or Apple Health into the Vivoo App.

How to connect to Google Fit:

• Log in to your Google account.
• Grant permission to Vivoo to link with your account.

How to connect to Apple Health:

• Connect your Vivoo account with Health Access.
• Provide permission to Vivoo to link with your account.

Need a visual guide? Watch this quick video for step-by-step instructions!

If you're interested in partnering with Vivoo, visit our partnership page. Once you've filled out the partnership form, our sales department will provide you with further information about the process.

Yes, we do! You can find our products both online and in retail stores across the USA. We're available at:

• Target (Online & In-store)
• CVS (In-store)
• Sam's Club (Online & In-store)
  

You can also shop online through Amazon (Worldwide) and Walmart (USA).

👉 Want to find a store near you? Click here to check out our store locator!

Yes, we do! If you’re passionate about Vivoo and want to spread the word, you can earn commissions by joining our affiliate program. It’s free to join and super easy to get started.

👉 Click here to become a Vivoo affiliate today!