Return Policy

Order Cancellation

We accept order cancellations before the product is shipped or manufactured. If the order is canceled, you will receive a full refund. If the product has already been shipped, we will not be able to cancel the order.

Returns (if applicable)
We accept product returns. Customers have the right to request a return within 14 days of product delivery.
Returned items must be unused and in the same condition that you received them. The item must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please contact our customer service to ensure you send the package to the correct address.
Important Notes
Customized or personalized items are not eligible for the 14-day refund right.
If the return is due to customer reasons, the customer is responsible for the return shipping costs. The specific cost depends on the courier company you choose.
If the received item is damaged or incorrect due to our fault, the customer is not responsible for the return shipping costs.
There are no return processing fees.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, we will process the refund, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at service@vivaao.com.
Please contact our customer service at service@vivaao.com for the return address.

Customers are responsible for return shipping costs.
Return Address: RM03, 24/F, 24/F, HO KING
COMM CTR, 2-16 FAYUEN ST,
MONG KOK
HONG KONG

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.

About Vivaao

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service@vivaao.com