To see your profile, update address, change payment information, and/or view order history, please login to your account.

On the order status page, you can view real-time updates on their shipment if the order is shipped with a supported carrier. You can log in to your customer account to track order or verify the identity using email used at checkout.

Click here to enter the account page.

Enter the email address placed on order. A one-time 6 digit code will be sent to your email (no password)

You can also log in using the Shopify app on your mobile device, which supports biometric login like fingerprint or face recognition.

If you have trouble logging in or forgot your password, you can use the "Forgot password" option on the login page to reset it. If you need to recover your account due to unauthorized use or other issues, follow the steps to reset your password and secure your account.

Click here to look up your order and see the shipping status.

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, additional stock will become available within a week. You will receive an email as soon as your product ships.

You can find a list of countries we are able to ship to displayed in the shopping cart during the purchase process.

List of products contain with battery:

1. 99H12208-00: VIVE Power Bank (21W)
2. 99H12237-00: VIVE Focus 3 Battery
3. 99HATL001-00: VIVE Battery Cradle for XR Series
4. 99H20364-00: HTC Rapid Charger 3.0 Powerbank - Black

What is your refund policy?
Under HTC’s Product Return Policy (“Policy”), products must be returned within 14 days of receipt of purchase to be eligible for refund. Refunds will be issued to the original purchase payment method. Digital/virtual content is non-refundable unless purchased as a pre-order. Other products designated, “non-refundable”, by HTC, including gift cards and any products that have been personalized or modified in accordance with your instructions, are ineligible for refund. Shipping fees are non-refundable.

To be eligible for refund, you must return the entirety of the product in its original packaging, together with the applicable proof of purchase (a copy of your receipt. The product you are looking to return must be received by HTC within thirty (30) days of the return being initiated. If, upon our inspection of your returned item, we determine that the Product(s) has been damaged, is missing components, and/or is not in resalable condition then HTC reserves the right to find the refund ineligible. If you return a Product bought as part of a bundle or promotion but do not return all the bundled/promotional Products, we will refund only that portion of your purchase price attributable to the returned item(s). Please contact Customer Service to start your return process.

Extended holiday return period
Products purchased on http://www.vive.com between November 22nd through December 24th, must be received by end of business hours (Pacific Time) on January 14th. Excludes gift card purchases. Standard return terms otherwise apply. If you purchased your Product from http://www.vive.com and would like to request a refund, please click here for instructs on how to request a refund.

For nonconforming products:
If you are returning a product under HTC’s Limited Product Warranty (for example, the product is missing parts or is non-functional upon arrival), please follow the procedures set forth in that document. Please contact HTC’s Customer Service for further information.

When will I see my credit appear in my account?
After receiving your returned product(s), your refund will appear in your account. The amount of time this takes will vary based on your banking institution.

Third-party products are not covered by HTC’s Limited Product Warranty. You should follow the warranty process provided by the manufacturer or supplier for return of those products.

To request a refund, you must look up your order and then use the request a refund option to submit your request.

Click here to submit a Return Application Form.

Physically shipped purchases that are in stock are processed immediately upon completion and may not be able to be cancelled prior to shipment. If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order. To request the cancellation, please contact Customer Service.

Virtual products, such activation codes, are fulfilled immediately and cannot be cancelled unless the purchase is a preorder. Please refer to our refund policy if you would like a refund for a digital product or an order that has already shipped.

If for some reason your product does not work as expected or is missing parts when it arrives and you are within the 14 day return policy please contact Customer Service to request a replacement.

Each product must be returned, in its original packaging, to the address below within 30 days.
Please include your order number on the box or the shipping label
Upon receiving the returned goods, we will verify the condition and proceed to refund your original payment method.

Please note that returns will need to be sent to the following address:

Apex ORD
ATTN: VIVE Returns
1301 Devon Ave
Bensenville, IL 60106
United States
Phone: 425-679-5318

If your product requires an activation code, you can usually find it in the License Code email that was sent to you when your order is complete. If you do not have your License Code email, you can get your activation code by looking up your order.

First, make sure you have the correct activation code. You can get your activation code from the License Code email that was sent when the order was submitted, or by looking up your order.

Second, please note that serial numbers, registration numbers, activation codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.

If you have verified that the code you've entered is correct and you're still having difficulties, please contact Customer Service.