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FAQ / RESOURCES



virtual run

General Enquiries

Q1: What is a virtual run?

A virtual run can be completed anytime and anywhere, even indoors on a treadmill*. Run at your own pace at your own time. Simply complete the run to earn your entitlement(s)!
*Treadmill tracking limited to wearables available through Apple Health and Google Fit.

Q2: How does a virtual run work?

Simply register for the virtual run on the MOVE by LIV3LY app or on the official virtual run website. Use the MOVE app or any integrated app to track your run. Complete the required distance anytime, anywhere and receive a finisher entitlement(s) upon successful completion of the run by the stipulated date. The finisher entitlement(s) will be delivered to your mailing address.

Q3: How do I track my distance and time my run?

Use the MOVE by LIV3LY running tracker to track the distance and time for your runs. You can also use any of the following intergrated trackers:

1. MapMyRun
2. Apps synced with your Apple Health
3. Apps synced with your Google Fit

Treadmill tracking available through wearables synced through Apple HealthKit and Google Fit.

Payment, Refunds and Exchanges

Q1: What are the payment options available?

The available payment options are stated below.

- Credit and Debit Cards
- VISA and MASTERCARD
- AMEX (only for Singapore)
- Bank transfer (Not available for Singapore)

Q2: How do I apply the Buddy code during registration?

For virtual runs with the option to join with a buddy, you will be asked to input your unique one-time-use Buddy code in the promo code field before the payment page.

Q3: Can I apply more than one promo code at checkout?

You can only use 1 promo code for each checkout.

Q4: Can I get a refund if I am unable to participate after registration?

No, registration is non-refundable and non-transferable.

Q5: Can I change my mailing address after the clock-in period is over?

You can change your mailing address with the following methods:

1. Log into your profile via MOVE.LIV3LY.com and amend your mailing address from there
2. Send an email to contact@liv3ly.com with your new address and our customer service team will assist to amend your address.

Do note that you will have to change your address before the entitlement(s) are mailed out to you. We will not be responsible for sending a replacement once the package have been dispatched. You are advised to confirm your mailing address before you complete your run.

Q6: Do I need to download the app to participate in any of your virtual runs?

Registration and payment for any of our virtual runs can be done on both the MOVE by LIV3LY app and through the virtual run official website.

Contact Us

If you have any other questions pertaining to our virtual runs, kindly reach out to us at contact@liv3ly.com.

MOVE Marketplace

General

Q1: Who are the sellers?

LIV3LY is the authorised seller or reseller for all products available on the MOVE Marketplace.

Orders

Q1: How to place an order?

Visit the MOVE Marketplace on the MOVE app or MOVE website and select the items you would like to order. Submit your order by checking out and making payment through any of the available online payment methods. If your order was successful, a confirmation email will be sent to the email address tagged to your account.

Q2: I did not receive an order confirmation email.

This could be due to a variety of reasons such as:

1. Your order was not successful and therefore the confirmation email was not sent.
2. There could be an error in your email at the point of registration so the confirmation email was unable to be sent to the correct email address.
3. The email has been blocked by your mail server and/or is treated as spam.
4. Your payment failed to be processed.

If you need any assistance please email us at marketplace@liv3ly.com. Please include your details such as your name and contact no.

Q3: Can I change or cancel my order after checking out?

Unfortunately, the changes to your order and cancellations are no longer possible once you have completed checkout and the order has been processed.

Q4: I have received an order confirmation email but was notified that the item(s) I order are out of stock.

We are sorry to inform you that this can happen.

LIV3LY performs stringent quality checks on all outgoing items. If the item you ordered is the last piece available and has failed our checks, we will cancel and refund the price of the item even if your order was confirmed. You will then receive an email notification upon cancellation.

Refunds and Exchanges

Q1: What are LIV3LY's refund and exchange policies?

If the item you ordered isn't to your liking, you can request for a refund of exchange of the item. All refunds and exchanges will have to be completed and returned in the item's original state within 10 days of receipt. A refund can be processed through the same method the payment was made.

If the item you ordered isn't to your liking, you can request for a refund of exchange of the item. All refunds and exchanges will have to be completed and returned in the item's original state within 10 days of receipt. A refund can be processed through the same method the payment was made.

You will be responsible for paying for your own mailing costs for returning your item. Mailing costs are non-refundable. The return item must be mailed out via a trackable mode of delivery. We will not be responsible for any lost mail sent back through non-traceable mailing options.

If you need any assistance, email us at marketplace@liv3ly.com. Please include your details such as your name, order no. and contact no.

Mail your items to LIV3LY:
52 Ubi Ave 3 #04-41
Frontier Building
Singapore 498867

Q2: The item I received was not the one I ordered.

We sincerely apologies for this mistake. Please contact our customer service for assistance on this matter. Email us at contact@liv3ly.com and include the following details within 10 days of receiving the item:

1. Your name
2. Your payment/ order number
3. Your contact number
4. An image of the wrongly delivered item

We will arrange for a recovery of the wrongly delivered item and send the correct order to you.

Q3: The item I received is defective or damaged.

We are very sorry to hear that. and we would like to make it up to you! Please contact our customer service for assistance on this matter. Email us at marketplace@liv3ly.com and include the following details within 10 days of receiving the item:

1. Your name
2. Your payment/ order number
3. Your contact number
4. The matter of the issue
5. Any pictures or videos that shows the product issue

Q4: Can we exchange or request for a refund on sales or promotional items?

Unfortunately, all sales and promotional items are non-exchangeable and non-refundable.

Payment

Q1: What are the available payment options?

The available payment options are as follow:

- Credit Card Payment
- Accepts VISA and Mastercard
- AMEX (only for Singapore)
- Offline Payment
(Includes Over-The-Counter Cash Payment, ATM Payment, Web Payment as well as Mobile and Internet Banking Application Services.) Accepted in Vietnam, Malaysia, Indonesia and Thailand.

Q2: Do you have a cash on delivery option?

Unfortunately, that is not available.

Q3: How do I use my promo code?

Please enter your promo code in the promo code field during payment for the discount to be applied to your item. Please note that you will only be able to apply one promo code per checkout.

Q4: What are the restrictions for promo code usage?

All promo codes are non-refundable and non-exchangeable for cash. If you return an item which you have used a promo code on, you will not get a replacement promo code as promo codes are for one time use only. You will only be able to apply one promo code per checkout.

Q5: I am unable to successfully apply my promo code at checkout, what is the issue?

This could be due to a variety of reasons such as:

1. Did not hit the minimum spending: Some promo codes are only applicable with a minimum spending.
2. Exceeded usage limit: Certain promo codes have a usage limit and can no longer be applied once the limit has been exceeded. For instance, a promo code is only valid for the first 500 uses, after the 500th checkout the promo code will be invalid.
3. Non-stackability: Promo codes cannot be used in conjunction with other ongoing promotions, unless stated otherwise.
4. Expired promo code: Make sure that your promo code is valid and has not expired.

If you need any assistance please email us at marketplace@liv3ly.com. Please include your details such as your name and the promo code that you are trying to use.

Delivery & Shipping

Q1: How long will it take for my order to be delivered?

LIV3LY aims to deliver your items in the fastest time possible. However, due to the COVID-19 situation, the delivery for your orders may take 7 to 30 working days. We apologize for this inconvenience, and we encourage you to stay safe during this time.

Q2: Which countries do you deliver to?

At present, we are able to ship to the following countries:

1. Singapore
2. Malaysia
3. Indonesia
4. Philippines
5. Thailand
6. Vietnam
7. Australia
8. New Zealand
9. Hong Kong
10. Brunei

Please note that not all the items available on the MOVE Marketplace and Rewards Store are available across all 10 countries. Do make sure you update your country of residence on your LIV3LY account for the app to reflect the items available for shipping to you.

Q3: Do you have a self-collection or pick-up option?

Unfortunately, that is not available.

Local e-commerce

Q1: Do I need a MOVE account to purchase items from the MOVE Marketplace?

For Singaporean buyers, the items on the MOVE Marketplace is also available on our Shopee and Lazada stores. You can visit our Shopee and Lazada stores using the links below:

Shopee: https://shopee.sg/liv3lyproducts
Lazada: https://www.lazada.sg/shop/liv3ly-pte-ltd

Q2: Why do the prices on the LIV3LY Shopee and Lazada stores appear lower than on the MOVE Marketplace?

The prices stated on the MOVE Marketplace listing includes the delivery cost of the product. The prices stated on the Shopee and Lazada listings do not include the delivery cost which will be added to the total basket during checkout.

Contact us

Our customer service team is available to respond to your queries. Reach out to us at marketplace@liv3ly.com.



MOVE rewards

MOVE Rewards

Q1: What are MOVE points?

All registered MOVE members are automatically part of our MOVE Rewards program that enables members to earn MOVE points for logging workouts, participating in events via the MOVE app or by purchasing from our MOVE Marketplace. These MOVE points can be used to redeem attractive and unique rewards on our Rewards Store.

Q2: How do I earn MOVE points?

You can accumulate MOVE points by logging runs on the MOVE app via our native MOVE Running Tracker or through integrated apps on Apple Health or Google Fit.

MOVE points can also be earned by registering for physical and virtual events on the MOVE app or by purchasing items on the MOVE Marketplace.

Q3: How do I use my MOVE points to earn my MOVE Rewards?

Visit the Rewards Store on the MOVE app to see our list of MOVE Rewards available for redemption. You will be able to redeem the MOVE Reward if you have sufficient MOVE points for redemption. Depending on the nature of the reward, it will either be emailed or delivered to the addressed tagged to your account.

Q4: Can I use my MOVE points to offset part of the product cost?

At this point in our app development you can only use MOVE points to redeem the reward.

Q5: What's the difference between the MOVE Marketplace and the Rewards Store?

We have a variety of unique products and exclusive merchandise available on the MOVE Marketplace and Rewards Store. You can purchase these items through the MOVE Marketplace through available online payment methods. You can also redeem these items on the Rewards Store using your MOVE points.

Do note that not everything available on the MOVE Marketplace will be available on the Rewards Store, vice versa.



MOVE app

General

Q1: Who is LIV3LY?

The MOVE app is developed by LIV3LY, a social fitness and marketplace platform for mass events participation in Southeast Asia. LIV3LY's mission is empower everyone to move more, move better and move fast to be the best version of themselves through encouragement and empowerment. The platfrom is designed with the motivation you need, the achievements you desire and the rewards you deserve.

Q2: How do I get the MOVE by LIV3LY app?

Download and create your account on the MOVE by LIV3LY app - available on Apple App Store anfd Google Play Store.

Tracking your runs

Q1: Will the app be able to detect when I am not running?

The MOVE by LIV3LY is able to detect if you are stationery or onboard a moving vehicle such as a car or a bicycle. In such cases, if the MOVE tracker is on, it will not include that particular distance travelled in the total recorded distance.

Q2: I have completed my run and would like to share it on my social media.

You can select that run that you want to share from History and simply click on "SHARE" to share it on your social media platforms!

Q3: How do I clock-in my distance for a virtual run with the MOVE app?

Use the MOVE by LIV3LY running tracker to track the distance and time for your runs following the steps below:

1. Head over to the Activities tab via the bottom panel by selecting the running man icon
2. Start tracking your run by clicking on the "Start" button when you begin your run (ensure that the tracker has started before you start running!)
3. Complete your run by clicking on the Pause button and then the Stop button.

You can also use any of the following integrated trackers:

1. MapMyRun
2. Apps synced with your Apple Health
3. Apps synced with your Google Fit

Treadmill tracking available through wearables synced through Apple HealthKit and Google Fit.

Q4: How do I see all my previous runs on the MOVE app or runs I have sync-ed into the MOVE app

Select the "History" tab to see all past workouts. If you are using other integrated trackers, do ensure that the tracker has been integrated into MOVE before starting your run.

Manual run submissions

Q1: Can I manually submit my run sessions?

Yes, you can! In the homepage of the MOVE app, you will see a Workout Webform that will allow you to submit your workouts manually. Simply login to your LIV3LY account and follow the instructions.

You can also visit https://submissions.liv3ly.com/ to submit your workout.

Q2: I have submitted my run session on the website but I do not see it being reflected in my run history.

It will take up to 5 days for the system to log your run into the app. Do ensure that you have received a confirmation email that we have received your run submission.

Connecting external run trackers

Q1: How do I connect Apple Health or Google Fit to the MOVE app?

1. Head over to the "Activities" tab via the bottom panel by selecting the running man icon
2. Click on settings and you would be able to see external integration
3. Toggle on the Apple Healthkit/Google Fit
4. Complete authorization:
a) For Apple Healthkit, click "Turn All Categories On" to complete the integration
b) For Google Fit, grant MOVE by LIV3LY permission in the pop-up to complete the integration

Q2: How do I connect apps like Strava, MapMyRun, Runkeeper to the MOVE app?

You can simply connect your apps to Apple Healthkit or Google Fit and follow the steps above to integrate them into MOVE by LIV3LY.

For Map My Run, you can integrate the tracker directly into MOVE by LIV3LY with the following steps:

1. Head over to the "Activities" tab via the bottom panel by selecting the running man icon
2. Click on settings and you would be able to see external integration
3. Toggle on for Map My Run
4. Complete authorization by signing into your Map My Run

Q3: Why should I connect by external run tracker to the MOVE app?

If you are using wearables that are already connected to your external run trackers, connecting them to the MOVE app makes it more convenient for you to participate in virtual runs and also earn MOVE points at the same time!

Upcoming features

Q1: What are the upcoming features we can expect on the MOVE app?

We are always working to make the app better! There are many exciting new features in the pipeline to make MOVE by LIV3LY a holistic go-to app for your lifestyle and fitness needs, so watch this space!

If you want to be the first to experience these new features, join our beta testing programme*!

To join the MOVE Beta Testing Programme:

1. Click in this link and install TestFlight: https://testflight.apple.com/join/JAklIIKL
2. After installing TestFlight, click on the link again. It should ask you to download the MOVE app.
3. Install/Update the MOVE app as required.
4. Start running!

*Only for Android phone users

Media & Partnerships

If you have any media-related inquiries or collaborations that you would like to explore, kindly reach out to us at contact@liv3ly.com.