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Delivery Information

Shipping:

Orders placed on Monday - Saturday will be shipped within 24hours. Orders placed on Sunday may not ship until the next business day due to Postal Services being closed. Most packages will be shipped through USPS, First Class, Flate Rate Prioirty or USPS Priority. Priority shipping method is an expedited service provided through USPS. This does not expedite the processing of your order. Orders placed with Vivid Smoke, LLC will be handled in the order it was received. We cannot guarantee when the package will arrive or know the expected transit times.

Orders with a purchase amount (before taxes, if applicable) of $75 or more will be upgraded to free Priority shipping.

We do our best to offer same day shipping and most orders placed before 2PM PST, can go out same day.

Tracking information:

USPS tracking information may take up to 24 hours before any status is shown. At times, you may experience your tracking showing "Electronic shipping information received." This simply states that USPS has scanned the package and does not always determine the movement of the package whereabouts.

At times the tracking number may show "Shipping Label Created." Unexpected delays can cause the status from USPS to be improperly updated and may require additional time for them to update a new status. Our packages leave our facility within a few hours after it has been processed, packaged and tracking number sent to your email.

If your tracking number starts with 000xxxxxxxxxxxxxxxx, most likely it has been shipped First Class Free Ship method. An email confirmation with this tracking number in actuality is not a tracking number but a receipt confirmation. The package is estimated to be delivered anywhere from 5-7 business days. 

Delivery delays:

Once Vivid Smoke,LLC has handed the package over to USPS, it is now their responsbility. Although USPS guarantees shipment delivery times for priority shipping method, this is a complaint that needs to be done through USPS. Any delays or if you feel the package may have been lost can be accomplished by contacting USPS directly and providing them the tracking number. By doing so, this will provide quicker answers versus seeking answers directly from us.

Expected delivery times:

This can vary due to USPS having unpredictable delivery times. For the most part, packages will be delivered within 1 -3 business days.

Lost package:

In the event you feel confident the package has been lost, you can file a claim directly through USPS. However, if you wish to have Vivid Smoke, LLC send out another package, you can contact us and explain the situation. If we determine that the package was lost due to an incorrect provided address, you will need to make another purchase and file a claim through USPS.

International Shipping:

We are currently offering shipping destinations to Canada. Unfortunately, at this time we are not offering free shipping for orders at $75 or more. Until further notice, we are offering standard USPS rates and shipping methods. These methods include USPS First Class International, Priority Flat Rate, Priority Small Flat Rate.

  1. We cannot offer returns or exchanges for defective or broken items. The USPS rates are at a high cost and we are allowing customers from Canada to purchase from us due to the many requests. We strive to always provide great customer service, however, the fees to send replacement, defective, or broken items are extremely high and cannot be provided. Before we send out any orders, we make sure they are properly packaged, free from any fulfillment errors, and each item being carefully inspected to insure items are in working order. By agreeing to this, you will incur any shipping charges and expenses.
  2. The refund policy will abide by the same rules as our U.S. policies with the exception that the customer will cover shipping expenses (both ways).
  3. We do not forge customs documents. Please do not ask us to change the value of the purchase order.
  4. As a courtesy, we will insure your package for free of up to $500USD value.

USPS no longer has tracking information once the package leaves the United States. This means, the tracking information will cease once it reaches its air hub and will no longer track your information. In the event you do not receive your package, you can use the tracking information provided and contact your postal or customs service to file a claim.

By agreeing to all of the above, we strongly urge to carefully look at your order before making the final completion of your purchase. Any questions regarding international orders should contact our sales.