FAQs

Welcome to our Frequently Asked Questions section. We hope you find these FAQ's helpful, however, if you don't find answers to your questions, please feel free to contact us at vividapplecase@gmail.com.

ORDERING

Q. HOW SECURE IS MY PERSONAL INFORMATION?

A. We uses industry standard privacy protection: we don't sell, lease or otherwise distribute any personal customer information.

 

Q.MY ORDER HAS BEEN SENT, WHY DO NOT I SEE THE TRACKING INFORMATION?

1. Your order has been sent, but sometimes it takes up to 48 hours for tracking information to show up in the tracking system. In some cases, tracking information won't load in a timely manner. This is often the case with our USPS global shipping partners. If your order has a tracking number but has not been updated 3 weeks after the purchase, please contact us for further assistance.

Q.DO I NEED TO HAVE AN ACCOUNT TO ORDER?

1. No, you can place an order as a guest. But there are some perks if you have an account with us:

Quick checkout process.

Easily view your order status and order history.

Receive updates detailing our new releases and special promotions.

1. WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
2. Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order. 
3. ARE THERE ANY EXCHANGE RATES?
4. All of our transactions are based in US Dollars. It your credit card is based in another currency; your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
5. WHAT PAYMENT METHODS DO YOU ACCEPT?
6. We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
7. HOW SECURE IS MY ONLINE ORDER?
8. When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved.

Q.HOW DO I CHANGE OR CANCEL MY ORDER?

1. We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed will be subject to a cancellation fee of S1.00 regardless of the time order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be canceled.

Q.WHEN WILL MY ORDER ARRIVE?

1. The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information the next day. Tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

Q.HOW DO I TRACK MY ORDER?

1. We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1-3 days after we have shipped your order. You can track your order on our website

Q.WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?

1. If something is missing, please contact us immediately.

Q.ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE..

1. We have a large assortment of products and when you order multiple items at a time, they may be shipped separately so they get to you faster. Typically, there is no cause for concern if you don't receive all of your items at once. Rest assured that they are on the way.

SHIPPING & CUSTOMS

1. 
   WHEN WILL MY ORDER BE PROCESSED?
   
   A. All orders are handled and shipped out from our warehouse locations in the US, UK or China. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Please contact us if you do not receive a shipping notification email after 5 business days from the day you completed your payment.

Q.IS MY ORDER ELIGIBLE FOR FREE SHIPPING?

1. Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversize/overweight products. Your order will ship using economy shipping. Please check the product page if the product is eligible for free shipping.

Q.MY ORDER STILL HASN'T ARRIVED, I THINK IT IS LOST?

1. If you think your order has been delayed or lost, please contact us and we will start an investigation with the courier.