SHIPPING FEE
Within the USA: $4.99 for orders under $50. Free shipping for orders of $50 or more.
International Orders: Flat rate of $6.99.
If you order more than one item per order, you don’t need to pay any additional shipping fee.
HOW LONG DOES SHIPPING TAKE?
TOTAL SHIPPING TIME = PROCESSING TIME + SHIPPING TIME
Processing Time:
We process orders between Monday and Friday. Processing time is 2-3 business days.
If you order during the weekend, the processing time may extend to 4-5 days.
Shipping Time:
USA: Estimated shipping time is 3-7 days.
International: Estimated shipping time is 7-14 days.
Please ensure all delivery information is correct. Incorrect or missing details may require us to contact you, causing delays in shipment. Delays may also occur due to customs clearance.
Please fill in your address completely and accurately. Otherwise, your package may be returned to us, or we may not be able to process your request.
Order cut-off time: 8:00 AM (GMT/BST), Monday through Friday.
DO YOU SHIP WORLDWIDE?
Yes, we provide shipping to all countries around the world.
However, there are some regions we are unable to ship to due to war, natural disasters, or local restrictions. If your location is affected, we will contact you immediately.
DO YOU PROVIDE TRACKING INFORMATION?
Yes, you will receive an email with tracking information once your order has shipped.
If you haven’t received tracking info within 5 days, please contact us.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase may sometimes be shipped in separate packages, even if you selected combined shipping.
If you have any questions, please contact us — we’ll be happy to assist.
DELIVERY DELAYS
Please ensure all delivery details are correct. Incorrect or missing information may cause delivery delays.
Delays may also occur due to customs clearance or high-volume seasons.
HOLIDAY SHIPPING (HALLOWEEN, CHRISTMAS, ETC.)
There are no additional shipping charges during holidays, but please note that delivery may take longer than usual.
Shipping time may extend by 2-8 days due to carrier overload.
REFUSED DELIVERY
If an order is returned to us because it was refused, unclaimed, or sent to an incorrect address provided by the customer, you will be responsible for both-way shipping costs and a 15% restocking fee.
MISSING PACKAGES
We are not directly responsible for lost or stolen packages, but we will help you file a claim with the shipping carrier.
Please contact us within 48 hours of the delivery date shown by the tracking system if your shipment was not received.
All claims must be made within 15 days from the shipment date.
If the tracking information shows that your item has been delivered but you haven’t received it:
Check with neighbors or nearby homes in case it was delivered incorrectly.
Occasionally, delivery vehicles mark packages as “delivered” prematurely. Please allow one more business day — it often arrives the next day.
If it still doesn’t show up, contact USPS, UPS, or FedEx to file a claim. Your package is insured and eligible for compensation in most cases.
EMERGENCY SITUATIONS
Order delivery may be delayed due to natural causes or uncontrollable events.
CUSTOMLYVIBE shall not be liable and will not issue refunds or credits for delays caused by factors beyond the shipping carrier’s control, including but not limited to: acts of God, natural disasters, or weather-related issues.
CONTACT INFORMATION
United Kingdom Address: 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE
United States warehouse: 2203 Bay Breeze, Drive Portland,Texas 78374, United States
Email: support@customlyvibe.com
Support Hours: Monday – Friday, 6:00 AM – 5:00 PM (GMT/BST)