Customer Service FAQs

COVID-19 Response Times

To help reduce the spread of COVID-19, many of Vivid Racing's customer service members are working remotely. Due to the unexpected massive surge in orders from government stimulus checks combined with remote customer service, response times are longer than usual.

Please, be patient and understand our customer service team is working as fast as possible to respond to emails, livechats, voicemails, and phone calls.

COVID-19 Delivery Times

With reduced staff at Vivid Racing and across the entire industry, combined with an industry wide surge in purchases, shipping times are longer than usual.

Please, be patient and understand our shipping team is working as fast as possible to get orders out the door and to you as quickly as possible.

How do I Contact Customer Service?

Customer service can be contacted via phone, email, or livechat.

I Need an Order Update

As your order moves from one status to another, you will be updated via the email address you used to complete your order. If you need an immediate update on your order, please contact customer service.

Where's my Tracking Info?

All products are shipped out from one of the authorized Vivid Racing shipping locations. Many orders are drop shipped directly from the vendor or manufacturer. As soon as your tracking info becomes available, it's sent to you via the email address you completed your order with. Special arrangements may need to be made for international orders and oversize packages.

How Long Does Shipping Take?

Shipping times are dependent on the item being ordered and where it's shipping to. Many items can ship quickly, however, if it's an oversized item, out-of-stock item, or shipping to a remote location, shipping times will take longer than usual.

If your order contains an item(s) with an unusually long ETA, our online ordering team will contact you to verify the ETA is acceptable.

Is This Item in Stock?

Generally speaking, many items are kept in stock at either Vivid Racing's facility, the product manufacturer's facility, or a third party distribution facility. In-demand items, rare parts, or hard-to-source products are often out-of-stock. That being said, you can always check current stock by contacting us.

My Package Arrived Damaged

In the event a product arrives damaged to your location, please follow the steps listed below. All damaged items must be reported to the shipping carrier immediately and you must notify Vivid Racing within 48 Hours of receiving your order. If these steps are not followed, your shipment may be denied claim to our Guarantees and a refund.

If you receive a damaged product, please do the following:

  • IMMEDIATELY CONTACT US
  • Keep the product with its original packaging and box
  • Make a list of the damaged or lost item(s)
  • Vivid Racing will contact the shipper once we receive the email info above to schedule a pickup if needed. DO NOT send it back to the return address without written approval from Vivid Racing.

I Need to Return my Order

If a product is ordered and not wanted, the UNUSED item can be returned for a 25% restocking fee. In some cases, we may offer the ability to return the item to us for a lesser restocking fee and then keep the balance as a store credit. To return an item, it must be in brand new condition with original packaging. If the item cannot be resold or is a special order or custom made item, we cannot accept a return.

Shipping is non refundable in either direction unless approved by Vivid Racing. All items wanting to be return MUST be reported within 30 days of the original invoice date. No items will be returnable after 30 days. All products shipped from the Vivid Racing warehouse are shipped via FedEx, USPS, or Freight and require a signature when delivered. Some packages shipped from the manufacturer may or may not require signatures for package release. FedEx, UPS, USPS, and DHL have package pick up locations if you are unable to sign for the package.

If the package is returned to Vivid Racing or manufacturer, you will be responsible for the return shipping costs and pay a 25% restocking fee if you choose to not have the item reshipped. These fees will be charged to your account on file or will be invoiced to you.

I Would Like to Cancel my Order

An order that has shipped from our location or a supplier can not be cancelled, these are classified as returns. Unfortunately once it has shipped restocking fees will apply if they are applicable. Special order items, custom built items will not be able to be returned. For this reason it is extremely important to check your invoice or order form.

Some items may be special order specifically for the customer’s vehicle. These items generally require a deposit or paid in full. Once this deposit amount is notified to the customer and they agree to order the special order item, the deposit becomes non-refundable. These special order items cannot be returned or resold.