Shipping & Fulfillment

Vivid Lumen Industries – Shipping & Fulfillment Policy

Effective Date: November 2025

This policy outlines how orders are processed, shipped, and fulfilled for authorized Vivid Lumen dealers and distributors.

1. Order Processing & Fulfillment SLA

• Orders are processed during regular business hours:
  Monday – Friday | 7:30 AM – 4:00 PM (PST)

• Orders received outside business hours will be processed the next business day

Fulfillment Service Level

Vivid Lumen’s standard fulfillment service level is:

Orders ship within 48 business hours
(excluding weekends, holidays, backorders, or exceptions noted below)

This SLA applies to in-stock items only.

2. Warehouse Fulfillment

Orders may ship from one or more Vivid Lumen fulfillment locations depending on inventory availability.

Primary fulfillment locations:

• Vancouver, BC (Canada)

• United States Fulfillment (Washington State)

Orders may ship:

• In full

• In partial shipments

• From multiple warehouses

Partial shipments may result in multiple tracking numbers.

3. Shipping Methods

Shipping methods are selected based on:

• Order size and weight

• Destination

• Service level requested

Common carriers include:

• UPS Ground / Air

• FedEx

• Canpar

• DHL

• Freight carriers (for palletized shipments)

Carrier selection may vary by region and availability.

4. Shipping Costs & Freight Responsibility

• Freight charges are billed according to the dealer or distributor’s agreed terms

• Unless otherwise agreed in writing:

  • Shipping charges are not prepaid by Vivid Lumen

  • Freight is billed to the customer account or added to the invoice

Vivid Lumen does not cover:

• Expedited shipping costs unless approved in advance

• Freight charges related to returns or warranty shipments

5. Backorders & Out-of-Stock Items

• Items not in stock at the time of order may be placed on backorder

• Backordered items ship when inventory becomes available

• Availability dates are estimates and subject to change

The 48-hour fulfillment SLA does not apply to backordered products.

6. Damaged or Missing Shipments

All shipments must be inspected upon receipt.

If damage or shortages are identified:

• Note the issue on the delivery receipt (when applicable)

• Notify your distributor or Vivid Lumen immediately

• Retain all packaging for inspection

Claims must be reported promptly to allow carrier claims to be filed.

7. Risk of Loss

Risk of loss transfers to the customer once the shipment leaves the Vivid Lumen facility, unless otherwise agreed in writing.

8. Address Accuracy

Customers are responsible for providing accurate shipping information.

Vivid Lumen is not responsible for:

• Delays caused by incorrect addresses

• Additional freight charges due to address corrections

• Carrier re-routing fees

9. Questions & Support

For shipping or fulfillment questions:

• Dealers: Contact your authorized distributor

• Distributors: Contact Vivid Lumen through standard support channels

Customer Service: 1-888-498-5525