Dealer Support

We’re here to support our dealer partners.

For questions related to orders, products, warranty, returns, or portal access, please use the details below so your request is routed correctly and handled quickly.

Contact Information

Email:
📧 sales@vividlumen.com

Phone:
📞 888-498-5525

Hours of Operation:
🕘 Monday – Friday
🕘 7:00 AM – 4:00 PM (PST)

What to Contact Dealer Support For

Please contact Dealer Support for:

• Order status & shipping questions

• Backorders & availability

• Returns & RMAs

• Warranty claims

• Portal access or login issues

• Product information (specs, compatibility, availability)

👉 This helps us resolve your request faster and avoid delays.

Response Time Expectations (SLA)

We aim to respond within:

• Same business day for urgent order or shipping issues

• Within 1 business day for all other inquiries

Warranty and return requests may require additional processing time depending on documentation provided.

Before You Reach Out

To help us assist you quickly, please include when applicable:

• Order number or PO number

• Part number(s)

• Customer or store name

• Photos (for warranty or damage claims)

Incomplete requests may delay resolution.

Escalation

If your issue is time-sensitive or unresolved, please reply to the original email thread with “URGENT” in the subject line so it can be escalated internally.